"I get an ‘Error Occurred’ error when trying to play video"

Learn more about how to fix a video error in our programs
Written by Sion Lanini
Updated 2 months ago

If you are trying to play a video on our website and it won't load, or you get a black screen with the message "An error occurred. Please try again later. (Playback ID: lxJw6whsC6y6ylu6)", read on to find out how to work around this and keep going!

This appears to be an issue with the Chrome browser, which sometimes has trouble loading videos hosted on YouTube and they fail to play. Here are some easy things to try:

  1. Switch to another browser. Firefox has worked for our team!

  2. Try using an incognito window in Chrome - this might be the easiest solution if you're used to Chrome.

  3. Clear your Chrome cache and cookies.

If you don't know how to do #2 and #3, here's a screenshot of the Chrome menu from the top right corner of the browser. Click the 3 dots, and then can click "new incognito window", or click on History and then "Clear browsing data".

Please let us know if you still need help with the issue, but this should fix it!

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