How to recognize it:

• Message “unable to decode media”
• Message “Video Format not Supported”
• Message “Network failure”
• Video does not start or stops unexpectedly

How to fix it:

• Reload the page (shortcut: Ctrl + R or F5).
• If that doesn’t help: Open the same URL in a new browser tab – this often solves the “Network failure” issue.
• If that doesn’t help: Close your browser completely and reopen it.
• Check if your network blocks access to Vimeo (e.g., in corporate environments).
• If you are on a company network: Ask your IT team to allow Vimeo through the firewall.

Background:
Our videos are hosted on Vimeo. Some corporate networks block external video platforms by default for security or privacy reasons.

Possible causes:

• Slow internet connection
• VPN connection with high data traffic
• Overloaded Wi-Fi network

Solutions:

• If possible, switch from Wi-Fi to a wired LAN connection.
• Close all tabs or applications using a lot of bandwidth (e.g., cloud sync tools, video calls).
• Disable your VPN if it’s not required.
• Clear your browser cache (see point 18).

Possible causes:

In highly restrictive corporate networks, our training videos may sometimes be blocked. This is usually due to strict firewall or proxy settings that prevent access to the delivery servers of our video host (Vimeo).

Solution:

Please contact your IT department and ask them to add the following domains (including all subdomains) to your company’s “whitelist”:

• *.vimeo.com
• *.vimeocdn.com
• *.akamaized.net

Background:

These addresses belong to Vimeo’s Content Delivery Network (CDN). The actual video data is streamed through these servers. Without this authorization, the player cannot retrieve the content.

Check first:

• Is the volume enabled in the Vimeo player? (speaker icon at the bottom right of the video)
• Is your computer or connected monitor/headphone volume high enough?
• Is the browser tab muted? (in Chrome, a crossed-out speaker icon indicates this)

If there’s still no sound:

• Switch to another output device (e.g., from monitor speakers to headphones).
• Restart your browser.
• Try the video in another browser.

How to do it:

1. Start the video.
2. Click the CC icon (Closed Captions) in the player.
3. Choose your preferred language or disable subtitles.

Note: Not all videos include subtitles.

Meaning:
The video is restricted to be played only on specific websites.

How to fix it:

• Make sure you are accessing the video via the PEM platform, not an external link.
• If you are on a company network: Ask IT to whitelist Vimeo in the browser or firewall.