How to Troubleshoot Audio & Video Issues (on a Browser)

If your video modules are not playing, have an error message, or are not displaying, please follow the troubleshooting steps below.

An organisation’s security system may block some xUnlocked services. However, most organisations have in place a process for approving traffic to and from specific sites. If you are having trouble connecting to any xUnlocked domain or playing videos on our sites, we recommend working with your IT team to allow network traffic to particular services (known as the “allowed list" or “safe list”) listed below.

You should ensure the following ports are open on your network for playback:

• TCP/UDP 80 (HTTP)

• TCP/UDP 443 (HTTPS)

The following domains are required to use xUnlocked platforms and play videos:

• *.xunlocked.com

• *.sustainabilityunlocked.com

• *.financeunlocked.com

• *.verse.com

• *.user.com

• *.sentry.io

• *.chargebee.com

• img-cdn.financeunlocked.com

• 480hxxx9m5-dsn.algolia.net

• www.googletagmanager.com

• use.typekit.net

• p.typekit.net

• res.cloudinary.com

• browser.sentry-cdn.com
  

Note: * indicates a wildcard where multiple current and future subdomains are used, e.g. api., cdn., player., and more.

Troubleshooting connection issues:

If you usually can access and use an xUnlocked platform without problems, but you are now experiencing an issue, try accessing your account with an incognito window (Chrome) or privatewindow (Firefox). 

If you can connect and operate the site normally, this is often an indication of a caching issue. Clear your cookies and cache in a standard browsing window and see if the problem is resolved. It is often preferential to use an incognito window first so that you can avoid unnecessarily deleting cached login information.

Try accessing your account with a different browser. We currently support the latest versions of the following browsers:

• Chrome 30+ (has automatic updates)

• Firefox 27+ (has automatic updates)*

• Microsoft Edge**

• Safari 9+

*H.264 video (required for viewing our videos) is only supported in Firefox for Windows 7 and later. Firefox versions on Windows XP are no longer supported for playback.

**We do not support Microsoft Internet Explorer 11 or earlier.

Operating systems

Our content is accessible via our xUnlocked domains in a web browser, therefore not restricted by OS as we support all the latest OSs. We recommend Windows 7 or later or macOS Sierra (10.12.6) or later.

Mobile Devices

Our content is accessible via our website in a web browser, therefore not restricted by OS or device, we support all the latest OSs and mobile and tablet devices. We recommend Android (Lollipop) version 5.0+ or iOS version 9.3.5+.

Blackberry, Samsung and Windows phone users: You may still be able to view our videos on the native browsers on these devices where it supports HTML5; however, we do not test out our player in these environments and thus cannot guarantee support. We recommend installing Chrome on these devices instead.

Bandwidth

The quality of your viewing experience largely depends on the download speed you have from your ISP (Internet Service Provider) or mobile provider. Keep in mind that your overall Internet speed can vary depending on many factors, including but not limited to: time of day, Wi-Fi performance, and other devices/users utilising your connection.

We recommend a connection of at least 10Mbps to stream our videos in HD.