You may occasionally encounter connection issues when accessing video lessons and quizzes. Problems like videos not loading, white screens, or quizzes that won’t start or keep looping can often be caused by factors such as network instability, device settings, or VPN interference. If you’re facing any of these issues, here are some common causes and solutions to help you get back on track.
How to Resolve These Issues:
VPN related
Turn Off Your VPN: To ensure a smooth experience, try accessing the course content without using a VPN. This will allow you to connect directly to our servers without any interference.
Check Your VPN Settings: If turning off the VPN doesn't resolve the issue, check your VPN settings. Make sure the Threat Protection feature (or similar security function) is set to With VPN Only. This ensures that the VPN’s security measures don’t interfere with the platform when the VPN is off.
Use a Nearby Server: If you need to use a VPN for security reasons, try connecting to a server that is geographically closer to your actual location. This can help reduce latency and minimize disruptions.
Browser Related
Update Your Browser: Make sure you’re using the latest version of your browser. An outdated browser can cause compatibility issues, so keeping it up to date can resolve many problems.
Try a different Browser: Sometimes your browser is causing issues, to confirm it's not a browser specific problem, always check in a different browser if the same issue is occurring.
Check your Browser Extensions: Sometimes browser extensions can cause issues. Turn off each extension one by one to pinpoint if that is the cause of the issue when accessing the site.
Clear Cache and Cookies of your Browser: Here is the link for the detailed guideline: How To: Clear Your Cache
Refresh the Page: Sometimes a good old refresh brings everything back to life! Refresh the page in your browser (click the refresh button next to the address at the top right, or press F5 on your keyboard).
Internet related:
Check your internet connection: Make sure you’re connected to the internet and your ISP (internet service provider) is not encountering any issues. You can usually check the status of your ISP on their website (look for a status page).
Try reset your router: Sometimes your router is playing up, causing a disruption to your internet connection. Try reset your device if you are encountering a problem. If this doesn't help and you still cannot connect to the internet - you will need to reach our to your ISP for support.
Note: If you continue to face issues that haven't been outlines here, feel free to reach out to our support team for further assistance.