This article will talk you through how to successfully view and access your training course videos, and how to deal with any issues which may occur in the process.
Requirements to view videos
Bandwidth requirements
You can run a speed test to ensure a user meets these requirements. In the video player, you will have the option to lower the video quality.
| Video Quality | Required Minimum Bandwidth |
| 240p | 500 kbps |
| 360p | 1 Mbps |
| 720p | 3 Mbps |
| 1080p | 7 Mbps |
Browser requirements
| Browser | Versions |
| Google Chrome | Current and two previous major versions |
| Microsoft Edge | Current and two previous major versions |
| Mozilla Firefox | Current and two previous major versions |
| Apple Safari | Current and two previous major versions |
Device-Specific Troubleshooting
If you are experiencing network and connectivity issues while attempting to watch your training videos, follow these steps to ensure you can watch your training videos without further issues.
A user reports frequent video buffering.
The bandwidth requirements to view different video qualities are displayed below. We recommend running a speed test to ensure the user meets these requirements. In the video player, you will have the option to lower the video quality.
- Ensure the user meets the minimum bandwidth requirements. We recommend checking the user's internet speed; a poor connection can cause frequent buffering.
- Close other browser windows or applications ensure no other browser windows or applications are using the connection.
- Use a wired Ethernet connection this can provide a more stable connection.
A user reports low quality videos
All training course videos are available in 240p, 360p, 720p, and 1080p. If the end user reports that a video is low quality, it is likely they have a lower quality video setting selected. If the user has a poor connection, a lower quality video setting might have been automatically selected.
To select a different video quality setting, follow these steps:
- Click the cog in the video player to access settings.
- Click 'Quality'.
- Select the video quality that you would like to use. If 'Auto' is selected, the highest video quality that can be used for your bandwidth speed will be selected.
Browser Troubleshooting
- A user reports a white screen is displayed when accessing the video
- A user reports that video progress is not being tracked
- Video displays a 'No Internet' message is displayed
A user reports a white screen is displayed when accessing the video
We recommend first checking if multiple people are experiencing a white screen when accessing the training course video.
If only one individual is experiencing this issue, it may be due to a connection, browser, or extension issue.
However, if multiple people are experiencing this issue, it may be due to your firewall blocking the connection or a VPN. We recommend contacting our support team here to ensure that this connection is allowlisted.
A user reports that video progress is not being tracked
If a video's progress is not being successfully tracked when watching the video, follow these steps:
- Check that the user has a stable internet connection. You can check the minimum bandwidth requirements here.
- Ensure the user is on a supported browser version. You can check the supported browser version here.
- Clear your browser cache; this can help with playback issues.
- Disable browser extensions, then try watching the video again. If the video is successfully tracked, re-enable your extensions one by one to isolate which one is causing the conflict.
Video displays a 'No Internet' message is displayed
If you see a 'No Internet' message displayed, your browser or computer has lost connection to the video player.
- Reload the Phishing Tackle training course page.
- If the video player still displays the same error, check the network connection to ensure it is still running.
- Check for any firewalls or proxies that may be preventing a successful connection.
Please let us know if you require any further assistance, you can contact our support team by clicking here. Or by sending an email to support@phishingtackle.com