Building Blocks videos won't load

Written By Joe Hanley (Super Administrator)

Updated at May 17th, 2024

This can happen for a few different reasons. 

 

First, test Vimeo

Our videos are hosted by Vimeo. So first make sure your browser is able to play videos on Vimeo by going here

If it won't load there either, contact Vimeo to troubleshoot. Once it plays there, it should play in Building Blocks.

If it DOES load in Vimeo, the next step depends on your browser:

 

Chrome browser

  1. Open the Developer Console by clicking the three dots at the top right -> More Tools -> Developer Tools
  2. While that's open, click and hold the refresh button in the upper left corner of the browser until a menu appears. 
  3. Select "Empty Cache and Hard Reload"

If that doesn't work...

  1. Copy the URL at the top of the browser
  2. From the File menu, open a new Incognito Window and paste in the URL.
  3. If the video loads, this means one of your extensions is interfering with our Vimeo video player.
  4. Go back into the original browser window, disable one extension at a time, refreshing the page each time, until the video loads. The most recently disabled extension will be the cause of the issue. In many cases, it's an ad blocker extension, so you'll need to whitelist "audiblegenius.com" as well as “player.vimeo.com”

If it still doesn't work...

  1. In Chrome, click the three dots at the top right -> More Tools -> Developer Tools
  2. The developer pane will open, click "Console" at the top.
  3. Refresh the browser and wait for the video load to fail 
  4. You should see some text show up in the Console. Right Click anywhere in that text, select Save As..., save it to your computer.
  5. Submit A Request at the top right of this window and paste in the text from the console.

 

Brave browser

  1. Load the lesson page and wait until you see the video error
  2. Open the browser's developer panel by pressing option-command-i
  3. Turn off all shields for audiblegenius.com
  4. Click and hold the refresh button at the top left until a little menu pops up
  5. Select "Empty cache and hard reload"