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Troubleshooting Videos Not Playing

Updated on 3 Dec 2018

What to Do If My Customer's Video Won't Download and/or Play

If videos aren't playing for you, that's a problem. Let's get it fixed.

In order to find out what the problem is, we're going to need some information from the person experiencing the issue.

  1. Go to this URL and tell us what you see
  2. Try in another browser (Chrome, Safari, Firefox, Edge, Internet Explorer, iPad). Is it still not playing?
  3. If you can, try another internet provider, eg. at home, at the office, via your cell phone, at your neighbor, a coffee shop, etc.
  4. Now we get technical: Make a "traceroute" to "". Here's how to do that.
  5. Go to this URL and tell us what it says your IP address is

Also, if we could get:

  1. The link to the page where the video is
  2. Who is having the problem
  3. Roughly what time

I know it's a lot to ask, but if you help us get to the bottom of a problem, then chances are that problem is never gonna happen again, and we can all happily watch videos for the rest of this world.

Thank you so much!