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Dr Frost Help Centre

Why are videos not playing for me?

Updated

Most video issues are network-related. If you're at school or work, YouTube might be blocked. Follow these steps to resolve the issue:

Step 1: Check your network restrictions

Most common cause: Schools and workplaces often block YouTube.

  1. Test YouTube access
  2. Contact your network administrator
    • Ask them to allow access to these domains:
      • www.youtube.com
      • www.youtube-nocookie.com
    • If they need specific URLs, share our complete video embed links list.

Step 2: Try basic browser fixes

Make sure your browser is up to date and JavaScript is enabled 
Using the latest version and having JavaScript enabled prevents compatibility issues with video playback.

Do a hard refresh 
Sometimes your browser has old files that prevent videos from loading. Clear them with a hard refresh:

  • Windows/Linux: Press Ctrl + F5 or Ctrl + Shift + R
  • Mac: Press ⌘ + Shift + R

Check for interfering extensions 
Disable any ad blockers or privacy extensions that might block embedded content, then refresh the page.

Step 3: Try alternatives

Test with a different setup

  • Try a different browser (Chrome, Firefox, Safari, Edge).
  • Use a different device if available.
  • Test on a different network (eg. at home instead of school) to confirm if it's network-related.

Step 4: Get more help

Check with your school 
Your school's IT team can help allow access to YouTube domains or troubleshoot network issues.

Contact us 
Still having problems? Contact our support team with details about:

  • Your device and browser
  • Any error messages you see
  • Whether the issue happens on all videos or specific ones

Don't worry — video playback issues are usually quick to resolve once we identify the cause.

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