There may be times where video links and content do not work or fail to load. This is most commonly caused by the video URL being changed by the channel owner. For example, the NHS England Digital YouTube channel.
Troubleshooting
In the first instance, please follow these troubleshooting steps to get the video to load:
Allow a short sufficient time period for it to load.
Ensure internet connection is available.
Disable pop up blockers if they appear.
For android devices, ensure your mobile device software version is updated to Android 14 or higher. Any versions below this are unable to download the latest version of the mobile app.
Ensure your mobile app is updated to the latest version.
If possible, attempt loading on an alternative device to see if the same issue occurs.
Video URL change
To check if the video URL has changed, please follow these steps:
⚠️ Important: To follow these steps, you need Administrator permissions.
Click Content, then click All Content.
Click Find, search for the video and click Common Tasks. Alternatively, click Manage, search for the video and click its title.
Click Details and copy the link under Upload Url.
Open a new browser tab and paste the video Url.
If you get the 'video private' message, this means that the channel owner has made the video private and it can't be accessed in the same way. It can also mean that the video owner has removed the video or has uploaded a new version of it.
If you're experiencing this issue or continue having trouble after troubleshooting, please raise a new case online and reference the title of this article.
Please also include the following information in your case where applicable:
The exact name of the video activity.
A screenshot of the error you receive.
Users affected.
Device Type.
OS version.
Mobile app version.
Name of web browser.