Below are questions to answer when addressing video playback issues:


  1. Is it happening to all users or selected users? If selected users, what differentiates them from the other users?
  2. Is it happening with all video assets or selected assets? If selected assets, which assets?
  3. Does this happen when wired or using wi-fi?
  4. Does this happen in different browsers?
  5. Is there anti-virus software installed locally that could cause a conflict?
  6. Are there any firewall or proxy rules in place that could be blocking QuickHelp?
  7. Are videos streaming without issue from other locations (e.g. YouTube)?
  8. What is your network speed? (http://beta.speedtest.net/)
  9. What happens when the user plays the video here: http://www.videojs.com?
  10. What happens when the user plays the video here: http://ampdemo.azureedge.net?
  11. What happens when the user plays the video here: https://quickhelpassets.blob.core.windows.net/communicator2007/communicator14_004_responding_to_instant_message_invitations.mp4?


Please try adding the following sites to your internet trusted sites (and to a proxy/firewall bypass, if needed):


If it's an Event rather than a video that won't play (or chat is not working), please add the following sites to your network white list and internet trusted sites: