Video Player Help

Our videos usually play flawlessly, but occasionally you may experience a glitch. If the videos play "choppy" or start and stop or if you have some audio issues, try some of these troubleshooting tips.

(Note that if only one video seems to be giving you trouble, you will probably just need to try that one video again later. It's unclear why this occasionally happens, but it usually clears itself up by the next time you visit.)

If after trying the suggestions below you still have issues, please contact us using the form to the right or contact our Membership Director, Christina, for help (contact info to the right).

1. First, refresh your screen and try playing the video again.
2. Allow the entire video (or most of it) to load before you play it. You can do this by clicking the "Play Video" button in Step 3, waiting until you see it appear and start to play in the screen area, and then pressing the pause button. It will keep loading while it is paused. You know it is fully loaded when the timeline at the bottom of the video turns light gray all the way across. "Choppiness" usually happens when the video plays faster than your computer and internet can get it from our server.
3. Clear your browser's cache/temp files. This is usually in the Options or Tools area of your browser. (In Google Chrome, you can find this by choosing Options...Under the hood...Clear browsing data. This link may help you do this in other browsers: http://www.wikihow.com/Clear-Your-Browser's-Cache.) Next, clear your Flash cookies by going here then clicking "Delete All Sites". Then shut the browser, open it back up, and go back and try playing videos again.
4. Be sure you have the latest version of Flash on your computer using this link: http://www.adobe.com/software/flash/about/
5. [Most important] This has been fixing most issues if you still have them after trying the above steps.
   Try turning off your antivirus and firewall software (like Windows Firewall). Try them separately to see which might be causing the issue. Once you identify the program affecting the video, alter your settings in that program to allow the videos to play and still protect your computer. Among other adjustments, you may need to add our website to the list of "safe" websites and turn down the sensitivity of your antivirus or firewall programs.
6. Download and use Google Chrome as your web browser. You can get it here: http://www.google.com/chrome/intl/en/landing_chrome.html?hl=en
7. Audio issues only: Some videos are recorded with slightly different volume levels but don't cause significant issues for most members. Depending on your computer, operating system, speakers, browser, etc. you might experience larger variances. When adjusting the volume, remember there are often three places to look: your computer's internal settings (usually an icon can be clicked in the bottom-right of your screen), our video player's volume bars, and your speakers.
8. If all of that fails, try watching on a different computer and complete the form to the right, including in the comments your operating system version, browser version, approximate age of computer, and the exact URL of the page you are having trouble with on our site.