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 — this is a known issue with the latest version of Safari on Mac. Switching to Google Chrome or Firefox resolves it straight away.

This affects Safari on Mac only. 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 Safari update. Until then, the quickest fix is to open the page in 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 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 watching course videos on a Mac. You can carry on using Safari for everything else.

Still Need Help?

If you have tried 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
2. What device you are using
3. Which browser you have tried

We will get back to you as soon as possible.