Skip to main content

Videos Not Loading? Try These Steps First

If you or your student’s videos aren’t loading, here are a few quick troubleshooting steps to try before reaching out to support:

Emily Salgado avatar
Written by Emily Salgado
Updated this week

Check if the lesson is locked

  • Locked lessons cannot be accessed until a teacher or admin unlocks them.

  • Some schools also require lessons to be completed in order (sequential learning). Make sure work is being made in the correct order.

  1. Use Google Chrome

    • Our platform works best on Google Chrome.

    • If you’re not using Chrome, switch to it for the best experience.

    • Try refreshing your browser or restarting your device if videos still don’t play.

  2. Clear cache and cookies

    • Reset your browser’s cache and cookies, then refresh the page to see if the issue is resolved.

If none of these steps work, please contact us:

  • Live Chat: Click the message icon in the bottom-right corner of your screen. (Available Monday–Friday, 8am–6pm PST)

  • Email: Reach out to [email protected]. Be sure to include:

    • Your name, school, and email

    • Browser and device information

    • A detailed description of the issue

    • Screenshots, if possible

Did this answer your question?