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


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

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

Also, if you have just purchased a brand new computer (PC or Mac), you may not yet have the required software installed to run the video player. 

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

  • Try updating your version of Adobe Flash Player (click here to test your computer and install the software)
  • Reboot your computer
  • Try a different web browser (e.g. if you use FireFox, try Internet Explorer, etc. Don't forget to update Adobe Flash Player as mentioned above)
  • Try viewing the video on a different computer


Note: If you are having trouble installing Adobe Flash Player on your PC, please refer to the following troubleshooting page - https://helpx.adobe.com/flash-player/kb/installation-problems-flash-player-windows.html

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