The video won't play / I see a black screen. What can I do?

Try these steps in order:

1. Refresh the page.
2. Confirm your network does not block https://www.vdocipher.com/ (common on office/corporate networks — try a personal network or mobile hotspot to test). On a bank/corporate network, see "I'm on a corporate/bank network and can't access the platform" for the addresses your IT team should whitelist.
3. Try a different up-to-date browser (Chrome, Edge, Firefox, Safari).
4. Disable any ad-blockers or VPNs that might interfere.
5. Check your internet speed (10 Mbps recommended).

If it still doesn't work, contact our technical hotline (see Contact & Support).