I receive a square loading animation, or a blank white page while in a tutorial (Non-iPad version)
When attempting to access a tutorial, or navigate through a tutorial, you may encounter a loading screen (or a blank white screen) that appears like the image below. When this happens, it means the page is attempting to load the video for the tutorial. If this is displayed for an extended period, the browser is failing to download and load the video file as intended, or the video is being blocked.
If you are accessing the training site using a Mac and the Safari browser, it is possible the browser is set to block auto-play media. Below are steps to allow for the auto-play of the media files for CTS training.
- In the Safari browser on your Mac, click on the Safari menu in the upper left corner of the screen
- Now click the option listed as Settings for This Website
- On the screen that opens locate the option titled Auto-Play
- Click the option to the right and select Allow All Auto-Play
- Now you can attempt to reload the tutorial and it should play
This loading screen can also be caused by a few different things. The most common is a momentary disruption in internet or local network service or stability. If the issue is caused by a service disruption on the ISP's end (Internet Service Provider) or by a disruption on the local network, CTS can only recommend running a Speed and Stability test to try and help diagnose the issue.
The other common cause is that the browser is attempting to load a badly cached version of the tutorial file, or is failing to load the file from its cache.
Steps to remedy the issue are:
- Refresh the page using the F5 key on your keyboard, or the Refresh Icon in your browser (It will appear as a circle with an arrow somewhere near the website address bar)~If that does not work
- Use the Logout option on the left side of the screen, located under your name and then log back in~If that does not work
- Close your browser entirely, reopen and attempt to access the tutorial
If those steps do not permanently remedy the issue or you see the same issue several times, we recommend clearing your browsers Cookies, Cache, and History. Steps for this can be found in the following linked article, How to clear browser Cache, Cookies, and History. If the issue persists further please contact support for assistance.
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