What do I do if I am experiencing an error with a Blue Ocean Brain video?

First, try our troubleshooting tips. Then, reach out to our Support Team if the problem is not resolved.

The Blue Ocean Brain Content team curates a collection of videos produced by various organizations. As a result, sometimes "hiccups" can occur. Here are some common fixes for issues that may arise:

What do I do if the video is not playing?

What do I do if the video sound is not playing?

What do I do if the video is showing an access error message? (Video marked Private/ Not Available)

What do I do if the video is showing a "Restricted Access" error message?

I've tried all of the tips above and the video is still not working... now what?

What do I do if the video is not playing?

• The age-old adage of turn-it-off, turn-it-back-on again exists for a reason! Try closing the web browser, re-opening it, and navigating back to the page you were attempting to view.
• Try clearing your browser's cache and cookies. 
• Check your internet connection strength by using a speed test. 
• Check your internet browser: Internet Explorer 11 is no longer supported as of 03/31/2022.

What do I do if the video sound is not playing?

There are several reasons why your video may not be playing sound:

• Check your computer volume; everyone forgets to turn up their computer volume from time to time. If your computer is plugged into speakers, check those, too!
• Check your sound settings on your computer. This can usually be achieved by navigating to your computer settings and searching "output sound". Make sure your computer is playing sound through the correct speakers.
• Check to make sure you haven't accidentally muted the video in-app. BOB utilizes video content from places like YouTube, Vimeo, and TED, all of which have individual volume toggles in their applications. 

What do I do if the video is showing an access error message (Private Video/Not Available)?

Because Blue Ocean Brain gathers videos from different sources, sometimes access to our content can change. If you receive a message stating that access to a video has changed (Video marked private and/or video is no longer available), please contact us with the title and URL of the Article you are viewing so we can make changes as quickly as possible. 

What do I do if the video is showing a "Restricted Access" error message?

Blue Ocean Brain sources its video content from many different resources, including YouTube. Because individual contributors create YouTube content and YouTube places its own restrictions on certain types of content, some learners may receive a "Restricted Access" error when attempting to view sensitive resources. "Restricted Access" can refer to content restrictions on the company level, individual level, by country or location, or content type. "Restricted Access" is often set at an account or organization level (by network administrators) and cannot be removed by the Blue Ocean Brain team. To see if any content restrictions have been placed on your YouTube account, click here.

I've tried all of the tips above and the video is still not working... now what?

If you're continuing to experience difficulty accessing a video, please contact our Support Team with the following information:

• What is the name of the video are you having trouble accessing?
• Are you using your desktop or mobile app to access? If you are accessing via your desktop, which internet browser are you using to access?
• Are you connected to the internet via WiFi or an ethernet connection?
• If you are on your mobile device, which device are you using to access?
• Please send us a screenshot of the error message you're receiving when attempting to play the videos, if possible.