Video Playback Troubleshooting

Video Playback Troubleshooting

If you have trouble viewing videos on, please use these following step to troubleshoot the issue. Our videos are hosted on, you can find their full documentation on playback troubleshooting here.

1. Clear Your Browser Cache
This is recommend this as the first step to troubleshooting playback issues.
Chrome Chrome — > Clear Browsing Data or History — > Show Full History — > Clear Browsing Data … 
Safari Preferences — > Privacy —> Remove All Browsing Data
Firefox History — > Clear recent history
Internet Explorer Tools — > Internet Options — > Browsing History

2. Check Your Internet Speed
A connection speed of at least 5 megabits per second is needed for an optimal experience with HD capability. Check your speed at

3. Try a Different Browser
Sometimes a browser extension or plugin can interfere with media being loaded. The easiest way to test if a plugin is causing the problem is to open an Incognito or Privacy browsing window, or try a different browser all together. If the video plays successfully, you likely have an extension or plugin interfering on the browser where the video won't play. 

4. Check your Firewall / Network Settings
Videos that don't display at all can be an indicator of a Firewall security block (eg: Bitdefender, Norton, McAfee, etc) ,please add the following urls to your allow list:
    • Related Articles

    • Video Options

      Here are some helpful tips on playing video on Please note that Captions are only available on select videos. Captions Select which language you would like captions to appear in or turn them off. Search Video allows you to search ...
    • Body Code 2.0 Application Download Troubleshooting

      All Systems: Download Steps: If you are experiencing an issue with your Body Code application download not completing, this may be due to a download speed issue. To ensure optimal speed other than connecting to a faster internet connection, please ...
    • Body Code App iOS Troubleshooting: Uninstall and Reinstall

      Please use the steps below to uninstall and install the Body Code iOS app if you are having technical difficulties. Step 1: To remove an app from iOS device, press the icon on the device for the particular app you wish to delete until all of the ...
    • Access to Webinars

      We aim to have all of our webinars available for viewing on as soon as they have been edited, which is usually within 48 hours. Free & Paid Membership Webinars We offer many of our webinars for free on ...
    • Trouble Logging In and I Am Sure My Login Details Are Correct

      If you are unable to log into and you are confident your email and password are typed correct (case sensitive) try these troubleshooting steps: 1. Clear the cache and cookies for the web browser or device you are using to log in ...