I can't play videos - the sound and/or video is missing or displaying a blank/black box

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Our videos are designed to work on both PC and Mac, with a large variety of web browsers (including Microsoft Edge, FireFox, Chrome, Safari and Opera). 

However, sometimes an older browser may not work correctly with our video software.

Please try the following steps and if you continue having problems, please contact support.

  • Reboot your computer
  • Try a different web browser (e.g. if you use FireFox, try Microsoft Edge, etc.)
  • Try viewing the video on a different computer

You can use the following links to download another browser.

Note: Microsoft Internet Explorer is no longer recommended.

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