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What to do if a training video does not play

Video errors can be caused by a number of factors, including network issues or server issues. If you are experiencing any difficulty watching videos, here are a few suggestions to help with resolving the issue:

  • Confirm your internet connection is up and running
  • Refresh your browser
  • Close, then reopen your browser
  • Attempt to play the video in an Incognito, or Private, window, by clicking your browser's menu button and selecting "New Incognito/Private Window"
     - If the video successfully plays in the new window, this is an indicator that a browser extension is likely preventing the video from loading
  • Clear your browser's cache and cookies (help article here on how to do this)
  • Confirm that Flash is enabled for your browser (step 3 in this article provides help on this for each browser type)
  • For troubleshooting "Cannot load M3U8: Crossdomain access denied" error messages, work with your IT network team to check on your firewall status.
     - If you have a firewall, you can allow a particular HTTP header : Access-Control-Allow-Origin: *
     - Your IT network team may want to reference JWPlayer's support article
If you continue to experience an issue and the steps above do not resolve it, please email education@zenefits.com and include the following information:
  • Your device type (Mac, PC, iPhone, Android, etc)
  • OS if you are viewing on a PC
    Windows- go to Start menu, then Control Panel, then Systems & Security, then System
    Mac- click the Apple icon, then About This Mac
  • Browser (and version)
  • The lesson/course that you are experiencing issues with
  • A screen shot of the error

We may also ask that you provide an HAR file as well.

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