My Video isn’t loading.

  1. Try refreshing your viewer by going to the Help tab in the viewer and clicking on the "Reload Viewer" button. This "Reload Viewer" button may also be located at the bottom of your video viewer page and looks like this:

You may also want to try closing the viewer window and re-launch the viewer from your, 'My Account' page.


  1. Your Internet cache in your browser may need to be cleaned/cleared out. If you are unsure on how to clear your browser cache, an alternate and quicker option is to try switching to a different browser to continue viewing the program. If you're on Internet Explorer - try switching to view the program on Google Chrome browser. Other popular browsers such as Safari and Firefox are compliant with playback. Following this step resolves the vast majority of playback issues.


  1. If you are still having problems, please contact the Help Desk at or 01235 847 393.

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