Why isn’t my video loading or playing properly?

If you’re experiencing issues with video playback, the steps below will resolve most problems quickly.

Please work through the section that best matches what you’re seeing.

Video Is Not Loading (Black Screen or Play Button Doesn’t Work)

If you see a black box or a play button that does nothing when clicked:

• Refresh the page.

• Clear your browser cache and fully close/reopen your browser.

• Try an incognito/private window.

• Test in another browser (Chrome is recommended).

• Test on a different device to determine whether the issue is device-related.

• If the issue continues, reset your browser settings (Chrome, Safari, Firefox, or Edge). Refer to your browser’s official support page for instructions.

Using a Parental Control Program?

Some parental control or filtering programs may block video playback.

If you use Bark, Circle, Net Nanny, Apple Screen Time, or another filtering program, you may need to whitelist the following domains:

• *.gumlet.io
• *.gumlet.tv
• *.cdn.gumlet.com
• *.gumlet.com
• *.iframe.mediadelivery.net
• *.video.bunnycdn.com
• *.nicolethemathlady.com
• *.mediadelivery.net
• *.api.nicolethemathlady.com
• *.vhx.tv
• *.vimeo.com
• *.vimeocdn.com
• *.akamaized.net
• *.cloudfront.net

After whitelisting these domains, refresh the page and try again.

If you are unsure how to whitelist a site, refer to your parental control program’s support documentation.

Video Is Blurry or Low Quality

If your video appears blurry or lower resolution than expected:

• Click the settings (gear) icon in the lower right corner of the video and set the resolution to Auto or a lower setting if needed. Lowering the resolution can improve playback on slower connections.

• Check your internet speed. We recommend a minimum of 10 Mbps for smooth playback. You can test your connection using a site such as Speedtest.net.

• Temporarily disable any VPN or proxy services and reload the video.

• Make sure your browser is up to date. For best performance, use the latest version of Google Chrome.

Video Is Slow to Load or Keeps Buffering

If your video takes a long time to start or frequently pauses:

• Refresh the page and try again.

• Clear your browser cache, then fully close and reopen your browser.

• Restart your router by unplugging it for 30 seconds, then plug it back in and wait for the connection to restore.

• Move closer to your router if possible and reduce other devices using the same internet connection.

• Temporarily disable browser extensions such as ad blockers or privacy tools and reload the page.

Video Keeps Freezing

If the video starts but then freezes or stops:

• Clear your browser cache and cookies.

• Try opening the site in an incognito/private window.

• Test the video in another browser (Chrome recommended).

• Restart your router.

• Reduce other devices using the same internet connection.

You may also try lowering the video resolution using the settings icon in the player.

Audio and Video Are Out of Sync

If the sound does not match the video:

1. Refresh the page.

2. Clear your browser cache.

3. Try an incognito/private window.

4. Test on another browser or device.

Video Is Not Displaying (Black Screen)

If the video area is blank or black:

• Refresh the page.

• Clear your browser cache.

• Try an incognito/private window.

• Test in another browser.

• Test on a different device to determine whether the issue is device-related.

Player Controls Are Not Working

If the play, pause, volume, or progress bar are not responding:

• Refresh the page.

• Clear your browser cache.

• Try an incognito/private window.

• Disable browser extensions.

• Test in another browser or on another device.

Still Having Trouble?

If you are still experiencing streaming issues after trying the steps above, please contact us and include:

• A screenshot of the video player

• The browser you are using

• The device you are using

• A brief description of what is happening

This allows us to troubleshoot quickly and efficiently.