Canvas, Troubleshooting Common Video Playback Issues

Video playback issues can stem from a variety of causes. Check out the suggestions in this guide for common solutions.

Try viewing the video in private browser window

If viewing the video in a private browser window works, then you will want to clear your browser cache for at least the previous 24 hours. 

Use one of the recommended browsers

We recommend Chrome, Firefox, or Microsoft Edge for most applications. Safari is not recommended. However, if you must use Safari, you will need to change some additional settings

Enable third-party cookies

Follow the steps in this guide if you see a notification in Canvas that states "It seems your browser is blocking 3rd party session cookies which are required for the Kaltura application. To resolve this issue, please update your settings to allow 3rd party cookies."

Update your browser

Videos may not play properly if your web browser is outdated. Using the latest version of your web browser will help with video playback and ensure that the software has the latest security features.  

Reset your internet connection or restart your router

Loss of connection or an intermittent disruption to your connection can prevent videos from loading or affect playback. While rare, a troubleshooting step to try is toggling Wi-Fi off and on or restarting your router. These steps will only be necessary if you have exhausted the above options and your internet connection outside of Canvas is also affected.

Get support

For further assistance, please reach out the appropriate support contact
Scenario Contact
For technical assistance with the above steps Tech Services Help Desk,, 217-244-7000,
For iDegrees students who cannot access course material after trying the above Gies Online Programs iDegrees Support Team,
For all other students who cannot access course material after trying the above Gies Teaching & Learning,

Keywordsembed, player, cache, Chrome, Firefox, Safari, Edge, browser, "play back", stuck, "won't play", LMS   Doc ID132134
OwnerAllison P.GroupUI Gies College of Business
Created2023-10-16 16:48:22Updated2023-10-16 17:14:32
SitesUI Gies College of Business
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