video files play sound but no visual

Charmaine.P.705

Hi,

does anyone know why or how to fix/resolve an issue where a student using Chrome on Windows can play/see videos that were uploaded to brightspace as Webpages/embedded but not see any video/visual (just a black screen) but can hear the audio, when the video was uploaded as a Video type page instead of a webpage?

we cleared cache, cookies, Reset browser settings to factory default, tried incognito, tried Firefox same thing

thanks

Charmaine

Ajith.J.824

Hi @Charmaine.P.705,

Thank you for reaching out. I’m not aware of any known issues currently affecting video playback in general, so this appears to be an isolated case.

To help us investigate further, I recommend submitting a support case with the specific course, user, and video details. This will allow our team to look into the issue in more depth and determine the root cause.

If you are the ASC/ Admin for your Organization, please refer to our documentation for how to log a Support case or request, and a member of our Support team will be happy to assist you.

https://community.d2l.com/brightspace/kb/articles/1175-approved-support-contacts-create-a-case-or-service-request