Use this article if you are experiencing:

• Slow loading pages
• Timeout or 504 errors
• Assessments that will not load
• Videos that stop playing or buffer continuously
• API errors
• Unauthorised errors
• General platform performance issues

Start with basic troubleshooting

Many platform issues can be resolved by completing the following steps:

1. Refresh the page.
2. Log out of Greenbeam.
3. Clear your browser cache and cookies.
4. Sign back in.
5. Retry the action.

These steps resolve many temporary browser and session-related issues.

Assessment will not load

If an assessment or images within a Potential assessment does not load:

• Refresh the page.
• Clear your browser cache and cookies.
• Wait a few minutes before retrying.
• Confirm your internet connection is stable.

If the assessment still does not load, record the assessment name and any error messages displayed.

Slow loading times and 504 errors

Slow performance or timeout errors can occur during periods of high platform usage or maintenance activity.

If pages are loading slowly:

• Refresh the page.
• Wait a few minutes and try again.
• Confirm your internet connection is stable.
• Avoid opening multiple assessment sessions simultaneously.

If a timeout or 504 error continues to occur, record the exact error message and page location and reach out to support via the ChatBot.

API and unauthorised errors

API errors and unauthorised errors are commonly caused by expired sessions or browser-related issues.

Try the following:

1. Log out of Greenbeam.
2. Clear your browser cache and cookies.
3. Sign back in.
4. Retry the action.

If the error persists, note the exact wording of the message and reach out to support via the ChatBot.

Video playback issues

If a video starts but later pauses, buffers, or stops:

• Check your internet connection.
• Refresh the page.
• Pause the video and allow it to preload.
• Reduce the playback quality if available.
  

Unsupported video errors

If you receive an error similar to:

"hlsjs-lite: Unsupported Video"

This is usually caused by browser compatibility limitations.

For the best experience, use a current version of Google Chrome.

When troubleshooting does not resolve the issue

If you have completed the steps above and the problem remains:

• Record the page or assessment name.
• Capture screenshots of any error messages.
• Record the steps that led to the issue.

Then follow the instructions in the How to get support article or reach out to support via the ChatBot.