Troubleshooting Course Access

If you ever have trouble accessing a specific course or video, we’re here to help! Below we’ll outline some troubleshooting tips and common issues that may help.

Quick Links

• Troubleshooting Video Playback
• Troubleshooting Sound Issues
• I’m Still Having Trouble

In the case that a video within a course isn’t playing or you’re being presented with a black screen, please try the following to try to solve the issue:

1. Ensure you’re using an optimal browser- The Moz Academy works best with Google Chrome and Mozilla Firefox and using another browser may cause playback issues.
2. Clear your cache and cookies
3. Try accessing the course and video from an incognito window
4. Try accessing the course and video from a different browser
5. Ensure there isn’t an extension or firewall blocking the site from fully loading (to test this, disable your browser extensions and attempt to play the video)

If you’re still having trouble, please see below for information on how to reach out to our team for assistance.

In the case that the sound for your courses is not auto-playing when the video loads, this is likely due to a browser setting. Google Chrome recently made changes to the default behavior for sound settings in videos which are auto-played. Unfortunately this is not something we are able to override or change on our end. You can read more about Chrome's autoplay policy on the Google developer blog.

If you’re still having trouble with your Moz Academy courses, please email training@moz.com with the following information:

• The email address you used when signing up for the course
• The course having the trouble with the URL for the course video
• The browser and device type you’re using
• A screenshot of the issue, if possible