If a user attempts to play a video but it buffers or freezes, please ask them to try the following.
Try using a different browser.
Pause the video for a few minutes then attempt to play it again.
Check they have a steady internet connection.
Close other apps and windows.
Once they've checked these, if the video still won't play use the Access Digital Assistant and include the following information:
The affected user.
The course ID number.
Browser details.
A screenshot of the issue.
Whether they used a shared device and, if so, whether it was an in-private or incognito browser.