Why are videos not playing or playing slowly in Degreed?

Issue:

I am trying to play a video but it does not start loading or it's too slow.

Cause:

There are a few possible scenarios:

• Your internet connection speed is not enough to load the video
• When you use a browser like Chrome, it saves information from websites in its cache and cookies, which can cause loading and/or formatting issues
• The video is hosted on an external platform: when clicking on the video, you are taken to a different platform to reproduce it. This is something Degreed cannot assist, as we only support issues found inside Degreed
• The video is hosted in Degreed (you can reproduce the video by playing it on a window inside Degreed), but there are warning messages, slowness, or other issues caused by different variables, such as video size
• The content is not actually a video but a video channel link

Resolution:

• Check your internet connection speed to make sure it is fast enough
• Check if the link is for an actual video or a regular web page. If it's a page, you may need to create a new content type, such as a Post, to share the page without a video preview
• You can clear your browsing data following the instructions in the Clear cache & cookies article from Google support
• For videos hosted in an external provider platform, only your organization has access to it and will know what is causing the issue, so you need to reach out to your manager or Degreed administrator
• When the video is hosted in Degreed:
  • If you are a Degreed learner, you can request that the support team investigate. Click on the video's content card and select Report a Problem. Select the appropriate options and send it to Degreed Technical Support, which will review it. Make sure to include the video's exact title, details of the issue you are having, and a full screenshot of what you are seeing
  • If you are a Degreed administrator, check the original file size. Large files take longer to load and this can cause slowness when playing the video. Short videos (5 minutes or less) should not be over 100MB in size. We recommend using a video editor to optimize and shorten the video size