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BizLibrary Support

Troubleshooting Video Loading Errors

If you are having trouble launching or viewing a course, it is usually tied to a browser setting, course retirement, or a specific account permission. 

1. "You do not have access to this content"

If this specific message pops up when you try to start a course, it means your account doesn't currently have the required permission or assignment settings for this material.

  • The Fix: Because access permissions are set and managed directly by your employer, the BizLibrary Support Team cannot manually grant access to your account. Please reach out to your internal company system administrator or your direct supervisor so they can update your training assignments.

2. A Blank Screen or Unexpected Error Messages

If the course window opens but remains completely blank, or if you are seeing generic loading errors, your internet browser might be holding onto outdated data.

  • Step 1: Try clearing your browser's temporary storage. You can follow the step-by-step instructions in our How to Clear Your Cache article.

  • Step 2: If clearing your cache doesn't fix the issue, the problem might require a closer look at your network or account setup. Please reach out to your internal company administrator or direct supervisor for further assistance.

3. The Course is Part of a Learning Initiative But Won't Launch

If you are trying to open a course from an assigned Learning Initiative and the play button is inactive or won't launch, the specific course may have been retired and removed from the library.

  • The Fix: When content is retired, it needs to be replaced or updated within the initiative by your training team. Please reach out to your internal company administrator or manager so they can check the status of the course and update your training plan.

4. Nothing Happens (The Video Won't Launch At All)

If you click the button to start the course and absolutely nothing happens, your web browser is likely blocking the course player from opening. Many courses open in a separate window, which security settings can mistake for an unwanted pop-up.

  • The Fix: You will need to allow pop-ups for the learning platform. Check out our How to Disable Pop-Up Blockers guide to see how to adjust this setting for your specific browser (Chrome, Edge, Safari, etc.).

Tip for Swift Troubleshooting: If you are ever unsure whether the issue is your browser or the platform itself, try opening the course in an Incognito or Private browsing window. If it works there, a quick browser cache clear will almost always fix the problem right away.