If a video does not play when you open a challenge or Cog, the issue is usually related to your network, browser, or device settings.
In many organisations, security rules can block video content without showing a clear message. The steps below will help you identify and fix the problem.
Steps to take
Start with the simplest steps. Most video issues are resolved early on.
1. Try a different network
This is the most common fix.
If you are on your organisation’s network, switch to your home Wi‑Fi
You can also try your phone’s hotspot
Reload the challenge or Cog and try the video again
If the video plays on another network, your organisation’s security settings are likely blocking the content.
2. Try basic troubleshooting
These quick steps often resolve temporary issues.
Refresh the page
Restart your browser
Restart your device
Clear your browser cache
After each step, return to the challenge or Cog and test the video.
3. Try a different browser
Sometimes the issue is browser‑specific.
If you are using Chrome, try Microsoft Edge
You can also try Chrome Canary as a test browser
Open the same challenge or Cog and check the video
If the video works in another browser, the issue is likely with your primary browser settings.
4. Try a different device
This helps confirm whether the issue is device‑related.
Try opening the challenge or Cog on another computer or tablet
Use a different network if possible
If it works on another device, the issue is local to your original setup.
If the video still does not play
We may need more technical detail to understand what is blocking the video.
Follow the steps below carefully.
Steps to capture error details
1. Open Google Chrome
Make sure Chrome is fully open.
2. Open Developer tools
Press F12 on your keyboard
The Developer tools panel will appear
3. Open the Console
Click on the Console tab in Developer tools
4. Reopen the video
Go back to the challenge or Cog
Navigate to the screen with the video
Wait for the error to appear
5. Take a full screenshot
Capture the entire browser window
Make sure the screenshot includes:
The address bar with the URL
The full Developer tools panel
The error message in the Console
6. Send the screenshot to support
Attach the screenshot when replying here, or
Email it to support@cognician.com if you cannot upload it
This helps the support team see exactly what is happening.
Helpful to know
Video issues are often caused by network security settings
Trying a different network is the fastest way to confirm this
Providing screenshots helps resolve the issue more quickly