The Video Tutorial I Bought Doesn't Load


Some users experience an errand issue where they try to access a tutorial they ordered and the player itself never loads, leaving a blank space where it should be located. This issue can be traced to a corrupt Flash Player cache and is normally solved by using an alternative browser or flushing said cache as instructed below:

If you are using a Windows machine running, Firefox, or Safari:

  1. Click the "Start" button located in the bottom left hand corner of your screen.
  2. Click on "Control Panel" (or depending on your system setup, "Settings" and then "Control Panel").
  3. Click on "Flash Player" (or "System and Security" and then "Flash Player").
  4. Click on the "Advanced" tab located along the top of the "Flash Player Settings Manager".
  5. Ensure the latest version of flash player is installed (click "check now" to verify which version you have installed).
  6. Click the "Delete All..." button located at the top of the "Advanced" section of the "Flash Player Settings Manager".
  7. Ensure that there is a checkmark beside the "Delete All Site Data And Settings" option.
    (IMPORTANT: leave the "Delete All Audio and Video License Files" option UNCHECKED).
  8. Next, click the "Delete Data" button located in the bottom right hand corner of this window.
  9. Close the "Flash Player Settings Manager".
  10. Close the "Control Panel".
  11. Restart your browser

If you are using Google Chrome please follow the below instructions:

  1. Click on the following link to navigate to Adobe's online Flash Player Settings Manager.
  2. Click on the "Delete all sites" button.
  3. Restart your browser.

To clear the Flash Player cache on a Mac, please follow these steps:

  1. Close your web browser.
  2. Click on the Apple logo in the upper, right-hand corner of your screen and choose "System Preferences"
  3. Click on the "Flash Player" icon near the bottom of the System Preferences window.
  4. Under the "Storage" tab, click on the "Delete All" button.
  5. On the next window, make sure the "Delete All Site Data and Settings" option is selected and unselect the "Delete All Audio and Video License Files" option.
  6. Click the "Delete Data" button.
  7. Close the System Preferences window.
  8. Open your web browser.

NOTE: Legacy versions of Internet Explorer are not supported so you should look at an alternative such as Chrome, Firefox or Edge.


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