Troubleshooting Academy

Videos keep pausing or stopping, or play at low quality

If videos are playing at low quality or starting and stopping regularly, you're likely operating at very low internet speeds. If you’re having problems that might be related to internet speed, try: Go to a ...

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What is the Minimum Required Internet Speed to Watch Videos?

For streaming video, 512kbps is the absolute minimum and 768kbps or greater is recommended. 2Mbps is the recommended minimum for full screen and produces very good quality of video. For true HD quality, 5Mbps...

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Why is the video not available or playing back?

Should you encounter such an issue, and your computer meets the system requirements, please email us using the link on the right side of this page and we will send you instructions to perform a quick test that ...

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How do you go into full screen mode?

Simply click on the icon in the lower right corner of the main video window to go into full screen mode.

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Why Does the Streaming Video Keep Pausing?

You may be experiencing slow data transfer. If you pause the movie and wait for more (or all) of it to download before you resume playing, it will play without stopping. You can tell how much of the video has ...

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Why Can’t I View Videos From My Mobile Device?

Mobile users can access the site on both iPhone and iPad (iOS 8.0+) and Android (4.0+) devices. If you have further questions, you can use the "Email Us" link on the right side of this page to see if you are us...

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How Can I See My Course Progress and Course History?

To view all your Courses that are In Progress or that have been Completed, select the My Dashboard link in the top navigation menu and go to the Courses tab. From the Courses page, you will be presented with t...

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How Do I See My Complete History of Notifications?

There are two ways to see all of your previous notifications: If you have more than 5 notifications that have not yet been cleared or reviewed, you can click on the notifications icon in the top-right corner...

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How Can I Find My Certificates?

To view all your previous Certificates, use the My Dashboard link in the top navigation menu, then select the Certificates tab. On the Certificates page, you'll see the most recent certificate you've earned...

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Buffering issues: How to adjust video quality and speed if you encounter?

Many of you are using multiple devices at work, at home, and on the road, and you may have different bandwidth and other IT setups in each place. If you are on wireless connection or unstable network, you might...

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