Cannot play lessons or bonus media content

Currently, in very rare cases, some of the content is not loading in the app. Unfortunately, it is caused by a vital platform change we recently made, switching from an old technology to an entirely new media playback engine.

While we're still working on integrating the missing parts, a quick and easy workaround for the issue above is to open the app, navigate to the Account tab -> My Settings (select it from the orange menu on the top) -> Downloads page, and turn off the Offline Media Playback feature. This way, the desired content will load and play without other issues. However, it will need an active internet connection.

More troubleshooting options:

The mobile app includes video and audio lessons which will be automatically downloaded to your device after installation (only when connected to WiFi and only if there is enough space available). The total size of the media files is about 1GB.

In case your device does not have enough space available or there is no WiFi connection, the lessons will be streamed over any available internet connection.

In case the videos are not playing, please check the following:

1. Make sure you have a good internet connection or try connecting over WiFi

• iOS - https://support.apple.com/en-us/HT202639
• Android - https://support.google.com/android-one/answer/2819519?hl=en 

2. Make sure you have the latest version of the app (Mobile only)

• iOS - https://support.apple.com/en-us/HT202639
• Android - https://support.google.com/android-one/answer/2819519?hl=en

3. Clear the cache (Browser only)

Sometimes the video player protocol is blocked by a browser plugin or by the rules defined by the network administrators (if you try to access the program from your workplace or from a public network).

Because there's not too much to do when the video protocol is blocked by a network administrator, a possible solution could be to clearing the cache of the browser. We support all the major and known ones, like Chrome, Firefox, Edge, Safari, Opera etc. so you might want to give it a try and access the app in a different browser, at least for troubleshooting purposes.