Why won’t my projects or videos load or play correctly?

Learn how to fix browser playback and loading issues in WeVideo.

There are several ways to troubleshoot browser playback and loading issues. Consider updating your browser, trying a different browser, clearing browser cache and cookies, disabling browser extensions, trying a different device, trying a different network, or enabling third-party cookies in the browser.

Common browser playback and loading issue causes 

Find solutions to common browser playback and loading issues below.

1. Update browser: See this support article to update Chrome and this support article to update Firefox.
2. Try a different browser.
3. Clear browser cache and cookies: See this support article to clear chase and cookies on Chrome and this support article to clear cache and cookies on Firefox.
4. Disable browser extensions: Sometimes browser extensions can conflict with the video player or project editor.
5. Try a different device: If using a tablet or mobile device, try a desktop or laptop computer. If using a computer, try the former options.
6. Try a different network: If using wireless internet, try connecting to a different network and disabling the VPN.
7. Enable third-party cookies in the browser: Some browsers are configured to block third-party cookies, causing issues with loading content on certain sites. See instructions on enabling third-party cookies in the following browsers:
   • Chrome
   • Edge
   • Firefox
   • Safari (Uncheck “Prevent cross-site tracking”)

Accessing Interactivity with iPads

If a laptop or desktop isn’t available:

1. Use the Chrome browser instead of the LMS app or the built-in Safari browser.
2. Ensure the iOS version is up to date.
3. Adjust settings for the browsers or App:
   • Chrome on iOS devices
     • Block Pop-up: Disabled
     • Allow Cross-website Tracking: Enabled
     • Allow Third-party Cookies: Enabled
   • Safari 
     • Block pop-up: Disabled
     • Prevent Cross-site Tracking: Disabled
   • Canvas App
     • Allow Cross-website Tracking: Enabled
     • Open External Tools in Safari: User preference
     • Reset Cache on Next Launch: Disabled

Browser troubleshooting limitations

• If interactive videos use an external video source (YouTube, Vimeo, etc.), the videos are embedded in the interactive video player with an iframe. Most browsers now have strict policies on autoplaying videos through embedded iframe players, so the embedded video only plays upon receiving user input. After clicking the play button on the interactive video player to initiate the player, the play button on the embedded video also has to be clicked to play.
• WeVideo has added autoplay logic to the interactive video player, letting embedded video play automatically when users start the interactive video player. Not all LMSs support this logic, so users may still need to click the play button for the embedded video to start the assignment if the LMS does not support autoplay.
• It is recommended that users access Interactivity and assignments in the Chrome browser on a laptop or desktop for the best user experience.
• Avoid using incognito browsers when accessing assignments to ensure data can be transferred between platforms smoothly.

For more support and troubleshooting, visit our Help Center. New to WeVideo? Try for free or contact our team to learn more.