Why Aren't Videos or Images Loading?

Common Issues

This guide can help if you experience any of the following:

• Videos won't play

• Images are missing

• Learning media is broken or not loading

Frequently Asked Questions

Videos won't play.

1. Refresh the page by pressing F5 on your keyboard or clicking your browser's Refresh button.

2. Try opening the lesson again.

3. If the issue persists, check your internet connection and ensure it is stable.

Images are missing.

1. Refresh the page.

2. If the images are still missing, check your internet connection.

3. Try opening the lesson again.

Learning media is broken or not loading.

1. Refresh the page.

2. Wait a few moments for the content to load.

3. If the issue persists, check your internet connection and try again.

Common Causes

Network connection

An unstable or restricted internet connection may prevent videos and images from loading.

Ask yourself:

• Are you connected to a private/home network or a public/work network?

• If you're using a workplace or public network, your organisation's firewall may be blocking some media content.

If possible, try connecting to a different network and test the lesson again.

Browser cache

Your browser may be loading outdated files from its cache. Clearing the cache often resolves loading issues.

How to clear your browser cache

Google Chrome

1. Press Ctrl + Shift + Delete.

2. Select Cached images and files.

3. Click Delete data.

4. Refresh the Appellon page and try again.

Microsoft Edge

1. Press Ctrl + Shift + Delete.

2. Select Cached images and files.

3. Click Clear now.

4. Refresh the page.

Safari (Mac)

1. Open Safari.

2. Go to Settings > Privacy > Manage Website Data.

3. Select Remove All, then reload Appellon.

Unsupported browser

For the best experience, use one of the latest versions of the following supported browsers:

• Google Chrome (recommended)

• Microsoft Edge

• Mozilla Firefox

• Safari (latest version on macOS)

Older browsers, such as Internet Explorer, are not supported and may cause videos, images, or learning content to display incorrectly.

Still need help?

If the issue continues after completing the steps above, please contact [email protected].

To help us investigate the issue, include:

• The device you're using (Windows PC, Mac, iPhone, Android, etc.)

• Your web browser and version

• Whether you're using a private/home or public/work network

• The name of the learning module

• A screenshot of the issue (recommended)

Providing this information will help our Support team diagnose and resolve the problem more quickly.