Videos Not Playing / Video Won't Load

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If a video won't start, appears to be loading but never plays, or shows an error message, the issue is usually related to your browser, device, or network settings. This page is a general troubleshooting guide to help you resolve playback issues quickly.

Try These First

Most playback issues can be resolved in a few simple steps:

Refresh the page
Close and reopen your browser completely
Try a different browser
Check your internet connection
Try again in a private / incognito tab

If the problem persists, continue with the steps below.

Common Causes

The most frequent reasons videos fail to play:

Browser is out of date
Browser extensions are blocking playback
Secure video playback (DRM) is not supported
Corrupted browser cache
Missing media components on your operating system
Corporate network or security software is blocking the stream

Step-by-Step Checklist

Update your browser Older browser versions may not support current video playback technologies.

Disable browser extensions Ad blockers, privacy extensions, and script blockers can interfere with video playback. Try disabling them temporarily to test.

Clear your cache Corrupted temporary files can prevent videos from loading. Go to: Browser Settings → Clear Browsing Data → select Cache and Cookies.

Try a different device or network This is the quickest way to determine whether the issue is with your device or your connection.

Seeing a Specific Error Code?

If an error code appears on screen, specific troubleshooting steps will apply.

If you see the following error:

"Your browser doesn't support playing secure videos: 6007"

This relates to a secure video playback (DRM) issue. For detailed steps, see: Secure Video Playback Error 6007 — Troubleshooting Guide

Still Can't Watch?

Contact our support team at [email protected] and include the following information:

Device type and operating system
Browser name and version
Error message or screenshot
Steps you have already tried

This will help us resolve your issue as quickly as possible.