Skip to content
Contact us
  • There are no suggestions because the search field is empty.

Error: "Couldn't Load Video"

This article outlines troubleshooting steps you can follow if our Video lessons are not loading.

Issue:

You've opened a video lesson but the video will not load. You may also see a red banner in the lower right hand corner of the screen.

 

Security Journey hosts all our video content on Vimeo.
​
It is possible that the video is being blocked by internal network protocols. We have seen this with some of our customers depending on their location. If your company blocks Vimeo, it will not play.

Troubleshooting steps

  1. Check if you are on a VPN
    1. If yes, turn it off and test to see if the error is no longer present
      1. If it works, this issue is most likely related to safelisting and may require your company's network team to make changes to your proxy or firewall settings.
      2. If this doesn't resolve it, please proceed to step 2
  2. This issue could be caused by expired licenses; please reach out to Customer Support via our live chat feature or email us directly at support@securityjourney.com