What if I have video playback issues on Tergar platforms?

If a video won't start, keeps buffering, or shows an error, try the steps below in order. Most problems are solved by the first two or three.

In the Joy of Living app

Update the app to the latest version (2.4.1 or later) in the App Store or Google Play, then sign in again. This update fixes most video problems in the app. See Joy of Living app troubleshooting.

In a web browser

1. Refresh the page.
2. Try a different browser, such as Chrome, Firefox or Safari.
3. Turn off any VPN or ad blocker.
4. Try a different internet connection, for example your phone's data instead of Wi-Fi.
5. Clear your browser's cache and log in again. See Which browsers work best, and how do I fix pop-up, cache and ad-blocker problems?.

"Because of its privacy settings, this video cannot be played here"

Our videos only play on tergar.org websites. To check this, the video player needs to know which website you're on. Security, antivirus, privacy and anti-tracking tools can hide that information, and the video is then blocked.

Check for:

• antivirus or security programs on your computer
• privacy or anti-tracking settings built into your operating system or browser
• browser extensions for privacy, ad blocking or anti-tracking

Add tergar.org as an exception in each one, or turn off "do not track" for our sites, then refresh the page.

If you're in Mainland China

Our video host is blocked in Mainland China. See Can I access Tergar's platforms from Mainland China?.

Still having trouble?

Submit a ticket and include:

• your device and browser (or app version)
• the name of the video or lesson
• a screenshot of what you see

Related articles

• Which browsers work best, and how do I fix pop-up, cache and ad-blocker problems?
• Joy of Living app troubleshooting
• Can I access Tergar's platforms from Mainland China?

Still have questions? Submit a ticket and our team will be happy to help.