Troubleshooting: What to do if no video displayed during playback

If no video is displayed when playing back a recording, the instructor or instructional area maybe black or green. This issue is usually related to a codec or video driver setting/conflict.

To resolve this issue, try the following (in the indicated order):

  1. Install or re-install Microsoft Windows Media Player on PC :  http://www.microsoft.com/windows/windowsmedia/default.mspx.
    • Make certain to close and restart all browsers after the installation
    • Try to play a recording. If video is displayed, then stop. If video is not displayed proceed to #2 below
    • If using a MAC, then proceed to #2 below
  2. Install or re-install Microsoft Silverlight:  http://www.microsoft.com/silverlight/
    • Make certain to close and restart all browsers after the installation
    • Try to play a recording. If video is displayed, then stop. If video is not displayed proceed to #3 below
  3. Install K-Lite Codec Pack (from http://filehippo.com/download_klite_codec_pack/) that is appropriate for your PC operating system
    • Make certain to close and restart all browsers after the installation
    • Try to play a recording. If video is displayed, then stop. If video is not displayed, contact your institution’s Tegrity help resources (if necessary, they will contact Tegrity Customer Support)

 

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