When a customer is experiencing tech issues with a video the advisor should first advise of the following from the FAQ page: 

 

  1. Try a different browser.  TLL supports all updated versions of well-known browsers.  We recommend using Firefox or Google Chrome.  
  2. Troubleshooting issues with a Video in a course.  Our video player automatically tries to adjust the video quality to your internet speed.  Sometimes, slow connections can cause excessive buffering during playback.  Advise the customer to try and access their online courses using a better internet connection.  They may also try closing extra browser tabs or other applications that may be using up their bandwidth.  


 

In the event the above does not fix the issue, request a screen shot from the customer with the issue they are experiencing.  Next, follow the steps below to submit a help desk ticket through Learn Worlds Help Center.  


 

1. Click on the help desk icon in the bottom left corner of the admin console 

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2. Next, click on the tab in the top center titled, "Visit our Help Center" 

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3. Then click on "submit a ticket" on the top tool bar

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4. Here, you can fill in the required fields and be sure to attach a screen shot of the intern's issue they are experiencing. 

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