At Viddler, we love answering your questions, providing you with useful tips for your videos and interactive training, and solving problems. If you ever discover a software bug, playback interruptions, or any other issue, then we would appreciate you contacting us.
Here are a few suggestions of things you can provide us with when submitting a support request. If you have clients who are accessing your content, then ask them to also troubleshoot through the following.
Is your software up-to-date?
Most modern desktop and mobile platforms offer the ability for automatic updates of the operating system (OS). If it’s not automatic, then it’s typically a free update that’s a few clicks and a reboot from being installed. We suggest running the latest OS version available for your hardware — or one version behind.
Likewise with operating systems, most modern browsers auto-update. Some on a nightly or weekly basis. Be sure you’re running the latest version of your browser to ensure the best playback experience of your videos and interactive content.
There are countless plugins/extensions available for all browsers. They typically enhance the browsing experience for the user. Sometimes they can significantly change how content appears on webpages. For instance, an ad blocker plugin may block banner ads and video ads. Blocking video ads may cause the featured video to playback in an unexpected way. If you or your clients are experiencing player issues, then we suggest checking browser plugins for their validity and/or disabling them.
Flash Player is a third party plugin from Adobe available for all desktop platforms and browsers. Some computers (namely Macs) don’t come with it, so an initial manual install is required. Our HTML5 player is fully functional without the need for Flash Player to be installed. However, our Flash-based “Legacy” player will require Flash Player for the interactive features to be displayed.
Provide us with Details
It’s tremendously helpful if you share details about the system you and/or your clients are using. Some helpful attributes are as follows:
- Link(s) to where the content (player, playlist, subscription, etc.) is embedded
- Location of the device
- Connection type (Wi-Fi, ethernet, 3G, 4G, etc.)
- OS version
- Browser version(s)
- Any plugins that may be installed in the browser on the operating system itself
- Flash Player version, if applicable