Skip to content
Login to the app
  • There are no suggestions because the search field is empty.

How To Troubleshoot Content Playback Issues

If you're having trouble playing the training content, it's almost always related to the browser you're using.

We get it - not being able to play the training is a frustrating experience. In this article, we take you through how to trouble shoot the issue so you can get back to taking your training.

user frustration

90% of the time, content playback issues are browser-related. So that's where we'll start

Step 1: Try using a different browser

If your training won't play correctly, the first thing you should do is try taking your training using a different browser.

The purpose of this is to validate if the problem is related to your current browser, or if it's a more general problem.  

 

If the training works in a different browser

This is great news! 

Next, you should try and make it work again in your preferred browser after you: 

  1. Check for browser updates. 
    1.  An outdated browser can sometimes cause issues. CyberPilot only supports the newest versions of mainstream browsers such as Edge, Chrome, Firefox, and Safari. If the problem persists then...
  2. Clear the browser cache.
    1. If the problem persists...
  3. Check for OS updates.
    1. If you are using an older device, it may not be running or be able to run the newest operating system. E.g., an older Apple iPad may not even be able to run the latest version of IOS. CyberPilot only supports the newest versions of mainstream operating systems such as Windows, Android, and IOS. 

 

If, after following the three steps above, you can't get the training to work in your preferred browser, you can follow the steps in the next section.

 

Step 2: If the training doesn't work in a different browser

If trying the training in a different browser didn't work, or you are struggling to get your preferred browser to work, then you can send a support ticket to us at support@cyberpilot.io.

Please include as much of the following information [x] as possible and use this as a template: 

 

Hi CyberPilot

I am having trouble playing back the training content.

I am experiencing [this problem] using [which browser] in this version [which browser version] on [which device].

I am trying to playback the training [Content name] in my local language [which language selected] and I have added a screenshot to show what the problem looks like [attach screenshot].

I have tried using a different browser. I tried on [which browsers did you try] and it [did/did not] work.