Troubleshooting Blank Videos
(Xfinity & Spectrum Users)
The Issue:
Some members are currently seeing blank spaces on our site instead of the video player.
The Cause:
We recently upgraded to a new, secure video delivery server. Unfortunately, if you use Xfinity/Comcast or Spectrum for your home internet, their built-in “Advanced Security” algorithms haven’t recognized our new system yet and are incorrectly blocking the videos from loading. We are actively working with them to clear this globally, but in the meantime, here is how to get back to your practice immediately.
OPTION 1: The Quickest Fix (Disable Advanced Security)
These ISP security features frequently block perfectly safe websites. The fastest way to get your videos back is to temporarily turn this feature off.
Xfinity Users:
1. Open the Xfinity app and go to the Home tab.
2. Select Advanced Security, then select Advanced Security under Settings.
3. On the pop-up window, select Turn Off.
(Note: You may need to reboot your router/modem for this to take effect. This temporarily pauses 24/7 risk monitoring).Spectrum Users:
1. Log in to the My Spectrum App or Spectrum.net.
2. Go to the Services tab, select Internet, then select your router.
3. Toggle off Security Shield.
(Note: You may need to reboot your router/modem for this to take effect. This temporarily pauses 24/7 risk monitoring).
Once disabled (and rebooted, if necessary), simply refresh our webpage and the videos will appear.
OPTION 2: Whitelist Our Secure Server
If you prefer to leave your ISP’s Advanced Security turned on, you can manually approve our specific video server in your app. For security reasons, we do not publicly post our backend server URLs.
To get the specific link you need to whitelist, please email here. We will reply immediately with the exact server link and step-by-step instructions on how to quickly add it to your ISP’s safe list.
