The following steps should assist you in resolving any issues encountered when viewing videos in a CareAcademy class.
All our classes use HTML5 (not Flash) so you do not need to download any plug-ins. CareAcademy does not have an app. Instead, CareAcademy classes can be accessed by logging into our training site using your device's internet browser. Please see recommended internet browsers here: What Internet browsers can I use?
Step 1: Refresh your internet connection. Click on the "Wi-Fi" button on your computer or laptop. Select "Disconnect" and then "Connect" to refresh your connection. If you are using your mobile phone or tablet, go to the settings of your device and turn off your Wi-Fi or data connection then turn it back on again.
Internet connections vary, especially when you're using a data connection. A Wi-Fi connection is more reliable but you may still experience intermittent connection issues, especially if there are a lot of people using the same internet connection at the same time.
Step 2: Check if you have the latest version of your internet browser. If you do not have the latest version, please update your internet browser.
How to check on Google Chrome: Select the "Three dots" on the upper right-hand side of your browser. Select "Help" then "About Google Chrome".
How to check on Firefox: Select the "Menu" on the upper right-hand side of your browser. Select "Help" then "About Firefox".
How to check on Safari: Select "Help" and then "About Safari"
Step 3: Reboot your device. Turn it off and turn it back on.
If you have performed all of the recommended steps above and you are still experiencing the same issue, please contact Customer Support.