The video player isn't working

The player freezes

Try the following:

  • Check your internet speed with Internetometer.
  • Close all browser tabs except the video player. Refresh the page.
  • Clear the browser cache and delete cookies.
  • Disable installed browser extensions. If you're using an ad blocker (such as AdBlock or AdGuard), disable it in your browser settings and check if the problem persists. To learn more, go to Set up an ad blocker.

Disable hardware acceleration in the browser:

  1. Click → Settings.
  2. Select System.
  3. In the Performance section, disable the Use hardware acceleration if possible option.
  4. Restart the browser for the changes to take effect.
  1. Click → Settings.
  2. At the bottom of the page, click Advanced.
  3. In the System section, disable the Use hardware acceleration when available option.
  4. Restart the browser for the changes to take effect.
  1. Click → Settings and go to the General tab.
  2. Disable the Use recommended performance settings option.
  3. Disable the Use hardware acceleration when available option.
  4. Restart the browser for the changes to take effect.
  1. In the address bar, type opera://flags and press Enter.
  2. Find Hardware-accelerated video decode.
  3. In the menu on the right, select Disabled.
  4. Restart the browser for the changes to take effect.

No sound

By default, the video loads without sound. If you can't turn the volume up in the video player:

  • Make sure that the sound is turned on in the browser and on the device.
  • Restart your browser or device.

The video player control buttons aren't working

At the first browser launch, not all plugins that are necessary for the correct operation of the content encryption system may be enabled. Restart your browser and device to enable the plugins.

There are no video player control buttons

Disable extensions

If you're using an ad blocker (such as AdBlock or AdGuard), disable it in your browser settings and check if the problem persists. To learn more, go to Set up an ad blocker.

Update your graphics card drivers
  1. Click Start → Control Panel → Device Manager.
  2. Go to the Display adapters tab. A list of video cards will appear.
  3. Right-click the name of your video card.
  4. In the context menu, select Update drivers.

No video codecs

Windows

In Windows versions 7, 8, and 10 with indexes N and KN, there are no necessary codecs for the video player to work.

You can download and install them yourself:

Ubuntu

By default, the Ubuntu operating system doesn't contain codecs for video playback. To install them, open the terminal and run the command:

sudo apt-get update && sudo apt-get install ubuntu-restricted-extras

Enter the root password and press Y. Wait for the installation to finish and restart the computer.

You can install an additional codec package. In the terminal, type:

sudo apt-get install libavcodec-extra && sudo apt-get install chromium-codecs-ffmpeg-extra

Restart your computer.

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