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The videos aren't playing for me

Solution

Problems with getting the videos to play are almost always easily resolved.

First, please check somewhere else like YouTube to confirm that you do have a good Internet connection and that those videos play for you. If you’re still having a problem, please try using a different browser to log in to the site (Firefox, Chrome, Safari) and see if that helps.

Every once in a while a member will say that the audio / video is out of synch, or that the video portion is frozen, or that the whole video is green, or black & white, or weird pixels jump around, etc. In most cases, they tell me the next day it's not doing any more, so step one would be to reboot your computer, then try a different browser.

If you continue having problems getting the videos (or a specific video) to play, please Submit A Support Ticket and be as specific as possible about what's going on and we'll get it worked out.

 

 
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Article details
Article ID: 3
Category: Video Issues
Rating (Votes): Article rated 3.6/5.0 (43)

 
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If You're Having Trouble Staying Logged In:
On April 12th we upgraded part of our system to keep things fast and secure. If you're seeing issues staying logged in, a quick fix is to clear cookies for pianogenius.com or log in using a private/incognito browser window.

Especially with Chrome and Safari browser, once you log in and click on another page it might kick you back out and ask you to log in again. Frustrating, I know, sorry about that!

There's nothing "wrong", it's just that the "legacy cookies" in your browser from before the upgrade may not keep you logged in.

Simple Fixes:
- Try using a different browser than what you're using. Firefox, etc, whatever you don't normally use.
- Open a private/incognito mode page in your browser. Normally you'd click on the top right of the browser and select "New Private Window", that'll fix the issue.
- You can also just delete the existing cookies in your browser, or if you know how to do it just delete the PianoGenius.com cookie.

I apologize for any inconvenience — not being able to stay logged in is frustrating, but this is a one-time upgrade issue that can be fixed with any of the 3 above methods.

Be sure to look at the Knowledge Base help files before contacting us, because there's a good chance the answer you're looking for is there.

 

If you're not finding what you need in the Knowledge Base, click here to Submit A Help Ticket