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Video is Blank or Won't Play
Video is Blank or Won't Play

Some steps to fix issues when you try to watch a video and it either just keeps spinning like it's loading or gives you a blank page

Paol avatar
Written by Paol
Updated over a week ago

There can be many reasons why videos will not play, but we've listed down the most common reasons and how they can be fixed:

  1. Javascript isn't enabled.
    What to do:
    - Use the recommended browser: Google Chrome
    - Open Chrome
    - At the top right, click More Settings
    - At the bottom, click Advanced
    - Under "Privacy and security," click Content settings
    - Click JavaScript
    - Turn on Allowed (recommended)
    ​

  2. Use an updated browser version.
    What to do:
    - Check for new Google Chrome version here
    ​

  3. Ad-blocking software is turned on.
    What to do:
    - Either turn off ad-blocking software or white list https://learn.nexgent.com/ in your approved server list
    ​

  4. There are other issues with your device.
    What to do:
    - Try a different computer
    ​

  5. There is an issue with your network connection (especially work and public networks that restrict videos from playing).
    What to do:
    - Try a different network connection
    ​

  6. You are using a VPN service.
    What to do:
    - Turn off the VPN service as some blocks you from accessing certain websites

**If none of the above steps have worked, it is very likely that the server is experiencing problems. You may email us at support@nexgent.com or chat with us through the chat button on the bottom right part of the learning portal. We are available from 7 AM to 3 PM Mountain Time Mondays to Fridays except holidays.

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