If you’re encountering issues while attempting to watch your courses on a browser, please try the troubleshooting tips below before contacting us. Following these steps can resolve many of the common issues related to video playback.

Please note that a broadband connection with a minimum speed of 5Mbit or 800kbps is required to watch a Swoosh English course on your device.


Streaming issues (ie: the video keeps loading / buffering)


Blank screen

  • Refresh your browser
  • Quit your browser and re-open it
  • Clear your browser's cookies and cache. Be sure to restart your browser before trying again
  • Try a different browser, like Google Chrome
  • Take a note of your browser extensions/plugins/firewall programs. Is there anything that could be interfering with the streaming of the videos? We recommend testing with an incognito window to troubleshoot
  • Restart your computer and network devices (modems/switches/routers)
  • Check your browser version and update it if needed
  • Try a different device or computer if possible
  • Turn off hardware acceleration (in Firefox or on Windows)


No audio

  • Refresh your browser
  • Quit your browser and re-open it
  • Clear your browser's cookies and cache. Be sure to restart your browser before trying again
  • Take a note of your browser extensions/plugins/firewall programs and adblockers. Is there anything that could be interfering with the audio? We recommend testing with an incognito window to troubleshoot
  • Check to see if you’re encountering audio issues while viewing videos on other sites like Vimeo or YouTube. If you still can’t hear anything, check the sound settings on your device
  • Check to see if other videos in the course are producing sound


If you're still having trouble, it's possible that there's something wrong with the video file. Please contact us. 


When contacting us, please include:


  • Your browser version
  • Your OS (Windows 7, Mac OS X, etc.)
  • The URL and video name
  • Your internet connection speed test results
  • The resolution you were watching the video video at (ie - 720p, 480p etc)
  • A screenshot or screencast of the problem. The more information you can provide, the faster we'll be able to resolve the issues you're encountering on our site.


Please note: currently the operating system for Chromebook machines are not fully supported by our video player. If you encounter video playback issues while using a Chromebook, and none of the troubleshooting steps above resolve the problem, please contact us. They will do their best to resolve the issue for you.