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Video & Audio Issues: Troubleshooting

        713-904-3571

If you are having issues watching or hearing the course these suggestions can help you.

Please note that a broadband connection with a minimum speed of 5Mbit or 800kbps is required to watch a 123 course on your device.

Streaming Issues

  • Refresh your browser.
  • Quit your browser and re-open it.
  • Clear your browser’s cookies and cache, if you need help with this send us a message and we can walk you through the steps. Be sure to restart your browser before trying again.
  • Try a different browser, like Google Chrome, Safari or Firefox.
  • What about your browser extensions/plugins/firewall programs? Is there anything that could be interfering with the streaming of the videos? We recommend testing with an incognito window to troubleshoot.
  • Ensure 123’s site cookie is enabled on your browser as blocking this may result in viewing and navigation issues.
  • Check your browser version and update it if needed.
  • Log out of 123 and log back in.
  • Restart your computer and network devices (modems/switches/routers).
  • Try a different device or computer if possible.
  • Try lowering the video quality of the lecture, call us or message us to show you how.
  • Test your internet connection speed, for the less techie audience we can send you information on how to test the connection.

Blank Screen

  • Refresh your browser.
  • Quit your browser and re-open it.
  • Clear your browser’s cookies and cache. Be sure to restart your browser before trying again.
  • Try a different browser, like Google Chrome, Safari or Firefox.
  • Take a note of your browser extensions/plugins/firewall programs. Is there anything that could be interfering with the streaming of the videos? We recommend testing with an incognito window to troubleshoot.
  • Log out of 123 and log back in.
  • Restart your computer and network devices (modems/switches/routers).
  • Check your browser version and update it if needed.
  • Try a different device or computer if possible.

No Audio

  • Refresh your browser.
  • Quit your browser and re-open it.
  • Log out of 123 and log back in.
  • Clear your browser’s cookies and cache. Be sure to restart your browser before trying again.
  • Take a note of your browser extensions/plugins/firewall programs and adblockers. Is there anything that could be interfering with the audio? We recommend testing with an incognito window to troubleshoot.
  • Check to see if you’re encountering audio issues while viewing videos on other sites like Vimeo or YouTube. If you still can’t hear anything, check the sound settings on your device.
  • Check to see if other lectures in the course are producing sound.

If you’re still having trouble, it’s possible that there’s something wrong with the video file. Please send a message to the instructor and contact 123 Support.

When contacting support, please include:

  • Your browser version
  • Your OS (Windows 7, Mac OS X, etc.)
  • The course URL and lecture number
  • Your internet connection speed test results
  • The resolution you were watching the video lecture at (ie – 720p, 480p etc)
  • A screenshot or screencast of the problem. The more information you can provide, the faster we’ll be able to resolve the issues you’re encountering on our site.

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