Why won’t the Prompt media play in Practice?

Document created by Bridge Doc Team Administrator on Jan 17, 2018Last modified by Bridge Doc Team Administrator on Oct 9, 2018
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If you are experiencing difficulty viewing the Prompt media, the media may not play due to:

  • Poor Internet connection
  • A timed out session
  • The cache on your browser being full
  • Which browser you are using

Check Internet Speed

If you are using a supported browser (two most recent versions of Chrome, Firefox, and Safari - or Internet Explorer 11 / Edge), check your internet connection speed.  Use Speedtest to check your speed.  An uploading speed of 2 Mbps is normal.

Restart Browser

If you haven’t restarted your browser recently, the session may have timed out. When your browser times out, it can affect playback. Refresh your browser, return to the exercise, and then play the media file all the way through.

Refresh Cache

Sometimes when the cache on your browser is too full it can affect playback, and then the “submit” buttons do not activate properly.

If you refresh your cache, it should resolve the issue. Please refresh your cache following these instructions: refreshyourcache.com. Return to your Exercise and watch the media file all the way through.

Change Browser

While we support the two most recent versions of Chrome, Firefox, and Safari - or Internet Explorer 11 / Edge, some browsers work better than others. If you are having trouble playing a media file while using Internet Explorer or Edge, switch your browser to Chrome. We find that Chrome works best with the Practice platform.

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