Tech Support

Having trouble viewing your videos? The following is a basic guide to getting the best viewing experience.

First Steps

Update/ Install Adobe Flash

It’s important to make sure that you have Flash installed in order to watch our videos. You can download the latest version of Flash for free HERE.

You can also see what version your computer has presently installed HERE.

Update Browser

We try to support older versions of all of the well-known browsers (Google Chrome, Safari, Firefox, Internet Explorer and more) but if our videos are not playing it’s a good bet that having the latest browser will help.


Graphics Card Problems

Occasionally we come across compatibility issues with our videos and particular graphics cards. If this happens right-click on the video player, select Settings and disable hardware acceleration.

If you are using Windows 7 you can also disable this setting globally by following these steps: right-click on your computer desktop and select Screen Resolution –> Advanced Settings –> Troubleshoot –> Change Settings and then slide the Hardware Acceleration bar to the None position.

Flash Settings

On rare occasions it is possible that your flash settings will be blocking videos from playing. In order to fix this you need to start up your Adobe’s Flash Settings Manager, in particular the Global Storage Settings tab.

Make sure the “Allow third-party Flash content to store data on your computer” option is selected. This then allows the video to display correctly.

fix settings

Videos Buffering

If a video is buffering a large amount, right-click on the video player and select “Progressive Download”. This should reduce the buffering time and will also enable you to set the video to start downloading ready to be played once it has been fully downloaded.

For a more reliable viewing experience we recommend using a wired Internet connection rather than a wireless one.


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