Troubleshooting for Video Playback Error
On occassion, you may face issues with video playback (e.g. the video has slow loading speed / cannot be loaded / shows an error message). This guide is meant to provide you with the steps to troubleshoot the issues.
The official guide by Teachable in the event you faced video playback error is as follows. The troubleshooting guide is partly based on this article:
https://support.teachable.com/en/articles/11682468-video-playback-errors
Important
- Please ensure that you go through all the steps below and do not skip any one of the steps when you perform the troubleshooting.
- You can send me a WhatsApp message for further clarification on the details of the steps that you don't understand. I will be glad to assist further.
- However, I do not accept the case where students selectively tried some of the steps and then inform me that the video playback does not work. My expectation is that students must go through all the steps below (Steps 1 to Steps 8). It is only after you tried all the steps below and if it cannot result in a proper resolution of the issues, then only you can let me know that you faced issues with video playback.
Step 1: Refresh / Reload the Webpage or Videos
If you encounter a playback error, try to refresh / reload the website or videos. Sometimes, a simple refresh of the webpage will allow the playback to run normally again.
To refresh the webpage, click the reload / refresh button on your webpage. Alternatively, press Ctrl + R on Windows, or Command + R on mac.
To refresh the video, right click on the video and click "Reload video".
Step 2: Check Your Internet Connection
Ensure that your internet speed is not affected by other programmes, websites, or other users sharing the internet connection.
You might want to try to select a lower quality setting when you playback the video in the event of slow internet connection.
Note: for tablet or phone, in order to change the video quality, you need to enable / request "Desktop Site".
Ensure that your device is not too far from your router / modem / access point. Distance from router / modem / access point can affect the internet connection speed.
You might want to try to perform a speed test via the following link:
Step 3: Switch Your Internet Connection to Another Network (e.g. to mobile hotpost)
This is to determine whether there is any issue with your existing internet connection. Sometimes, it might be that you faced issues with your wifi connection but there is no issue with mobile hotspot.
Step 4: Clear Cache
This is the most common reason for video playback error. 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.
After clearing cache, try to playback the video again. If issue still persist, perform Step 1 and Step 3 again. If issue still persist, move on to Step 5.
Step 5: Restart Your Device
Restarting your device may resolve the issues. In fact, based on students' feedback, Step 4 and Step 5 are normally sufficient to resolve the issues on video playback.
If issue still persist, move on to Step 6.
Step 6: Try Another Browser
Based on students' feedback, sometimes this works.
Step 7: Switch to Another Device
If issue still persists, try to switch to another device. This is to determine if there is any issues with your existing device. Sometimes you may find that certain devices are unable to load the videos smoothly, whereas other device can do so.
In doing so, you will be asked to verify the change of device. Just follow the on screen instruction to verify (receive email with a code and key in the code, then logout the existing device). Take note that even if you click logout on the existing device, this verification may still pop out and this is normal. Just proceed by following the instructions.
On your new device, you may also want to consider doing Step 1 to Step 6 again. If issue still persists after you tried Step 1 to Step 7, then move on to Step 8
Step 8: Change DNS
There are some students who tried to change DNS to Cloudflare's DNS (1.1.1.1 and 1.0.0.1) and it solved the issue. If you want to do this, you can read the instructions here (focus on 1.1.1.1 resolver):
- Windows - https://developers.cloudflare.com/1.1.1.1/setup/windows/
- macOS - https://developers.cloudflare.com/1.1.1.1/setup/macos/
- iOS - https://developers.cloudflare.com/1.1.1.1/setup/ios/
- Android - https://developers.cloudflare.com/1.1.1.1/setup/android/
After performing the change, restart your device and try again and see if the issue is resolved.
Step 9: Reach Out to Me
If none of the steps 1 to steps 8 resolve the issue, reach out to me for help via WhatsApp.