Troubleshooting


Use the following information to help you solve any video playback problems you may encounter. The information below will be useful for your IT department or if you need to request technical support from GoSkills.

Test videos

If both videos below play correctly, your browser would appear to be functioning correctly. If you have issues playing a particular video, please try refreshing the page and/or trying another browser (Chrome, Internet Explorer or Firefox). You may also be experiencing a slow internet connection.

If the left video below fails to play, but the right succeeds, the browser, player and GoSkills website are all functioning correctly. The left video failing to play is a sign that your computer or network may be blocked from accessing our content delivery network (CDN).

The solution is to configure your computer or network to be allowed to receive content from the CDN. This may require the assistance of your IT department if you have one. The domains required are: player.vimeo.com, pdl.vimeocdn.com and *.akamaihd.net.

If both videos below fail to play, your browser is having issues with the player. Use the information below the videos to troubleshoot browser issues.

Video player test (Vimeo)

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Video player test (GoSkills)

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Tests

Below are some simple tests to check your browser/computer for video playback issues.

Test Result Description
HTML5 video support HTML5 is the preferred video playback mechanism. If your browser does not support this, ensure you have Flash installed and updated.
Flash player Flash is used to play video if your browser does not support HTML5 video or the specific format being played. Get the latest version of flash from Adobe.
Video player test (Vimeo) Above, left. A quick video test using our standard video distribution network. If this video fails to play, your computer or network may be blocked from accessing our content delivery network (CDN). The domains required are: player.vimeo.com, pdl.vimeocdn.com and *.akamaihd.net.
Video player test (GoSkills) Above, right. A quick video test from our own storage. If this video fails to play, your browser is having issues with the player and/or video format.

Other information

Name Value
Browser

Common problems and solutions

Switch browsers

Browsers have different levels of support for playing videos and sometimes work well on one computer but not on another due to a particular hardware or software configuration. For this reason, simply switching to a different browser will often resolve any issues, e.g. Chrome, Firefox, Internet Explorer, Opera or Safari.

Hardware acceleration

Browsers will sometimes use “hardware acceleration” (also known as “GPU rendering”) to play the video, otherwise they will use “software rendering”. One or the other sometimes doesn’t work well and so sometimes you can get the video working by switching this on or off. Find out how...

Note: if changing a setting as described below does not fix the problem, please set it back again.

Chrome

  • Click in the top right and choose Settings
  • Click “Show advanced settingsā€¦”
  • Scroll down to the bottom and un-tick “Use hardware acceleration when available”
  • Click the little link in “(requires Chrome restart)” that appears beside it

Firefox for Windows

  • Click in the top right
  • Go to the Options menu and then click Options again
  • Click the Advanced tab at the top, then General below that
  • Untick “Use hardware acceleration when available”
  • Click OK and restart Firefox

Internet Explorer

  • Click , or the Tools menu
  • Choose Internet Options
  • Select the Advanced tab
  • Tick the box under Accelerated Graphics that reads “Use software rendering instead of GPU rendering”
  • Click Apply, then click OK
  • Restart Internet Explorer

Also see https://support.microsoft.com/en-us/help/2528233/how-to-enable-or-disable-software-rendering-in-internet-explorer

Flash

Please refer to https://forums.adobe.com/thread/891337

Firewall / corporate network problems

If the left video below fails to play, but the right succeeds, the browser, player and GoSkills website are all functioning correctly. The left video failing to play is a sign that your computer or network may be blocked from accessing our content delivery network (CDN).

The solution is to configure your computer or network to be allowed to receive content from the CDN. This may require the assistance of your IT department if you have one. The domains required are: player.vimeo.com, pdl.vimeocdn.com and *.akamaihd.net.

Audio problems

Sometimes computer audio devices stop working. If this is the case you won’t hear any audio in any application on your computer at all. This is often fixed by simply restarting your computer, but if this does not work, please contact your IT support or computer store for assistance.

Does this YouTube video play sound? If it does, the problem is more likely to do with the video player in your browser. Switching browser might help.

If the problem is just in Internet Explorer, try going to Tools (or click the gear icon in the top right), Internet Options, Advanced and scroll down to Multimedia, then make sure "Play sounds on webpages" is ticked and click OK.

Still having trouble?

If you are still having video playback issues after ensuring you have an HTML5 video supporting browser or the latest version of Flash installed, please don’t hesitate to contact us, and we’ll do our best to help you solve any video playback issues.

What was your solution?

If your player issue was resolved some other way, please tell us about it so that we can help others.