My video won't play in Safari — what should I do?

At a Glance

If a video loads but stays blank — or the play button appears but the video never starts — the most common cause is a known issue with the latest version of Safari on Mac. Switching to Google Chrome or Firefox resolves it straight away.

This issue affects Safari on Mac only. Safari on iPhone and iPad is not affected. It is not a problem with your account, your internet connection, or anything you have done.

What Is Happening

The most recent version of Safari on Mac has a bug that prevents some videos from playing properly. The player loads, the controls appear, sometimes the captions even show — but the video itself stays blank.

It is something Apple will need to fix in a future update to Safari. Until then, the quickest way to watch your videos is to use a different browser.

Step 1: Open the Page in Chrome or Firefox

Both Chrome and Firefox are free to download:

• Google Chrome: https://www.google.com/chrome/

• Mozilla Firefox: https://www.mozilla.org/firefox/

Once one of them is installed, copy the page link from Safari, paste it into the new browser, sign in to your account, and the video will play normally.

Can I Keep Using Safari for Everything Else?

Yes. You only need to use Chrome or Firefox when you are watching your course videos on a Mac. You can carry on using Safari for everything else if you prefer.

Related Articles

If this is not quite the problem you are having, one of these may help:

• The video plays but there is no sound — I can't hear any sound on the videos — what should I do?

• The page has frozen or stopped responding — Page Frozen or Not Responding

• Subtitles are showing and you do not want them — How to Turn Off Subtitles or Closed Captions

Still Need Help?

If you have followed the steps above and the video still will not play, our support team is here to help.

Email us at support@counsellingtutor.com and please include:

1. The link to the page or video you are trying to watch

1. What device you are using

1. Which browser you have tried

We will get back to you as soon as possible.