If you're experiencing playback issues or console errors, follow these step-by-step solutions to get back on track.
In this article
Basic troubleshooting steps
Verify your plan
Make sure the video you're trying to watch is included in your plan. Basic and Plus plans have access to the entire ACG course library, while free accounts are limited to certain courses. Check your subscription type under the Membership tab in your Account Settings (opens in new tab). For free memberships, refer to the list of currently available courses (opens in new tab).
Clear your cache
If issues persist, clearing your cache and accepting the correct cookies is a common solution. Learn more about login troubleshooting.
Identify console errors
Use your browser's developer tools to identify specific console errors:
- Open Developer Tools on your device.
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On Windows:
- Chrome: F12 key
- Firefox: Ctrl+Shift+J
- Internet Explorer: F12 key
-
On a Mac:
- Chrome: Cmd+Option+J
- Safari: Option-Cmd-C
- Firefox: Cmd+Shift+J
- Reload the video.
- In Developer Tools, click the Console tab. Relevant console errors will be displayed in red text.
Common errors include:
- ERR_NAME_NOT_RESOLVED: Indicates issues accessing user profile services or pricing databases, possibly due to DNS, firewall, or regional policies.
- 401 Unauthorized or 403 Forbidden: Typically means an expired authentication token. Log out and log back in to refresh.
- SameSite Cookie Issues: Specific to Chrome. Adjust settings at chrome://flags/#same-site-by-default-cookies and clear your cache and cookies.
If problems continue after verifying your plan and clearing your cache, Contact our Support team with the error information:
- Open the ACG Diagnostics page (opens in new tab) in your browser.
- Take a screenshot of the diagnostics page and your console errors.
- Test the video playback with this test video (opens in new tab).
- Contact our Support team with screenshots, a description of the issue, and confirmation of your test video attempt.
Managing Ubuntu Linux and CentOS codecs
Our platform uses standard MP4 video containers, but some Linux systems, like CentOS, may require manual installation of codecs due to licensing. Ensure that GStreamer (external site, opens in new tab) is installed on your system for proper video playback.
Addressing audio issues
If you're able to view the video but experience audio issues:
- Check playback on other sites like YouTube or Vimeo.
- Adjust your computer's volume or check speaker connections.
- Reboot your device.
If problems persist, please contact our Support team for further assistance.