What do I do if I can’t hear the audio?

Please click on the "Reload Viewer" button located with the blue buttons along the lower left corner of the video viewer page, it is also located under the Help tab in the video viewer page and looks like this:

If the issue continues:

Please try the below suggestions to troubleshoot your audio issues.

  1. First, please open a new tab (CTRL + T in most browsers) in your browser and go to youtube.com and click on any video to confirm you're able to hear audio. This can confirm whether this lack of audio is an issue with your machine or with the program. If you are not able hear audio on a YouTube video the issue is with the audio settings on your computer/device.

  2. Try closing the viewer tab, returning to your online account and launching the viewer again by clicking the green Launch Viewer button under the title of the course.

External Speakers

  • Confirm speakers are plugged in and powered on.

  • Confirm the volume is turned up on the speakers.

  • Confirm that the speakers are plugged into the correct port on the back of the computer.



Internal Speakers (Laptop)

  • There often is a "mute" key on the keyboard for muting audio on laptops. Try clicking this and/or the volume UP key.



System Volume

There is a speaker icon next to the computer clock in lower right corner of screen on Windows computers.

If you click this icon you can adjust your overall system's sound settings.

If none of these solutions work and you need assistance, do not hesitate to contact Customer Support at psychotherapyexcellence@ce21.com or at 01865 428 649

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