Video Tracking & Playback Issues

Why are the videos I’ve watched not tracking?

This can happen for several reasons, you’ll need to:

• Logout, log back in, then refresh the page where the video wasn't tracking. 
• Review your browser settings. Sometimes videos do not track due to strict browser settings. Check the browser you used such as Chrome, Firefox, and Safari follow the instructions linked to see if your popups are enabled. You can add Hearingfirst.org to the safe list.
• Review your popup blockers. If you have a popup blocker switched on, this could be the cause, or if you have any other kind of extension like Ublock. Popup blockers can prevent tracking in our system. 
• Check your device settings. Macs and work computers can have additional blockers in the background or strict firewalls. For work computers we recommend contacting your IT Admin for assistance.
• Try using InCognito, InPrivate, or new private window depending on the browser you are using. 
• If you have the following Extension you will need to disable or use a private window. 
  
  • AI-powered Notes on Videos - Video Notebook

Why is my video skipping or looping? 

• Logout, log back in, then refresh the page where the skipping or looping occurred. 
• Clear the cookies/cache in your web browser. To do this you can go to the search history in your browser and select “clear browsing data” or something similar.
• If these recommendations do not work, then we suggest, if possible, that you try viewing this particular video on your phone or a tablet to see if it will play.

Why can’t I fast-forward a video?

• Videos that are set as a requirement to earn CEs need to be watched in full before you can fast-forward to different sections of the video. Once the video is watched or the lesson containing the video shows that you Completed it, you can skip to any section of the video.