My videos aren’t playing. What can I do?
- Clear your browser history and cookie data, then try again.
- Try using Google Chrome if you aren’t already. That browser works best with our video streaming.
- If you’re still having problems, please contact us at 1-877-223-5226, and we’ll be glad to help.
What happens if I lose my Internet connection while my child is viewing a lesson?
Once your Internet connection is reestablished, you’ll be able to start where the lesson was interrupted or return to the beginning of the lesson.
When my student attempts to log in to streaming lessons, an “Invalid username or password” message appears. How do I verify what my student’s username and password are?
- Go to My Students on your dashboard. You may be required to log in if you aren’t already.
- Choose your student from the list and click the login information icon in the student information panel.
- If you don’t know the password, you can now enter a new one in the New Password box. Re-enter the student’s username in the New Username box or enter the current username listed. Save your changes.
- Your student can now log in with new password and username. If you’re sharing a computer, you’ll need to log out so the student can log in again.
Why do I sometimes get a spinning circle when I push the “Watch Lesson” button?
The most common cause of this issue is the buffering. If your video seems to be buffering longer than normal, you can press “Watch Lesson” again—this typically solves the issue.
Why do the lessons sometimes stop and I get a spinning circle or a message that says my lessons cannot sustain playback?
Your download speed may be too low to support the video streaming. A minimum of 5 Mbps of download speed is needed per student when viewing lessons simultaneously; please refer to the chart below. Please note that the download speed is determined by your Internet service provider, not the Abeka Academy website.
To fix this issue, first lower the quality of the video you are watching as that will use less download speed. However, if you still experience buffering, you would want to test your download speed by clicking here and then clicking the “Begin Test” option. If it is low, you will need to contact your Internet service provider to have it increased.
If your download speed is sufficient, but you are still having trouble, reboot your router and try again. Oftentimes, rebooting the wireless router helps.
Computers connected to the Internet that are downloading updates, files, or programs are often another cause of this issue. If the computer being used to stream the Abeka Academy videos is simultaneously updating and downloading, the buffering may occur.
| |
Students |
| |
1 |
2 |
3 |
4 |
5 |
6 |
| 10+ Mbps |
|
|
|
|
|
|
| 7 Mbps |
|
|
|
|
|
|
| 5.5 Mbps |
|
|
|
|
|
|
| <5 Mbps |
|
|
|
|
|
|
Why is the video/audio distorting or is out of sync?
The most common cause of this issue is due to the buffering. If the computer being used to stream Abeka Academy videos is simultaneously updating and downloading, the buffering will occur.
If the video or audio is distorting for only a few classes, please contact Abeka Academy Customer Service at 1-877-223-5226 so we can verify if there is an issue with those class videos. However, if this problem is occurring for most or all of your classes, then first lower the quality of the video you are watching as that will minimize the amount of computer resources necessary to process the video.
Why do the lessons sometimes stop while I am watching them and a message appears saying a server error has occurred? Is there a problem with the streaming?
It is possible that there is an issue with the streaming servers. If you wish, you can contact our office to verify if the problem persists after following the below steps.
- Check to see that your device software is up to date.
- Be sure any firewalls or virus protections are allowing the Abeka site to pass.
- You may also need to clear the history and cache of your web browser.
- If possible, lower the video quality.
Also, if the signal between your Internet service provider and your computer drops, even for a split second, it will cause the streaming to stop. However, the most common cause of this issue is that the cache on your web browser needs to be cleared.