My video is playing with a blacked-out screen and audio
Is your course video playing with a black screen with sound?
This is commonly caused by a browser filter that blocks video-based ads. On occasion, this filter will accidentally block embedded video players just like what we use in our courses.
If you are using Google Chrome as your browser, we suggest you check out this article published by AdBlock in regards to this issue.
If you are using a different browser try some of these:
- Check your ad blocking plugin: sometimes they can mistake our videos for ads and prevents them from displaying.
- Check your browser for updates: it may simply be outdated.
- Check your internet speeds: slow internet speed can cause issues with video display.
- Try restarting your computer: this often allows your computer to update as well which may be a cause of the problem.
Why am I Unable to Move to The Next Module in My Course?
Are you unable to move forward in your course? Stuck on a loading screen? Check out the most common reasons for this delay, how to fix them, and get back to your continuing education!
Are you using Internet Explorer?
Internet Explorer is not supported under our platform; this creates a downgraded experience for users using Internet Explorer. We suggest switching to an alternative browser such as Google's Chrome.
Is your browser updated?
Outdated browsers can create a downgraded experience; we recommend checking your browser for updates to see if that resolves your issue.
WiFi signal strength:
A weak, or inconsistent, WiFi signal may cause loading and progress issues with your course. We recommend checking your signal strength to determine if this is the cause.
I'm Unable to Log-in
You've registered for an account and having trouble logging in? Get help with resetting your password and regain access to your account.
Did you confirm your email?
During registration you are asked to confirm your email before you are able to log-in. If you haven’t confirmed your email via our confirmation email (👋 Welcome to VTR!) you received from firstname.lastname@example.org, reach out to our support team for assistance.
Confirmed your email address and still unable to log in?
Your username will be the email address you used to register, and will only change if you update the email address in your Account settings. Your password was also created when you registered, and contained the following:
- No spaces
- At least 1 uppercase and 1 lowercase character
- 1 numeral 0-9
- 1 special character ( !@#$%& , etc.)
If you've forgotten your password, simply click "Forgot Password?" to request a password reset.
Note: If you don't receive the forgot password email within 5 minutes of submitting (and you checked your Spam folder just in case), then your email has not been confirmed. You will not be able to reset your password till your email address is verified. [See "Did you confirm your email?" above.]