# Having trouble watching video

**URL:** <https://community.hubspot.com/t/having-trouble-watching-video/89912>\
**Category:** HubSpot Academy Support\
**Created:** [September 19, 2023, 5:46am UTC](https://community.hubspot.com/t/having-trouble-watching-video/89912 "2023-09-19T05:46:57Z")\
**Posts on this page:** 2\
**Page:** 1

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**Author:** ![Norah-Naji](https://avatars.discourse-cdn.com/v4/letter/n/46a35a/32.png) [@Norah-Naji](https://community.hubspot.com/u/Norah-Naji)\
**Post date:** [September 19, 2023, 5:46am UTC](https://community.hubspot.com/t/having-trouble-watching-video/89912/1 "2023-09-19T05:46:57Z")

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vidoes in **“HubSpot Sales Software” course don’t play and the message Having trouble watching video shows up.**

**I click on it and followed the instructions but nothing changed.**

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**Author:** ![NicoleJ](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/nicolej/32/76591_2.png) [@NicoleJ](https://community.hubspot.com/u/NicoleJ)\
**Post date:** [September 20, 2023, 6:36pm UTC](https://community.hubspot.com/t/having-trouble-watching-video/89912/2 "2023-09-20T18:36:00Z")

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Thanks for posting here @Norah-Naji!  
Are you able to try this course in an incognito browser or different browser and see if the behavior persists? If it still persists, would you kindly record a HAR file and send it to me?

The next step is to collect a HAR file from you. A HAR file is essentially a recording of you doing the action that is resulting in an error so we can take a look at it more closely to figure out what’s going on.

These steps are specific to Google Chrome, which is available for download [here](https://www.google.com/chrome/index.html? __hstc=20629287.6bfe46517091e59717b527653ab776b8.1626199093861.1630446235374.1630448130858.178&__ hssc=20629287.2.1630448130858&__hsfp=875950596).

- Open the Developer Tools from the menu (Menu \> More Tools \> Developer tools), or by pressing F12 (or Fn-F12) on your keyboard.

- Click on the Network tab

- Look for a round button at the top left of the Network tab. Make sure it’s red. If it’s grey, click it once to start recording.

- Turn on “_Preserve log_”.

- You can use the clear button (a circle with a diagonal line through it) right before trying to reproduce the issue to remove unnecessary header information.

- Reproduce the issue.

- Save the capture by right-clicking on the grid and choosing “_Save as HAR with Content_”.

- Save the file to the desired location on your computer and then attach it to your Support ticket, or email it to me if the file is too large.