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Blank/Black Screen - The video won't begin playing

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Jordan Baggs
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The Videos Won't Begin Playing/Sound Doesn't Work

There are several things that can prevent the videos on your training page from playing or sound working. We use Vimeo as our content delivery network so often there is something blocking the vimeo.com website. Here are some potential candidates:

  • A browser extension
  • An antivirus
  • A firewall
  • An accountability program (such as Safe Eyes or Covenant Eyes)

If you are aware of any such software on your computer or network you can try temporarily disabling it to see if that allows the videos to play. Once you discover which of these may be blocking the videos, you can try setting it to allow vimeo.com.

 

Browser Extensions

Here are instructions for disabling add-ons or extensions for each common web browser.

IE_logo.jpeg  Internet Explorer
Safari_logo.jpeg  Safari


If you discover that the problem is no longer present when all add-ons and extensions are disabled, then you can begin the process of finding out which one is causing the problem.    

  • You will need to disable each extension, one at a time, and return to your Security Awareness Training page to see if it has solved the issue.

 

Disable_Extension_DS.png

 Once you have found the extension that is causing problems, you can leave it disabled.

 

Other Possible Causes

If the above sources are not causing the issue, you can try changing your hardware acceleration settings.

 

Hardware Acceleration

You can adjust the hardware acceleration settings by following these steps:

 

Google Chrome Users

1. Click "Customize and Control Google Chrome" (top-right corner) and choose settings

2. Choose "Show Advanced Settings" at the bottom

3. Under "System" find "use hardware-acceleration when available" and click the check box

4. Restart Chrome

 

Firefox Users

1. Click "Tools" and select "Options"

2. Choose "Advanced" and then the "General" Tab

3. Next select "Use hardware acceleration when available"

4. Restart Firefox

 

Internet Explorer users

1. Click Start, and then click Internet Explorer.

2. Click the Tools icon in the upper-right corner, and then click Internet Options.

3. Click the Advanced tab, and then under Accelerated graphics, select the Use software rendering instead of GPU rendering check box.

4. Click "Apply" and restart your computer.

 

Other Possible Causes

If you are using a proxy server, that could also be preventing the videos from being delivered to your computer properly.  If this is a church or office network, you may want to speak to your network administrator or IT specialist about this.

The final possibility is that your browser does not have Transport Layer Security (TLS) enabled. Most modern browsers have TLS enabled by default.  To enable TLS, follow the steps below for your browser.

 

 Chrome_icon.jpeg Chrome: Customize Chrome chrome_extension_control_icon.png > Settings > Show Advanced Settings > Network -Change Proxy Settings > Advanced > Use TLS 1.0


IE_logo.jpeg Internet Explorer: Tools > Internet Options > Advanced > Use TLS 1.0


 Firefox_Logo.jpeg Firefox: The newer versions of Firefox no longer have an interface to change this setting - it's already enabled by default - but for those who are a bit more tech savvy you can find more information in this forum - https://support.mozilla.org/en-US/questions/968520

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