topic Re: Videos aren't loading well in HubSpot Academy Support

Videos aren't loading well

Elliottus — Sun, 10 Sep 2017 03:06:57 GMT

Hey, I am watching the academy videos for inboudn marketing & they keep buffering or loading extremely slow.

I have cleared my browser cookies & cache & reloaded and all that and I'm on 75mbps download so they should be loading fine - so y'all might wanna check that out. 🙂

Re: Videos aren't loading well

chrisking — Tue, 12 Sep 2017 17:27:20 GMT

Hi there @Elliottus!

Our HubSpot Academy courses and certifications contain great videos to further enhance your inbound marketing expertise. However, if you encounter any loading or playback issues while watching these videos, please follow the troubleshooting steps here:

First, try closing your browser, opening it again, and navigating to the page.
If you are still experiencing issues, try clearing your browser cache. If you aren't sure how to do this, please follow the instructions here.
If you are using adblock, this could potentially prevent videos from playing. Try disabling adblock on your browser and then restarting the browser.
If the video is playing intermittently, decrease the quality by clicking the settings wheel to help it stream faster.
Occasionally, certain plugins will cause video playback errors. Try disabling any enabled plugins one by one.
If none of these work please try loading the videos on another network or off wi-fi on your mobile device.

Re: Videos aren't loading well

Lerastas — Thu, 29 Aug 2019 00:29:27 GMT

Re: Videos aren't loading well

clararey — Tue, 10 Sep 2019 23:45:58 GMT

I just wanted to let you know the issue is happening on safari, firefox, chrome and the mobile equivalents of these.

Please help!

Re: Videos aren't loading well

jennysowyrda — Thu, 19 Sep 2019 22:18:28 GMT

Hi @clararey,

Are you still experiencing this issue? Please let me know and I am happy to assist!

Thank you,

Jenny

Re: Videos aren't loading well

jata97 — Thu, 21 Nov 2019 23:03:05 GMT

Hello, Jenny,

After a couple of days trying to watch your videos, I think the videoplayer seems to be the issue. The tab crashes after a few minutes in. I checked for plugins like Ad blocks and such in both, Firefox and Chrome, as well my internet connection over the course of the days and it is still happening. I have a 30Mbps connection and I'm trying the 480p configuration. This has happened for several days, on different browsers and Internet connections. (First it was 10Mbps, now it's 30). Maybe you could report this incident to tech so they can get to the bottom of this matter? Appreciate your help.

Joe.

Re: Videos aren't loading well

cristinaAW — Fri, 22 Nov 2019 12:09:04 GMT

Hi @jata97,

Thank you for reaching out. Is this happening for all academy videos or videos for a specific certification? I ran some tests on our end and I unfortunately could not replicate the issue across any browser. Are you able to provide a screenshot or screen recording of the issue you are experiencing. Would you mind clearing your cache and cookies from all time following these steps? This process refreshes information in your browser and often allows HubSpot to work more smoothly.

Thanks!

Cristina

Re: Videos aren't loading well

Weatherhead — Mon, 13 Jan 2020 00:33:01 GMT

Same issue for me. Nothing to do with connection. Other video sites are loading smoothly. It seems there is something awry with the 'preloading' of the videos (i.e. rather than loading the entire video - it only preloads the next 20 seconds). From my end it only preloads like 5-7 seconds - plays them - stops - buffers for 1-2 seconds and starts playing again...

Re: Videos aren't loading well

cristinaAW — Tue, 14 Jan 2020 21:40:38 GMT

Hi @Weatherhead,

Thank you for reaching out! I'd be happy to dig into this a bit more for you. Is this happening with all academy videos or just specific ones? Is the issue happening across all browsers for you?

Best,

Cristina

Re: Videos aren't loading well

JenPaz — Wed, 11 Mar 2020 11:35:25 GMT

Hello, I am having this exact same issue. Video only buffers about 5 seconds at a time and then pauses while loading next portion of video. It's very annoying, taking more than double the time to watch Academy Videos (it's happened on every video so far in the Content Marketing course). I have already done above mentioned steps and am using Chrome. Any additional suggestions would be appreciated.

Thanks!

Re: Videos aren't loading well

cristinaAW — Wed, 11 Mar 2020 16:45:22 GMT

Hi @JenPaz,

Thanks for reaching out! Are you experiencing this issue across all browsers or just chrome? Are you able to test the videos using a different networks/wifi?

Best,

Cristina

Re: Videos aren't loading well

JenPaz — Fri, 13 Mar 2020 00:40:23 GMT

All other online videos loading fine.

Re: Videos aren't loading well

JenPaz — Fri, 13 Mar 2020 00:34:31 GMT

Yes, have tried on Chrome and Safari and it’s the exact same result. I believe this issue is most likely on your end.

Re: Videos aren't loading well

cristinaAW — Fri, 13 Mar 2020 12:36:30 GMT

Hi @JenPaz,

Thank you for clarifying! Hm, I tested all of the videos out on our end and could not replicate the issue unfrotuantely. Are you able to test the videos using a different wifi connection or maybe testing them on your phone using a different network?

Best,

Cristina

Re: Videos aren't loading well

JenPaz — Sat, 14 Mar 2020 01:41:51 GMT

Yes I have tried it on different computers on different networks and on my phone using 4G and wifi with the same result. As I said, all other videos are loading and playing fine. The only issues I'm experiencing are from HubSpot. This is making it impossible to do HubSpot Academy. Please let me know if there are any other fixes I can try as I really want to complete these courses.

Re: Videos aren't loading well

cristinaAW — Mon, 16 Mar 2020 12:54:00 GMT

Hi @JenPaz,

Are you able to provide a screen recording of the behavior you are experiencing on your end? As mentioned, we are unable to replicate this issue on our end so it is a bit difficult to troubleshoot. Are you able to collect a HAR file from one of the video pages you are experiencing the issue on?

Best,

Cristina

Re: Videos aren't loading well

EbarakHossain — Fri, 10 Jul 2020 14:34:00 GMT

Tried all your solutions, but in vain - nothing worked. You ought to pay proper attention to this issue. Very frustrating indeed.

Re: Videos aren't loading well

cristinaAW — Fri, 24 Jul 2020 15:51:03 GMT

Hi @EbarakHossain,

Thank you for reaching out. I'm sorry to hear that you are still experiencing issues with our videos on your end. At times, issues such as these ones are a bit hard to troubleshoot on our end if we are unable to replicate the issue. We have seen many cases where videos not loading is actually an isolated issue on the user's end. With that being said, are you able to explain the issue specifically you are experiencing?

Are the videos not loading at all or is it a stop and go kind of situation?

Best,

Cristina

I'Re: Videos aren't loading well

pwilson245 — Wed, 05 Aug 2020 23:53:08 GMT

Same issue for me. I've tried two computers, various browsers. I've got the quality settings set to the lowest setting and I have a great connection that works with all other video services. It's quite possibly a hosting issue on your end? Not sure where the videos are hosted, but I"m in Australia if that helps. It's a shame because I'd dedicated today to going through a lot of the lessons.

Re: I'Re: Videos aren't loading well

pwilson245 — Thu, 06 Aug 2020 00:15:55 GMT

I've got a bit of a workaround. The buffering of the video seems to pause after downloading the next 10 seconds of video, so by having the video on pause and then scrubbing to where the video download is up to, it prompts the video player to pull down the next chunk of video. Rinse and repeat and the video all comes down in a few minutes. Not ideal, it's obviously an issue with either the play or hosting of video.