Overview

Some users have reported an issue where the download icon for playlist content cartridges appears greyed out or disabled, preventing them from downloading and embedding playlists into their Learning Management System (LMS). This can cause difficulties, especially for educators who rely on these downloads to integrate video content into their courses.

It is intended for professors and instructors who download content cartridges for use in an LMS (Canvas, Moodle, Blackboard, D2L).

This article explains the common causes of this issue, provides troubleshooting steps, and outlines best practices to resolve it quickly.

Description of the Issue

Professors and educators who previously were able to download content cartridges from JoVE playlists may suddenly find that the download button is no longer active (greyed out) on certain playlists. This prevents them from exporting playlists for LMS integration.

This situation is often urgent because it impacts course preparation and content delivery, especially when courses are already in progress. Attached is an example screenshot for your reference.

 

Common Causes

1. Browser issues

• Cached data or cookies are interfering with platform functionality

• Browser compatibility issues

• Temporary loading issues in the browser

2. Temporary platform glitches

Occasionally, specific playlists may not load correctly, which disables the export button.
 

3. The Playlist Has No Videos

A playlist export will be disabled if the playlist is empty or contains videos that cannot be exported.

A playlist may contain:

• Only unsubscribed videos

• Videos that have been removed from the platform

• Archived or deprecated videos

While browser issues can cause the button to appear disabled, in practice, playlist content issues are a more common cause.
If a playlist contains no valid, active videos under your subscription, the download option cannot be enabled.

Basic Troubleshooting steps: 

Basic-Troubleshooting-Steps-for-JoVE-Access-Issues
 

Recommended Next Steps

• If the troubleshooting steps above resolve the issue, the user should be able to download the playlist content cartridges successfully.

• If the problem persists, please contact us directly at support@jove.com and kindly include the following information on this article:  
  Steps-to-Report-an-Issue-Screen-Recording-URL-Device-Browser-and-Email-Information

We’re here to support you every step of the way because your success and seamless experience with JoVE matter deeply to us.