Troubleshooting Video Playback Issues

We understand how frustrating it can be when course videos do not play smoothly. Videos are a key part of your learning experience on eolas Campus, and we are here to help you resolve playback issues quickly. Follow this guide to troubleshoot common problems.

1. Check Your Internet Connection

A slow or unstable internet connection is the most common cause of video playback issues.

• Ensure your device is connected to a reliable Wi-Fi or mobile data network.
• If possible, test your connection by loading another website or video.
• For the best experience, aim for an internet speed of at least 5 Mbps.

2. Check for Cookie Consent Prompts

Your browser may require you to accept cookie permissions before videos can play. This is managed by our cookie consent plugin.

• Look for a cookie consent prompt at the bottom right of the screen or in a dropdown menu.
• If the prompt does not appear automatically, click the dropdown or upward arrow at the bottom of the page to reveal it.
• Accept the required cookies to enable video playback.

3. Refresh or Restart

Sometimes, a simple refresh can fix minor glitches.

• Refresh the page by clicking the reload button in your browser.
• If refreshing does not work, close your browser and reopen it, then log in again.

4. Clear Browser Cache

Browsers store temporary data, which can sometimes cause problems. Clearing your cache may help. Most users telling us they could see only an empty space or frame instead of the video was related to cache. 

• Open your browser settings and locate the Clear Browsing Data or Clear Cache option.
• Select “Cached Images and Files” and click Clear Data.
• Log in again and try playing the video.

5. Switch Devices or Browsers

If the issue persists, it might be related to your device or browser.

• Test the video on a different device, such as a smartphone, tablet, or another computer.
• Try using a different browser, such as Google Chrome, Apple Safari, Mozilla Firefox, or Microsoft Edge, as they work best with eolas Campus.

6. Check for Updates

Using outdated software can cause compatibility issues.

• Make sure your browser is updated to the latest version.
• If you are using a mobile app, check for updates in the app store.

7. Disable Browser Extensions

Some browser extensions, like ad blockers or pop-up blockers, can interfere with videos.

• Disable any extensions and try playing the video again.
• If this resolves the issue, consider whitelisting the eolas Campus website.

8. Contact Support

If none of these steps resolve the issue, we are here to help.

• Submit a ticket through the Support Portal with the following details:
  • The name of the course and video.
  • The device and browser you are using.
  • Any error messages or screenshots, if available.

We are committed to ensuring a smooth learning experience for you. Let us know if you need further assistance, and we will resolve the issue as quickly as possible!