Received an inquiry that the video content is not working

There are several possible reasons why a video may not play as expected. Please confirm the following solutions if you are experiencing issues with videos.

Case I

The user may be accessing from a browser not supported

Please ask users to access through one of EventHub's Recommended Browsers and Domains.

Case II

Insufficient connection speed

You must be an environment with a connection speed of at least 1000 kbps (1 Mbps) or higher. Please make sure you have sufficient connection speed for video playback.

(How to confirm your connection speed)

1. Access Google.com
2. Search 'internet speed test'
3. Select a service and start a connection speed test
   
   

Case III

Unstable browser

Please try clearing your cache and refreshing your page. Learn how to clear caches for each browser:
*There may be some differences depending on your browser version.

For Google Chrome	Open Google Chrome settings. Select 'Privacy and security' Click on 'Clear browsing data' Check off the box marked 'Cached images and files' Click 'Clear data'.
For Firefox	From the Firefox Menu, select 'Preferences'. Select the 'Privacy & Security' panel. From the 'Cookies and Site Data' section, click 'Clear data'. Select 'Cached Web Content' and click 'Clear'.
For Safari	Open Safari and select 'Preferences' the menu bar. Click on 'Advanced' settings. Check off the box 'Show Develop menu in menu bar'  Select 'Develop' for the menu bar and click on 'Empty Caches'.
For Microsoft Edge	Open Microsoft Edge and access 'Settings'. From 'Settings', click 'Privacy & services'. Under 'Clear browsing data', select 'Cached images and files' and click 'Clear'.

If the video does not play even after clearing your cache and refreshing the page, please try again with a different browser.

Case IV

Security block

If your company or organization has a security block for video streaming services, and EventHub detects the security block, you will be shown the following alert message: "The video cannot be played due to a network error"

If you see the alert message, please try accessing the site through a private network/device or using cellular data. If this solution works for you, then EventHub is most likely blocked by your organization's network security. Please contact your organization's support department to request EventHub to be unblocked.

To view the video, please allow the domain of the platform to be viewed, or try setting your browser to private mode (incognito mode). Learn more about domains Recommended Browsers and Domains.

▼How to access private mode (Incognito mode)

Google Chrome	Control ＋ Shift ＋ N (Command ＋ Shift ＋ N for Mac)
Firefox	Control ＋ Shift ＋ P (Command ＋ Shift ＋ P for Mac)
Microsoft Edge	Ctrl + Shift + N
Safari	There are no keyboard shortcuts for this browser. From the Menu, select 'Private Browsing'.