SNAP FAQs - Fixing Video Viewing Problem

  • Video Player Problems:
     
    A video will not play for me. How do I correct the problem?
     
    Recently the SNAP video player was upgraded in SNAP.
     
    You may have an older version of the SNAP video player in your browser's cache.
     
    You will need to clear your browser cache to get the player to work for you. 
     
    See How To Clear Cache in Every Major Browser for instructions on how to clear your browser's cache.
     
     
    Video Player Distortion Problems:
     
    A video appears to be distorted or cropped. How do I correct the problem? 
     
    Videos in our TOMMs player may appear to be distorted in this version of Chrome browser: Chrome 55.0.2883.87 on Windows platform
     
    First try this:
    Step 1. Access your Chrome Settings using this url in your Chrome Address Bar
    chrome://settings/
     
    Step 2. Scroll down to Show Advanced Settings text link
    This will expand the page down 
     
    Step 3. Scroll down to System
    Uncheck the box next to this text Use hardware acceleration.
     
    Exit Chrome and restart the browser. 
     
     uncheck-hardware-box
     
     
    If that does not work, then try the next step.
     
    Update your Chrome browser to Version  56.0.2924.76
     
    To update Google Chrome:
    On your computer, open Chrome.
    At the top right, click More .
    Click Update Google Chrome. If you don't see this button, you're on the latest version.
    Click Relaunch. 
     
    If your browser update fails, restart your computer and try again. The browser version should update successfully. 
    See  Update Google Chrome for more instructions on how to update your Chrome browser.