Ignitia Troubleshooting: A Video is Not Loading

Online education provides opportunities to enrich learning beyond just reading the text and answering questions. Students can watch and rewatch videos within a lesson to clarify or visualize a concept. However, once in a while, an issue may result in a video not playing.

The good news is that there are several solutions for resolving a video that won’t play. If you do not have time to troubleshoot, you should use a separate computer. If you have time to troubleshoot, you need to ensure that the computer in use is updated in the following areas:

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1. Check your Internet browser.

Ensure that you are using Chrome or Firefox, the two browsers we recommend for use with Ignitia.

1. If you are not using either Chrome or Firefox, download and use either one.
2. If you are using Chrome, try Firefox. If you are using Firefox, try Chrome. These browsers may have updates available as well. Ensure that you are using the latest versions:
   
   1. Updating the Chrome browser 
   2. Updating the Firefox browser

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2. Check whether the video is based on Flash.

At the end of 2020, a significant chapter closed in the history of the Internet: Adobe Flash was discontinued. 

Some videos on the Internet still depend on Flash to run, meaning that they will longer function. If a video in Ignitia tells you that it needs Flash, then you will unfortunately not be able to watch it. Message your teacher about the issue and ask if they have a different link to the video or an alternative resource.

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3. Ensure that your computer’s Operating System (OS) is up to date.

If the first two steps do not work, ensure your OS is current. The Operating System is the software that your computer runs on.

• Ensure that your PC’s Operating System is up to date.
• Ensure that your Mac’s Operating System is up to date.
• Ensure that your Chromebook’s Operating System is up to date.

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4. Check your security software.

Sometimes, security software will halt a video from playing. If you feel comfortable with it, you can update, adjust, or temporarily turn off your security software to watch the video. Because we don’t know which security software you are using, we cannot offer specific steps for this. But these kinds of options are often easy to find in your software’s settings.

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5. Contact Ignitia Technical Support.

If you completed the first four steps and still cannot view a video, contact Ignitia Technical Support at (800) 735-4193.

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Since 2003, Enlightium faculty and staff have served partner schools, online, and homeschool K-12 students. With parental support, excellent instruction, and a personalized approach to learning, Enlightium equips students with the academic, spiritual, physical, social, and emotional skills they need to succeed in life. For any other questions about Enlightium, please call (509) 319-2288 or visit EnlightiumAcademy.com.