7. How to Troubleshoot Audio & Video Issues

If you’re encountering audio or video issues while attempting to watch a course on a browser, this article includes several ways to troubleshoot and resolve these problems. Our Support Team also refers to the troubleshooting steps in this article when responding to inquiries regarding playback issues. 

Additional resources:

• Learn more about Kiko Loureiro Guitar Academy's system requirements here. 
  • Please note that a broadband connection with a minimum speed of 5Mbit or 800kbps is required to watch a KL Guitar Academy course on your device.

7.1 How to check if your playback environment’s causing the issue

To determine whether your device, settings or internet connection may be causing the problem, please do to the following:

• Check your network configuration.
• Try watching another lecture or course.
• If you’re able to watch other lectures without any problems, this may indicate there is a technical issue with the original video. Please contact support so our team can investigate further and report the issue.

If you’re encountering playback issues with other lectures, however, then please try the troubleshooting steps below. 

7.2 How to resolve audio and video issues with your playback environment

If you’ve determined the problem is due to an issue with your course playing environment, please do the following:

• Try watching the original lecture in an incognito window. 
  • If the video plays without issue, try checking your extension, plugin or firewall program on your device to see if it needs to be reconfigured or disabled.  
• Try a different browser.
  • If you’re not already using Google Chrome, we recommend using it, as we’ve found it works best to watch KL Guitar Academy’s content.
• Update your browser.
  • Check your browser version and update it if needed. 
• Clear your browser's cookies and cache and restart it before trying again. 
  • If you have a lot of browser tabs open, close most of them except the one you’re using to watch the course.
• Test your internet connection speed.
  • A minimum internet speed of 5Mbit or 800kbps is required to watch a Kiko Loureiro Guitar Academy course on your device. Test your internet connection speed to make sure your environment meets this and that your system meets Kiko Loureiro Guitar Academy's requirements. 
  • If your internet speed is low, try lowering the video quality of the lecture, or watching the course when your internet connection is stronger. 
• Turn off any hardware acceleration you have installed (in Firefox or on Windows). 
• Check your audio settings.
  • If you can’t hear any audio, double check to see that the course player volume is turned up and that the video is not muted. Check the sound settings on your device.
• Restart your computer and network devices(modems/switches/routers).

7.3 Are you encountering a “Problem with your system settings” error notification?

If you’re encountering an error notification while viewing courses, which states there is a problem with your system settings, please try the troubleshooting steps below.

1. Update your browser to ensure you’re using the latest version.
2. If you’re on Google Chrome, Mozilla Firefox, or Microsoft Edge, please verify that you are allowing protected content to play on your device. If any of these settings are disabled, then once enabled, clear your browser’s cache once more prior to checking if video content will now load.
   • Learn how Chrome users can manage protected content. You must allow sites to play protected content. If you are using Google Chrome in a Windows environment, you will also need to allow sites to identify your device.
   • Learn how Firefox users can manage protected content. The Widevine Content Decryption Module provided by Google Inc. must be set to ‘Always activate’.
   • Edge users can navigate to edge://settings/content/protectedContent and ensure that both settings for playing protected content and identifiers for protected content are toggled to the ‘On’ position.
3. If you’re using Google Chrome 90 or above and the above steps don’t resolve the issue, please enter chrome://components/ into the URL bar at the top of your browser.
4. Next, navigate to Widevine Content Decryption Module.
5. Update the Widevine Content Decryption Module so that the version number is 4.10.2198.0 or greater (and, or, the status reads it’s up-to-date).

Next steps?

If you’re still encountering issues after following the steps above, please contact our Support Team.