The video I want to watch is not loading. What should I do?

Sometimes the desired video is not loading - or at least it appears to. What to do?

Remain Calm

Even tho our servers are built on the newest technologies, it can happen that the video is being loaded from so many locations at the same time, that it slows down the process for everyone. So it may look like nothing is actually going on, your video is loading and it just needs a minute to start showing progress.

Check Your Connection

We know, everyone’s first advice is to check your connectivity. And for a good reason. The standard of internet connection varies across the world. A 10 MB/s internet may be perceived as really good somewhere, while 200 MB/s can be perceived as fairly average or bad somewhere else. 

And there are more aspects determining quick loading from your side. 

Nothing works?

Is your video not loading even after you made sure you are well connected and refreshed the page? Try VPN. 

As often people are loading videos from the same location, they may overload the local CDN server and that might not be responsive. 

Should you need a free VPN, the new Opera browser has built-in free VPN service. 

Our side

Let’s admit it, nobody is perfect, neither are we. Sometimes can happen that something is wrong in our backend.

It can look like this:

In that case, do not hesitate and contact us. 

You can do so via our Slack group, https://app.slack.com/client/TA57RQ8PM/DLVDBLQJK, or via email [e-mail].

Lastly, but not least you can contact us via our Education Ecosystem Zendesk Support Center.

To access the support center navigate yourself to the bottom left corner, where is located menu item “More”.

Chose the option “Support”. 

In the upper right corner, there is an option to Submit Request. 

Fill in all the items on the page:

1. Your email address
2. Subject
3. Description
4. Attachments - optionable

And submit - our support team will take it from there.