Troubleshooting

On-demand Video Courses

First steps

Matriart uses Vimeo to host its video courses, with videos directly embedded into the Matriart Website.

We recommend that you “Try Before You Buy” any course, by watching a short “Try Before You Buy” video provided for the course. As per our refund policy, on-demand courses are non-refundable once purchased.

Check that your device meets Vimeo’s browser and bandwidth requirements for viewing videos.

I can’t download the course.

Courses must be viewed through Matriart’s Website and therefore require a live Internet connection. Courses are not downloadable, but may contain downloadable features (for example, handouts or information sheets).

A video is not playing.

Browser-related issues may be preventing your video from playing. Try refreshing the page, accepting cookies if prompted, or opening the video in an incognito or private browsing window, to bypasses restrictive browser settings.

If the video plays in private mode but not in regular mode, the issue may be due to browser extensions such as ad-blockers or anti-tracking tools (e.g., AdBlock, uBlock Origin, Ghostery, Privacy Badger), which can be temporarily disabled to test:

•  For Chrome, ensure third-party cookies are allowed for Vimeo.

•  In Firefox, set Enhanced Tracking Protection to Standard.

•  For Safari, ensure "Prevent cross-site tracking" is unchecked.

•  In Edge, ensure "Block third-party cookies" is turned off.

Video won’t load.

If the video fails to load due to a privacy or loading error, the issue may stem from the browser’s security settings blocking the player’s access verification. In such cases, try using a different browser or check network restrictions, especially on work or school networks that may block video streaming.

Video is choppy

Adjust the video player settings to reduce the resolution. You can view Vimeo videos in quality ranging from 360p to 8K. Lower resolutions require less bandwidth. For more information on playback speeds and bandwidth, see Vimeo’s requirements.

Playback issues

For persistent playback issues, ensure your browser and operating system are up to date, and check for any system-level codec issues—particularly on older systems like Windows 7, where known bugs can prevent playback. Check that your device meets Vimeo’s browser and bandwidth requirements for viewing videos.

Still have questions related to viewing videos via Vimeo?

See “Watching Videos and Events” on Vimeo’s help page.

I still need help

If you’ve tried “all the things” and videos are still not playing properly for you, please contact us.

We’ll do our best to help!