IDEA Video Support

Welcome to the IDEA Video Support Page. Please follow the steps below to ensure the best video viewing experience.

Frequently Asked Question

How Do I know if I have the latest version of flash?
Why does the video play and then stop after a few minutes?
Why does the video keep buffering?
Why is there a black screen and no video?
Why can I view this video at home and not at my office?
Where can I test my settings with a sample video?

How Do I know if I have the latest version of flash?

IDEA's video player is optimized for use with Adobe Flash Player 9.0+ and your version is being displayed in the box below.

If your current flash version is below 9.0 use this link to update your flash player and return to this page to test out your settings.

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Why is there a black screen and no video?

If you are recieving nothing but a black screen you need to perform a “Hard Refresh” on your browser. Please follow the steps below for the particular browser you are using.

Mozilla Firefox
MAC Users: Command+Shift+R
PC Users: Control+F5
Microsoft Internet Explorer
Control+F5
Safari
Hold down the option key and click the refresh button

Did this solution fix your problem?
If this didn't solve your issue please proceed to the Flash Version Detection section and test your current version of flash, or feel free to contact customer support at 1.800.999.4332

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Why does the video play and then stop after a few minutes?

IDEA’s video system is setup to notify the user with a message that asks “Are you still watching?” that appears on the lower half of the video periodically during the video. If you do not click the box the player will pause your video and you will have to press play again.

Did this solution fix your problem?
If this didn't solve your issue please proceed to the Flash Version Detection section and test your current version of flash, or feel free to contact customer support at 1.800.999.4332

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Why does the video keep buffering?

IDEA’s video services are served two different ways, progressive download and streaming. Our exercise library videos use the progressive download method and will only play what it has already downloaded. Our video subscription services are streamed and require a broadband internet connection with good connectivity.

Did this solution fix your problem?
If this didn't solve your issue please make sure that you have the latest version of flash using our Flash Version Detection section or feel free to contact customer support at 1.800.999.4332

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Why can I view this video at home and not at my office?

Some companies may place restrictions on what can be accessed online. Please contact your Network Support team with the following information:

Video streaming for both MP4 and FLV must be available from rtmp://flash.edgecastcdn.net.

Did this solution fix your problem?
If this didn't solve your issue please make sure that you follow the rest of the FAQ's, or feel free to contact customer support at 1.800.999.4332

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Where can I test my settings with a sample video?

Below you can test out our video services. Our Exercise Library uses progressive downloading in order for you to view the video which means you can only watch what you have downloaded so far and is very specific to your internet connection in your home. Our Video Subscription service uses streaming technologies that allow you to watch our videos as they download instantly. A broadband connection is required to view this service. Be sure to visit the speed test section to find out what your connection is at your location.

Sample Exercise Library

Sample Video Subscription

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