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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:

Written by Jessie

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.

Try clearing the browser cache

  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, 6am–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

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