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

**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 9 AM to 5 PM Pacific Time Mondays to Fridays except holidays.

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