Training Video Troubleshooting
This article provides troubleshooting steps for users experiencing issues with video playback in the Training Management Center. It outlines minimum computer and browser requirements, recommends a broadband connection of at least 3.0 Mbps per user, and advises updating video card drivers or using HTML5-supported browsers for best results. For older browsers, it details how to uninstall and reinstall Adobe Flash. Additional solutions include adjusting firewall settings, disabling pop-up blockers, and checking for other applications that may interfere with streaming. The article also explains how internet speed and network bandwidth impact video quality, offering tips for improving connection performance.
Videos won't play?
Important! You may require assistance from your local computer/network support team with the following.
Our videos are streamed using HTML5, which means that desktop computers, laptops and mobile devices such as iPads and Android tablets running modern web browsers, can all be used.
We use the Brightcove Player to view Video on Demand titles within Training Management Center. This video player will automatically detect and play an appropriate-quality video stream based on your device and available bandwidth. Click here to learn more about video requirements.
If the videos still won't play, you can also try the following:
- Temporarily disable popup blocking software installed on your computer to test.
- Allow jjkellertraining.com as a trusted site in your Firewall software.
- Allow brightcove.com and brightcove.net as a trusted site in your Firewall software. This is the source domain for our video streams.
- Ensure other applications like QuickTime, iTunes, Real Player, or Windows Media Player aren't set as the default streaming application, as this might affect the video player.
How the Speed of Your Internet Connection Affects Video Quality
The speed of your Internet connection affects instant watching.
The video quality will vary based on your actual Internet connection speed. You can check your current internet speed by using an online utility like www.speedtest.net (click the Begin Test button - not the Start Scan Now button.)
The faster your Internet connection, the better your video quality.
Training Management Center automatically chooses the video quality to give you the best image possible based on the speed of your Internet connection. The faster your Internet connection, the higher the quality that we can deliver to you.
How the speed of your Internet connection can change.
The speed of your Internet connection can change frequently based on network conditions in your residence and your Internet Service Provider's system.
If you are having problems with the speed of your connection, try the following:
- Your company or residence
- Check to see if others in your company or household are accessing the Internet while you are trying to watch a video. Downloading music, streaming media, and online game playing can substantially reduce the amount of Internet connectivity available for watching instantly.
- If your computer is using a wireless network connection, make sure you are close enough to your wireless LAN access point to ensure strong reception. In addition, keep in mind that use of cordless phones and microwave ovens can cause interference with wireless networks.
- Your Internet Service Provider (ISP)
- Contact the ISP that provides your DSL, Cable, or other broadband network service and ask what speed you should be able to receive under your plan and whether you are actually receiving that speed.
- Your company
- Check with your company's IT department to see that media-rich web-content is not being restricted on your internet connection.
Video Quality and Available Network Bandwidth
Training Management Center automatically determines the quality of the video you receive by analyzing your available network bandwidth. You cannot select the video quality level yourself, and the level may change depending on your actual network conditions.
Videos still do not work?
If you still cannot view videos, please contact our technical support team at trainingonlinesupport@jjkeller.com or call us at 1-888-601-2018 Monday through Friday from 7:00am to 6:00pm CT.