Troubleshooting Video Issues

Common Issues & Fixes

If you’re having trouble with video or audio during a live class or while watching on-demand content, try these steps.

Camera Not Working

1. Check that your browser has permission to access your camera. Look for a camera icon in the address bar.
2. Make sure no other app is using your camera (Zoom, FaceTime, etc.).
3. Try refreshing the page.
4. If on a laptop, check that the webcam isn’t physically covered or disabled.
5. Try a different browser (Chrome works best).

Microphone Not Working

1. Check browser permissions for microphone access.
2. Make sure your microphone isn’t muted in the video room controls.
3. Check your device’s system sound settings — make sure the correct mic is selected.
4. Try unplugging and reconnecting any external microphone or headset.
5. Refresh the page and rejoin the session.

Video Buffering or Freezing

1. Check your internet speed at speedtest.net (5 Mbps+ recommended for live classes).
2. Move closer to your Wi-Fi router, or switch to a wired connection if possible.
3. Close other tabs and apps that might be using bandwidth.
4. Turn off your camera if you don’t need it — this reduces bandwidth usage.
5. Try lowering the video quality if the option is available.

On-Demand Videos Not Playing

1. Refresh the page.
2. Clear your browser cache (Settings → Clear browsing data).
3. Disable any ad blockers or browser extensions that might interfere.
4. Try a different browser.