Introduction
From time to time your learners might run into the one of the following situations:
- A learner is trying to view a video from within one of your courses, and receives an error that says, “Video unavailable. Please check the URL”
- A learner is trying to view a video from within one of your courses, and receives an error that says, "It is not possible to view the video right now."
- A learner is trying to view a video from within one of your courses, and receives an error that says, "You've lost connection! Trying to reconnect... READ MORE"
If all of the errors appear at the same time, the full page of the course may look as follows:
- A learner is trying to view a video from within one of your courses, but the video area is blank:
This article will step you through troubleshooting the problem.
Troubleshooting these error messages and/or blank videos
To troubleshoot any of these error messages:
Find out which browser and device is being used
Ask the learner what browser, version, and device (i.e. PC, Mac, or mobile) they are using - you can send this link: https://www.whatsmybrowser.org/ to find out which browser and the version that is being used.
Enrol yourself onto the same course as a learner
If you haven't already done so, enrol yourself as a learner onto the same course, using the same browser and version as they are, try to run the video on both PC (desktop computer) and on an mobile phone device to see if you are able to replicate. If you are able to, then there might be a problem with that video - try other videos if you have access to any.
If you are not able to reproduce the error message(s), and are able to view and run the video successfully, in both instances, then it could be limited directly to the learner and their setup i.e. their network could be blocking the video - so in the first instance please ask them to speak with their IT department if possible.
Check their network
You could suggest that the learner also tries to access via a different network, e.g. from their mobile phone if they have one, and/or a home connection.
Use a different browser
Suggesting they try another browser, (if they haven't already done so,) in case it is limited to a specific browser.
They could also try a browser running in private/incognito mode, as that can sometimes make a difference as it tends to disable any plugins that might be causing an inference with running the video.
To troubleshoot blank video:
Firewall/content filter configuration
If you are not able to view the video as the video area is blank, the video could possibly be being blocked. So you may need to add some additional configuration to your firewall and/or content filter should you run into difficulties.
We recommend whitelisting the following URLs to ensure seamless access to Nimble for your learners:
- nimble-elearning.com
- elearning247.com
- nimble-eu-west-1-v2stack-production-uploads.s3.eu-west-1.amazonaws.com - Used for uploading files to Nimble
- *.cloudfront.net - Amazon's content delivery network
- *.gstatic.com - Google's content delivery network
- *.appsync-api.eu-west-1.amazonaws.com - Used to save and load course data
- *.execute-api.eu-west-1.amazonaws.com - Used to interface with Nimble Author services
Video Transcript
Alternatively, if you have the original video transcript you could always send it onto your learners so that they have the relevant information, or these are some online tools that allow you to transcribe the video if needed:
These articles offer the best recommended tools:
They would need a copy of their original video files.
Or, if they can get an audio file from their video, they could try audio to text tools:
They will need to be aware of any privacy and/or data issues, depending on the video content.
Still having problems? Contact the helpdesk
If they are still having problems after following the above steps, please contact support@nimble-elearning.com and we’ll be pleased to help! When getting in touch, you should provide us with a screenshot of their full screen with the developer tools open and showing the console, so that we can investigate:
Comments
0 comments
Article is closed for comments.