One or more of your users are unable to view QuickHelp videos in IE11?
It could be a browser setting that is causing the problem. The first step would be to verify whether the problem is specific to IE. To do so, have the user use a different browser (if possible).
If the video plays successfully in another browser, there is a good chance that HTML5 is disabled in IE (see image below). Please note that enabling this will require a computer reboot.
- If the video is not successful in another browser, it could be a firewall or proxy issue. Please try whitelisting the list of QuickHelp sites, found here.