Troubleshooting Video Play back Issues on JoVE

If you are experiencing issues while trying to play JoVE videos in the App or in an LMS environment (e.g., videos not loading, errors, fullscreen not working, or videos not playing), please follow the steps below to narrow down and resolve the issue.

  1. Basic Browser Checks

  • Ensure you are using an up-to-date browser (Google Chrome, Mozilla Firefox, Microsoft Edge, or Safari).

  • Try accessing the video in Incognito/Private mode to rule out cache or extension conflicts.

  • Clear your browser’s cache and cookies, then refresh the page.

  1. Device & Network

  • Try playing the video on a different device (laptop, desktop, tablet, or mobile).

  • Test on a different network connection (home Wi-Fi, mobile hotspot, or institutional network).

  • If you are at an institution, check with IT if there are firewall or proxy restrictions that may block streaming.

  1. Video Playback Controls

  • If the full-screen button is not working, try another browser and ensure pop-ups are not blocked.

  • If clicking “Next” does not load the next video, wait a few seconds as videos may take time to buffer. Refresh if needed.

  1. Access & Permissions

  • Confirm that your institution has an active JoVE subscription covering the video you are trying to access.

  • If you are accessing from outside campus, make sure you are logged in with your institutional account or using VPN/Proxy if required.

  1. Advanced Steps

  • Disable browser extensions (especially ad blockers or privacy add-ons) as they may interfere with video playback.

  • Try lowering video quality (if available) for smoother playback on slow internet connections.

  • Enable third-party cookies on your browser

For Google - To enable third-party cookies in Chrome, go to Settings > Privacy and security > Third-party cookies and select Allow third-party cookies.

For Firefox - To enable third-party cookies in Firefox, click the Menu button (three lines), go to Settings > Privacy & Security, scroll to the Cookies and Site Data section, and under Enhanced Tracking Protection, select the Custom option, then choose All cookies from the "Accept third-party cookies" dropdown menu.

For Safari - To enable third-party cookies in Safari, go to Safari Preferences (on Mac) or Settings (on iPhone/iPad), then to the Privacy tab/section. Uncheck both "Prevent cross-site tracking" (or "Allow Cross-Website Tracking") and "Block all cookies" to allow third-party cookies to function.  

  1. Report the Issue

If the problem persists, please contact JoVE Support and include the following:

  • The video link and title.

  • A screenshot or short clip of the issue.

  • Details of your device and the browser you used.

  • Any error message displayed.

 

 

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