Video Player Troubleshooting
What to do when you can’t view the video.
If you cannot get the player to appear as pictured below, please make sure your web browser has the most recent version of Macromedia Flash Installed. You can check the most recent version by clicking here.
Operating Systems Supported
No worries on which operating system you are using – our video player works with almost every OS we are aware of, including Mac OS, Windows, and Linux.
Video is playing, but you have no sound.
Check to make sure that the sound on your computer speakers is turned up and that they are being used as the primary output. A simple test is to play music or a video file (go to Youtube.com and choose a video). If your speakers are working, please make sure you have the most recent Flash plugin installed by clicking here.
Video and/or sound is ‘choppy’.
If the sound at the beginning of the video appears to be starting and stopping, this is most likely due to your internet connection. Our player will analyze your internet connection in order to stream the highest quality video possible based on your connection speed. SOLUTION: Hit the PAUSE button on the player to make sure the video IS NOT playing. Keep the video paused for 30 seconds, then select PLAY.
Mobile OS Support
At this point, there are basically two main methods to view video on mobile devices: Flash and HTML5. Newer Android phones (4.1 and up) and iOS devices, such as iPhones and iPads, support HTML5.
Older Android devices have a native playback mode and support for flash. Our embed codes are designed to seamlessly flip between HTML5 and Flash, based on the type of device and OS detected.
We have found the most consistent support on all iOS devices, and Android devices running version 2.2 or later.
Blackberry at this point supports neither HTML5 or Flash. As a result, there is not a consistently available way to deliver video via the web to Blackberry devices.
Basically, if you can view videos on YouTube or any other major video site, you should be all set.
I’ve tried everything above and still nothing happens.
We apologize for the problem. Please click the chat box (on every page in the lower right corner) for tech support. We are available during business hours: 9am – 5pm EDT (monday – friday) for international customers please allow up to 24 hours for a response. Have your username and login information available so we can help troubleshoot.