Troubleshooting - Videos

Q. I can't see a video on a web page

A. Latest version of Flash installed?

Our videos require Flash version 8 or above to play. It is possible you do not have Flash installed, or you have an older version (Flash 7 or earlier).
In either case, you need to click here to install Flash/upgrade latest version.
You will be downloading a file of around 1MB - on broadband this takes a few seconds.
On the download page under "Also install" you will see a Yahoo tool bar is offered - this is irrelevant and we suggest you untick that box before clicking "Install now".
Once installed the movie should play. You may need to close and re-open your browser first. You may possibly need to re-start your machine.
If you are still experiencing problems there are further tips at this help page.

Q. I am sure Flash is installed correctly but I still cannot view the video

A. Firewall problems?

Some corporate networks restrict the use of Flash (among other things). You can either forward the link to your personal computer at home, or perhaps speak to your IT department about allowing the use of Flash on your corporate network.

Q. The video is jerky or slow

A. Jerky / Slow?

Our video player is an intelligent piece of kit. It will not only sniff your device and play the appropriate file type but also sniff your connection speed and stream the appropriate file quality. Thus you should not notice too many problems when viewing our videos. Our videos are edited to appear best full screen - so click on the icon at the bottom right of the player. Sometimes it does sniff a connection speed lower than you might average so if you are seeing a bad quality and you think it could be better try restarting the video.