How to solve video playback errors
Video playback errors are displayed when there is an error retrieving or playing an uploaded video file. If you encounter an error when trying to play a video, you can try the troubleshooting steps described below.
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Check your internet connection
- Internet connection is the most common reason for issues with video playback. So, it is important to make sure that your Internet speed is not affected by any other program or website.
- If you know that your connection is slow, one alternative is to lower the video playback quality. You can do this by selecting the gear icon in the video menu, and then selecting quality, and then selecting a lower quality setting, as shown below.
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Try another browser
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Your browser may not support the video you are trying to watch, and trying to access it through another browser may resolve the issue.
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If you don't have another browser installed on your computer, you can download the most common browsers for free by clicking on the options below:
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Clear your cache
To clear your browser cache, on Windows you can use the keyboard shortcut Ctrl + Shift + Delete. On mac you can use the keyboard shortcut Command + Shift + Delete.
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If these troubleshooting steps do not solve the problem, contact the school.
Note: Some Internet Service Providers in Hungary are incompatible with our video player. We recommend students in Hungary who run into difficulty with video playback try to connect through a different network and/or on a different device.
Playback Error Codes
When an error occurs, a code like this will be shown: "X-ZZZZ". "X" indicates the type of device (such as a web browser or TV). "ZZZZ" is the specific error code. In the example below, 1-0004 means an error on the web browser with error code 0004.
See below for information about what each error code indicates.
X-0001: The player stopped trying to load the video because someone requested to stop playback. This can happen if the user or someone on the device decided to stop the video before it began or if there was an interruption in the loading process.
X-0002: There was an internet connection problem that prevented the video from loading. This can occur if the connection is slow, unstable, or if the website hosting the video is experiencing issues.
X-0003: There is a problem with the video format, preventing playback. This can occur if the video is in a format that the player cannot understand.
X-0004: The video could not be loaded because the file type is not recognized. This can occur if the link to the video is incorrect or if the file type is unsupported.
X-0005: The video could not be played due to access restrictions. This may be caused by security settings or permission issues.
X-0006: The video did not load in time, and playback failed. This can happen if the server hosting the video is too slow or if the file is too large.
X-0007: The path to the video is blank, so the video could not be found. This can happen if the video link is incorrect or if the video has been removed.
For school owners: If troubleshooting steps do not resolve the error
First, ensure that all of the troubleshooting steps listed above in the section "How to solve video playback errors" have been completed. If the error persists, examine any issues with the video content of the lesson. You may need to delete and re-upload the video file.
If the error still persists, please contact our support team for further assistance.