Overview

This troubleshooting guide helps you resolve common issues with the lesson video player. Follow these steps to fix most problems you might encounter.

Video Won't Play

Check Your Internet Connection

Video playback requires a stable internet connection:

• Test your internet speed (should be at least 2 Mbps for standard quality)
• Try loading other websites to verify connectivity
• Restart your router if connection is unstable
• Switch to a wired connection if using Wi-Fi

Check Browser Compatibility

Ensure you're using a supported browser:

• Recommended: Chrome, Firefox, Safari, or Edge (latest versions)
• Update Your Browser: Use the latest version for best compatibility
• Try a Different Browser: If one browser doesn't work, try another
• Disable Extensions: Some browser extensions can interfere with video playback

Clear Browser Cache

Cached data can sometimes cause playback issues:

1. Open your browser settings
2. Find "Clear browsing data" or "Clear cache"
3. Select "Cached images and files"
4. Clear the cache
5. Refresh the lesson page

Disable Browser Extensions

Some extensions can block video playback:

• Ad blockers
• Privacy extensions
• Video downloaders
• Script blockers

Try disabling extensions temporarily to see if one is causing the issue.

Video Buffering or Stuttering

Check Internet Speed

Slow connections cause buffering:

• Run a speed test (speedtest.net)
• Close other bandwidth-intensive applications
• Pause other videos or downloads
• Reduce video quality if available

Reduce Browser Load

Too many open tabs can slow performance:

• Close unnecessary browser tabs
• Close other applications using internet
• Restart your browser
• Restart your computer if needed

Check Device Performance

Older devices may struggle with video playback:

• Close unnecessary applications
• Check available memory/storage
• Update your operating system
• Try on a different device

Video Player Not Loading

JavaScript Enabled

Videos require JavaScript:

• Check that JavaScript is enabled in your browser
• Look for JavaScript errors in browser console (F12)
• Allow JavaScript for jazzedge.academy domain

Page Refresh

Sometimes a simple refresh helps:

• Press F5 or Ctrl+R (Cmd+R on Mac) to refresh
• Try a hard refresh: Ctrl+Shift+R (Cmd+Shift+R on Mac)
• Clear page cache and reload

Check Membership Access

Verify you have access to the lesson:

• Confirm you're logged in
• Check your membership level meets requirements
• Verify the lesson is available for your membership tier
• Check if your membership is active

Chapters Not Loading

URL Parameters

If a specific chapter won't load:

• Try accessing the lesson without the chapter parameter
• Navigate to chapters using the chapter list
• Clear the URL parameter and start from the beginning

Refresh the Page

Sometimes chapter data needs to reload:

• Refresh the page
• Navigate away and back to the lesson
• Clear cache and reload

Progress Not Updating

Logged In Status

Progress tracking requires you to be logged in:

• Verify you're logged in
• Check if your session expired (log out and back in)
• Try marking complete again after refreshing

Browser Storage

Progress may be stored locally:

• Check browser settings allow local storage
• Clear site data and try again
• Don't use private/incognito mode for progress tracking

Mobile-Specific Issues

Mobile Browser

On mobile devices:

• Use the latest version of Safari (iOS) or Chrome (Android)
• Ensure mobile data is enabled if not on Wi-Fi
• Check data usage limits
• Try Wi-Fi instead of mobile data

Mobile Performance

Improve mobile playback:

• Close other apps
• Restart your device
• Update your mobile browser
• Check available storage space

Fullscreen Issues

Browser Permissions

If fullscreen won't activate:

• Click the fullscreen button in the player controls
• Try pressing F11 (Windows) or Cmd+Ctrl+F (Mac)
• Allow fullscreen permissions if prompted
• Try a different browser

Screen Resolution

Fullscreen may behave differently:

• Check your screen resolution settings
• Try adjusting browser zoom level
• Update graphics drivers

Audio Issues

No Sound

If video plays but no audio:

• Check your device volume
• Check browser/computer volume settings
• Verify video player volume isn't muted
• Try headphones or different speakers
• Check system audio settings

Poor Audio Quality

If audio is distorted or choppy:

• Check internet connection stability
• Reduce other network usage
• Try a different device
• Check audio driver settings

Access Denied Messages

Membership Level

If you see "Access Denied" or upgrade messages:

• Verify your membership level
• Check if your membership is active
• Confirm the lesson is available for your tier
• Try logging out and back in
• Contact support if membership should grant access

Login Issues

If access seems restricted:

• Ensure you're logged in
• Check you're using the correct account
• Verify account status
• Try logging out and back in

General Troubleshooting Steps

Standard Checklist

Try these steps in order:

1. Refresh the Page: Simple refresh (F5) or hard refresh (Ctrl+Shift+R)
2. Clear Cache: Clear browser cache and cookies for the site
3. Check Internet: Verify stable internet connection
4. Update Browser: Use latest browser version
5. Disable Extensions: Temporarily disable browser extensions
6. Try Different Browser: Test in Chrome, Firefox, Safari, or Edge
7. Check Login: Log out and back in
8. Restart Device: Restart computer or mobile device
9. Contact Support: If issues persist, contact JazzEdge support

What Information to Provide

If contacting support, include:

• Browser name and version
• Operating system
• Device type (desktop, tablet, phone)
• Internet connection type and speed
• Steps you've already tried
• Screenshot of any error messages
• Which lesson and chapter you're trying to access

Prevention Tips

To avoid issues:

• Keep Browser Updated: Use latest browser versions
• Maintain Internet: Ensure stable, fast connection
• Regular Updates: Keep operating system updated
• Clear Cache Regularly: Periodically clear browser cache
• Limit Extensions: Only use necessary browser extensions
• Close Unused Tabs: Don't keep too many tabs open
• Check Membership: Ensure membership is active

Still Having Issues?

If you've tried all troubleshooting steps and still have problems:

• Contact JazzEdge Academy support
• Provide detailed information about the issue
• Include screenshots if possible
• Be patient - support will help resolve the issue

Remember: Most video player issues are temporary and can be resolved with basic troubleshooting steps. Stay patient and systematic in your approach.