---
title: I'm having trouble watching a video, what should I do?
description: Where to find tips to resolve your problem with video playback
---
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# I'm having trouble watching a video, what should I do?
## Where to find tips to resolve your problem with video playback
Sorry to hear our videos are not playing well for you! These are a few steps to try out to see if it can be resolved, or to understand better what videos are being affected:
- Try a different browser and see if you’re still seeing the same error (try Chrome, Firefox, or Safari - if you're not already using one of these)
- Try playing a different video and see if it’s all videos or just the one video erroring?
- Try to open the same URL in a private or incognito window. To do this, right-click on your browser icon and click to open either an incognito window or a private browsing window (depending on your browser).
- Navigate to the same URL and try playing the video again after logging into your Kodeco account.
- Double-check that you have JavaScript enabled on your browser by clicking through to this tab (if it isn’t, enable it according to the instructions there).
- Disable any browser plugins that can block content (ad-blockers sometimes do this even though our videos don’t contain ads, for example).
- Take a look at the JavaScript console for your browser (if you’re unsure how to do this please [check this guide here](https://support.cytobank.org/hc/en-us/articles/206273618-How-to-open-and-use-your-browser-s-JavaScript-console)) Take a screenshot of any errors (usually in red) and send them to us.
- If you’re still seeing issues, please go to [this site](https://www.speedtest.net/) to perform an internet speed test and then send us the link you’ll receive on completion of the test.
All our videos are hosted on Vimeo, a service that provides excellent playback for most of our members. If you live in a country where this service is blocked, however, this will not play regardless of the above steps. Some members have success using privacy-optimized browsers, such as Tor, or a reliable VPN.
If you’re still seeing problems after trying the above, though, please send us a screenshot of what it looks like when you try to play the video to [support@kodeco.com](mailto:support@kodeco.com) (along with your browser and membership information) and we’ll take a closer look.
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