can't stream NT362 videos on Windows 10

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Posts 7
Jay B | Forum Activity | Posted: Sat, Aug 6 2022 10:46 PM

I'm about 3/4 through NT362 using Logos 9.15 on a Windows 10 laptop. All of a sudden the videos won't load and I get a message saying "We couldn't access the media you're trying to play. Please verify that you are not working offline. For more help troubleshooting this issue please visit our support page." I've walked through all of the steps and suggestions on the support page and nothing seems to work. I also tried disabling hardware acceleration. I can watch the videos on my phone but not on my laptop.

There appears to be the same issue in other courses that I haven't started working through yet. The videos in previous courses are white screes but the audio works. If I delete all media for a course then try to download all media, the media doesn't appear to ever come back and I lose the audio as well. 

Does anyone have any ideas on a fix? 

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JT (alabama24) | Forum Activity | Replied: Sun, Aug 7 2022 11:01 AM

Jay B:
Does anyone have any ideas on a fix? 

I am not a windows user and don't view videos in Logos... However, I have some suggestions I have read from other users. 

1. Make sure that Windows is fully "up to date." 

2. Make sure the app is "up to date"

3. Restart your computer.

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Posts 2583
GaoLu | Forum Activity | Replied: Sun, Aug 7 2022 6:21 PM

How reliable is your internet?

I often had that problem when working with iffy internet overseas--especially over a restricted VPN. Deleting all media and then hoping for good enough internet to pre-download all media sometimes helped. Other times, I was simply happy if I could read the script and forget the videos.  With decent internet I have never had that recur.

Like JT says, restarting can work wonders. 

Posts 399
Matt Hamrick | Forum Activity | Replied: Sun, Aug 7 2022 6:32 PM

Go to program settings and scroll to the bottom the last option Advanced and check and make sure Enable Hardware Acceleration is on YES.

Posts 7
Jay B | Forum Activity | Replied: Sun, Aug 7 2022 9:59 PM

Yes. I did all of that long ago but no improvement.

Posts 7
Jay B | Forum Activity | Replied: Sun, Aug 7 2022 10:01 PM

I am overseas and the internet is very reliable. I've done 3/4 of this class and a couple of others while overseas in the same location with no problems until now. 

Posts 7
Jay B | Forum Activity | Replied: Sun, Aug 7 2022 10:02 PM

I had toggled between yes/no (on/off) to see if it made a difference but there is no change.

Posts 7
Jay B | Forum Activity | Replied: Sun, Aug 7 2022 10:19 PM

I do have an update:

1. I am in process of changing ISPs so currently have access to 2 different modems & ISPs in my home overseas. Connection to either modem gives me the same results in that I can't access the videos. For the previous 3 years, I did not have this problem (same computer, same ISP) so something has changed somewhere.

2. If I use the smartphone app, I cannot access the videos while I'm connected to my home wifi (overseas). However if I turn off the smartphone wifi and use the phone's data connection, I can access the videos. 

3. I tried accessing the videos with my computer's VPN on and using a US based server over my home wifi (I'm overseas but the VPN shows me as being located in the US). This worked and I can continue with the course and the videos!!!

This is inconvenient but is a work around for now. Is there anyway to contact Logos tech to find out if something has changed on their end and if there is a way for me to tweak settings so that I don't have to use a VPN for this?

Jay B:

I'm about 3/4 through NT362 using Logos 9.15 on a Windows 10 laptop. All of a sudden the videos won't load and I get a message saying "We couldn't access the media you're trying to play. Please verify that you are not working offline. For more help troubleshooting this issue please visit our support page." I've walked through all of the steps and suggestions on the support page and nothing seems to work. I also tried disabling hardware acceleration. I can watch the videos on my phone but not on my laptop.

There appears to be the same issue in other courses that I haven't started working through yet. The videos in previous courses are white screes but the audio works. If I delete all media for a course then try to download all media, the media doesn't appear to ever come back and I lose the audio as well. 

Does anyone have any ideas on a fix? 

Posts 30881
Forum MVP
JT (alabama24) | Forum Activity | Replied: Mon, Aug 8 2022 7:21 AM

Jay B:
Is there anyway to contact Logos tech to find out if something has changed on their end and if there is a way for me to tweak settings so that I don't have to use a VPN for this?

HERE is Logos contact info. Phone is best unless you have a specific email address for a certain employee. Using the generic email addresses does not provide prompt support. 

Make sure to tell them: 1) You can't use the videos without VPN and 2) you used to be able to do so. 

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