If you are experiencing problems with videos not playing, try the following:
Check that you have a working internet connection on your device. Browse the web generally, perform a search and see if everything is ok. Restart your device (turn it off and on again).
If you are using an Apple device, an iPhone or an iPad, your device may need an update. We recommend upgrading your operating system, as this is a known issue with older versions of iOS (Apple). To do this on your iPhone or iPad devices, go to Settings > General > Software Update
Check if your software is up to date and if it isn’t, update to the latest version.
If you are using an Android device, you may also need to update your operating system. Go to Settings > About Phone (it’s at the very bottom) > System Updates
Try lowering the resolution by clicking the cog icon (like a little settings icon) and reducing the quality to 360p.
If you are using the app, please ensure you have the latest version by updating in the App Store or Google Play.
If you upgrade your operating system / app and still continue to experience problems watching the videos, email us at firstname.lastname@example.org and we can give you a hand.