Frequently Asked Questions
All of our videos are tested for compatibility with Windows, Apple and Android computers and hand held devices. They are also tested with all of the popular web browsers. Unfortunately there are so many different computers and handheld devices in use that it is impossible to test every possible configuration of browser, device and operating system. In addition, many use third party software to help protect them from viruses, malware and other unwanted intrusions. These protection software can sometimes contribute to compatibility issues.
The list of possible reasons why your computer or handheld device will not play the videos is endless. All we can do is make sure our videos are being delivered in accordance with international standards. This ensures most people will be able to view the videos without experiencing any problems. For those who are encountering problems we offer the following information in hopes you can find a solution.
If you occasionally have a problem with one of our videos it is most likely something we need to fix. We will need to know exactly what video(s) you are having a problem with. If you cannot play any of our videos it is definitely a problem you need to fix.
Problems often occur when upgrading to a new operating system, or new version of a web browser. Some people will experience problems, while most do not.
Adding a plugin or extension to your browser can also create issues, so you might want to try disabling them to see if that is the source of the problem.
Things you can try:
- First try restarting your computer or handheld device.
- Make sure you have the latest update for your OS and browser.
- Clear your browser cache.
- Try a different browser.
- If you are using a private browsing option, try watching the videos with it turned off. In some cases turning it off and back on again will resolve the problem, which is a known fix for some Apple devices.
Example: known issues playing html5 videos on iPad Pro iOS10 Firefox
This link may be helpful for those using Firefox for Windows
https://support.mozilla.org/en-US/kb/fix-video-audio-problems-firefox-windows
A member (Sageone) kindly reported this bit of useful information...
Discovered something interesting that might help other members that are having trouble with the videos loading/playing. There is a Chrome extension, Disable HTML5 Autoplay, that prevents videos from playing when you are looking at the narrative. This is for sites such as CNN whose videos just start. Anyway if this extension is turned on for your site the featured video will play but if you select another video it will not. Interestingly, downloads are not effected and the initial video for the other sites loads as well. It is possible to disable this extension by site and if you do videos play fine.