My video isn't loading and shows a blank screen
The large majority of the time video issues are browser-specific; for example, it may be that you have a plugin installed that is blocking the videos or your browser may not support the file type you are using. Try using a different browser or an incognito window instead.
Sometimes your network may be blocking our video host. You may also need to add the following to your safe list:
*.wistia.com
fast.wistia.net
embedwistia-a.akamaihd.net
My video is loading slowly
Our video hosting is very reliable and the large majority of instructors find that they have no issues at all with videos loading slowly.
If your videos are loading slowly, it is most likely related to your internet connection. A quick tip for improving video playback is to click on the gear icon in the video player and choose a lower quality setting, as shown below.
The video loads or is showing a loading icon but won't play
If the video loads in the player, or loads and then shows a spinning wheel/loading icon, you'll want to check your device's operating system is fully up-to-date.
For Windows devices, you can view instructions for how to check for an update here, and for macOS you can view update instructions here.
Troubleshooting videos with our Support team
If none of the above troubleshooting tips have helped, please Contact us on [email protected] with the following details:
- Which videos you're having a problem with - is it all videos in the course or specific ones? If it's specific videos then please send over links to some examples.
- Which browsers you've tried - please try at least two browsers before messaging us. If you still can't get the videos to play, then please let us know which two browsers you've tried (name and version). Not sure which browser you're using? Head to whatismybrowser.org to find out!
- What kind of device you're using - Computer, iPhone, iPad, Android phone/tablet?
- What internet connections have you tried? If possible, send us a screenshot of your internet speed (you can use http://www.speedtest.net/ for example).
System Requirements and Supported Browsers
The other sections are styled to help you create beautiful, high-converting pages. If you already know exactly what you want, use this section to add text, images, video, audio, etc. and build something completely custom. This is your sandbox — create what you want!
Scheduled System Maintenance
We're always working to make awesome upgrades and feature updates to our Thinkific platform so it includes all the great stuff you want to see! In order to make some of the more fundamental changes, sometimes we need to schedule some routine downtime.
What will students see if they try to access course site during maintenance?
If there is system downtime during the maintenance, site visitors will see a white-labeled message explaining that course site is undergoing maintenance and will be available again shortly.
You can always check the status of the Thinkific application here for status updates: http://status.thinkific.com