If your lesson video starts playing but then freezes, buffers, or stops unexpectedly, the issue is usually related to your internet connection or video playback settings.

Check your internet connection

Video streaming requires a stable internet connection. If your connection is slow or unstable, videos may pause while more content is downloaded.

Try refreshing the page once your connection has stabilised.

Reduce the video quality

If the video continues buffering, reduce the video quality using the settings in the video player. Lower video quality requires less bandwidth and can improve playback on slower connections.

Reduce the playback speed

If your connection is struggling to keep up, reducing the playback speed may help the video play more smoothly.

Pause the video to allow buffering

If the video keeps stopping, pause it for a minute to allow more of the video to load before continuing.

Unsupported video error

If you receive the error "hlsjs-lite: Unsupported Video", your browser doesn't support the video player used by Greenbeam.

This is a known issue in some versions of Firefox and Safari.

If you receive an Unsupported Video error, use the latest version of Google Chrome for the best viewing experience.

Still having problems?

If the issue continues, log a ticket via the ChatBot and include:

• The name of the lesson or course.
• The exact error message, if one is displayed.
• A screenshot of the issue.
• The browser and device you're using.
• Whether the video never starts or starts and then freezes.

If your issue persists, log a ticket via the ChatBot.