This article provides many methods for troubleshooting and fixing audio and video problems that may arise when trying to watch a course on a browser. When our support team receives questions about playback problems, they also consult this article's troubleshooting procedures.
Additional resources:
-
Learn more about Thkee’s system requirements.
-
Please note that a broadband connection with a minimum speed of 5 Mbps is required to watch a Thkee course on your device.
-
How to check if your playback environment is causing the issue
To determine whether the problem is with your device, settings, or internet connection, please try the following when accessing Thkee through a browser:
-
Try watching another lecture or course (if you are only enrolled in one course, you can use the course preview feature).
There might be a technical problem with the original video if you can watch other lectures without any issues. Kindly get in touch with Thkee support so that our team can look into the matter more and submit a report.
If you’re encountering playback issues with other lectures, however, then please try the troubleshooting steps below.
How to resolve audio and video issues with your playback environment
If you’ve determined the problem is due to an issue with your course playing environment, please do the following:
-
Try watching the original lecture in an incognito window.
-
If the video plays without issue, try checking your extension, plugin, or firewall program on your device to see if it needs to be reconfigured or disabled.
-
Try a different browser.
-
If you’re not already using Google Chrome, we recommend using it, as we’ve found it works best to watch Thkee courses.
-
Update your browser.
-
Check your browser version and update it if needed.
-
Clear your browser's cookies and cache and restart it before trying again.
-
If you have a lot of browser tabs open, close most of them except the one you’re using to watch the course.
-
A minimum internet speed of 5 Mbps is required to watch a Thkee course on your device. Test your internet connection speed to make sure your environment meets this and that your system meets Thkee’s requirements.
- If you have a slow internet connection, consider reducing the lecture's video quality or watching the course at a later time when your connection is stronger.
-
Disable any installed hardware acceleration (in Firefox or on Windows).
-
Check your audio settings.
- Make sure the video is not muted and that the course player volume is turned up if you are experiencing audio issues. Verify your device's sound settings.
-
Restart your computer and network devices (modems/switches/routers).
Are you encountering a “Problem with your system settings” error notification?
If you’re encountering an error notification while viewing courses, that states there is a problem with your system settings, please try the troubleshooting steps below.
-
Update your browser to ensure you’re using the latest version.
- Make sure your device is set to play protected material if you're using Microsoft Edge, Mozilla Firefox, or Google Chrome. If any of these settings are not enabled, first activate them and then make sure your browser is cache-free before attempting to see if the video content loads.
-
Learn how Chrome users can manage protected content. You must allow sites to play protected content. If you are using Google Chrome in a Windows environment, you will also need to allow sites to identify your device.
-
Learn how Firefox users can manage protected content. The Widevine Content Decryption Module provided by Google Inc. must be set to ‘Always activate’.
-
Edge users can navigate to edge://settings/content/protected content and ensure that both settings for playing protected content and identifiers for protected content are toggled to the ‘On’ position.
-
- Make sure your device is set to play protected material if you're using Microsoft Edge, Mozilla Firefox, or Google Chrome. If any of these settings are not enabled, first activate them and then make sure your browser is cache-free before attempting to see if the video content loads.
If you're using a supported version of Chrome or Edge, and the above steps don’t resolve the issue, please do the following:
-
If you’re using Chrome, enter chrome://components/ into the URL bar at the top of your browser. Enter edge://components/ if you’re using Edge.
-
Next, navigate to Widevine Content Decryption Module.
-
Update the Widevine Content Decryption Module so that the version number is 4.10.2198.0 or greater (and, or, the status reads it’s up-to-date).
Next steps?
After completing the previously mentioned steps, if the problems persist, get in touch with our support staff.