If you are seeing a white space where the video should be playing on a computer, it may be due to an update to our flash based player. This update took place on the evening of Friday December 5th, 2014.
When your internet browser loads a flash plugin, it uses a cached version in order to reduce the time it takes to view a video, reduce bandwidth requirement and reduce server loads. This is normal behaviour. However, when an update to that flash plugin occurs, it can sometimes cause confusion for the browser.
In order to fix the problem, you will need to clear your browser and flash cache. Doing this depends on your browser version and operating system.
To clear your browser cache, most of the common browsers and operating systems are mentioned in this
link. The most popular are detailed below. Alternatively, a quick google search for "clear my browser cache" may help..
- Chrome - Press Ctrl+Shift+Backspace. Select "From beginning of time", "Browsing Data", "Cookies", "Other Sites", "Plugin Data" and "Cached Images and Files".
- Internet Explorer - on the affected web page, press Ctrl+F5 to reload the page from our servers and not cache.
- Firefox - Press Ctrl+Shift+Delete. Select "Everything" and tick all the boxes except "Site Preferences" and "Active Logins".
- Safari - Press Shift+Command+Delete.
It is strongly recommended to close all browsers after performing these steps.
If this does not solve the problem, please contact us, providing as much information as possible.