Here Are Solutions To
Common Video Playback Problems…
- The Video doesn’t play, there’s just a box that appears or an error message…
- The PDFs don’t load or are taking forever…
- Some of the videos appear to be missing…
- When watching a video, it keeps pausing every few seconds and I get “buffering” messages…
- The audio is out of sync with the videos…
- The video stops at a certain point and no matter what I do it won’t play any further…
- The videos have weird blue, green, or black blocks or lines all over them…
- I can’t see the entire video screen or it appears cut-off…
- On an iPad, I can’t scroll through the list of videos…
- iPad, iPhone, Android, etc [Tablets and SmartPhones]: The Easy-Fill Forms don’t work…
- The videos won’t play on my iPad or iPhone…
- I’ve done all the above, but nothing works, I still can’t watch your videos…
- The video doesn’t play – There’s just a box that appears or an error message…
- The version of Flash on your computer is out-of-date. You need to download and install the latest version of Flash for your browser (it’s free). To download and install the latest version of Flash, just click here. If you still have problems, then completely uninstall Flash from your computer, download the latest version of Flash again and re-install. By the way, different browsers require their own Flash updates, for example if you update Flash in Internet Explorer it will not be updated in Firefox too.
- The PDFs don’t load or are taking forever…
- The version of Adobe Reader on your computer is out-of-date. You need to download and install the latest version of Adobe Reader for your browser (it’s free). To download and install the latest version of Adobe Reader, just click here. If you still have problems, then completely uninstall Adobe Reader from your computer, download the latest version of Adobe Reader again and re-install. By the way, different browsers require their own Adobe Reader updates, for example if you update in Internet Explorer it will not be updated in Firefox too.
- Some of the videos appear to be missing…
- The page may have not loaded properly or it may have taken too long to load. Try refreshing the page by clicking the refresh button on your browser, or by pressing F5 on your keyboard. If that doesn’t work, try restarting your computer and trying again. This is a know problem with older browsers. If the previous suggestions didn’t work, you may consider updating your browser to the latest version if it isn’t already.
- When watching a video, it keeps pausing every few seconds and I get “buffering” messages…
- This is caused by the speed of your Internet connection and/or the processing power of your computer. Nearly all videos on the Internet are simultaneously downloaded and played at the same time. If your Internet connection isn’t fast enough (meaning your computer is trying to play the video faster than it can download it), you’ll get this problem. Also, it could be caused by your computer not being powerful enough to both download, decode and playback the video at the same time (this is especially true with high-quality videos, like on this site…and…if you have an older computer). Whatever the case, the easiest solution is to start playing a video, hit the pause button, wait until the video is completely downloaded and then hit the play button again. This will provide uninterrupted video playback.
- The audio is out of sync with the videos…
- Your computer doesn’t have enough resources free to simultaneously download, decode and playback the video in real-time. You need to free up system resources by closing unused programs or reboot (or if you have an older computer, you need to upgrade it).
- The video stops at a certain point and no matter what I do it won’t play any further…
- Your browser’s cache is full. Here’s how to clear it.
If you’re using Internet Explorer, do this:
1. In Internet Explorer, from the main menu bar, choose Tools and Internet Options
2. Under the General tab and Browsing History click the Delete button and make sure Temporary Internet files is checked and then choose Delete
3. Close and restart your browser and try viewing the videos again.
If you’re using FireFox, do this:
1. In Firefox, from the main menu bar, choose Tools and Clear Recent History
2. Select the items to clear and choose Clear Now
3. Close and restart your browser and try viewing the videos again.
- The videos have weird blue, green or black blocks or lines all over them…
- This is a problem with certain video cards under Windows 7 and video encoded with the H.264 codec. You need to either update the drivers for your video card or delete the drivers for your video card and reinstall them. Until you do, you’ll have the same issue with all video encoded using H.264 on the web. Watch the videos on a different computer to verify this problem with your video card drivers.
- I can’t see the entire video screen or it appears cut-off…
- Many of the videos on our web site are opened in lightboxes (your screen darkens and the video appears all by itself in the middle of your browser). Some versions of browsers (especially Internet Explorer) have conflicts with lightboxes. Instead of left-clicking on the image or text links to open the videos, right-click on the image or text links instead and choose “open in new tab” or “open in new window”. This will bypass the lightbox effect and open the video in a separate tab or browser window
- On an iPad I can’t scroll through the list of videos…
- You need to swipe with two fingers instead of one, to scroll. This is how the iPad handles iframes on the web. This is documented in the user guide for your iPad.
- iPad, iPhone, Android, etc [Tablets and SmartPhones]: The Easy-Fill Forms don’t work…
- Unfortunately, the Apple iPad, the iPhone, Android phones, and other tablets are not yet easily compatible with Adobe’s Easy-Fill PDF Forms. Although there are a few low cost apps available, if you want to fill in the Action Guide as you go and save that file, you’ll need to use a regular PC or Mac. Otherwise, you may consider printing the Action Guide and filling it in by hand as you go through the videos.
- The videos won’t play on my iPad or iPhone…
- You need to have an iPhone 4 or newer to watch our videos on your iPhone.
- If you are still having problems, try viewing the videos on a desktop or laptop computer.
- I’ve done all of the above, but nothing works, I still can’t watch your videos…
- The first thing you need to do is try watching the videos on a different computer…you’ll probably find they play fine. 99.9% of unresolved video playback issues are specific to something on an individual computer. Try updating your browser. Click on your browser in this list to get the latest updated version: Internet Explorer, Firefox, Chrome, Safari, or Opera. Also try watching the videos in a different browser. For example, if you’re using Internet Explorer, try using Firefox instead. If you still have problems, it’s likely your computer has configuration issues and needs to be worked on by a qualified technician.
