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When a Video Won't Complete ​

The most common thing that stops a course. Almost always it's a few seconds of unwatched video rather than a fault.

Green and red on the progress bar ​

Under the video sits a progress bar split into segments. A segment turns green once it has played all the way through. Red means that part hasn't played yet.

learner_video_progress

The bar above belongs to someone who watched the opening stretch, skipped ahead, watched a bit more, and stopped. The two red bands are exactly what they still need to play.

This is what makes your completion record hold up for continuing education — it's evidence you actually watched the content, not just that you opened the page. So it's strict on purpose:

  • Skipping ahead doesn't fill the bar. Clicking further along jumps you there, which is handy for review, but the part you skipped stays red until it plays.
  • The video has to be playing on the course page. If you follow a link out to YouTube or Vimeo and watch there, none of that time counts. Come back and play it on the course page.
  • The video has to be in view. Time doesn't credit while it plays in a background tab.

Your progress saves automatically, so you can stop and come back to the same spot.

"I watched the whole thing and it's still incomplete" ​

Two causes account for nearly all of these.

A few seconds at the end never played. Closing the tab right as the video finishes, or clicking away in the last moments, can leave a sliver unwatched. It's often too small to see on the bar.

The video played somewhere other than the course page — a separate YouTube or Vimeo tab, or in the background while you did something else.

The fix is the same either way: click the very beginning of the first red section, press play, and let it run to the end without skipping and without switching tabs. Then check the bar again.

Two habits that quietly cost you

Watching in a background tab while you work. The video plays, but the bar barely moves.

Full screen on a phone. This can produce the same result. The tell is that you answered the questions that popped up during the video — those record fine — while the progress bar stayed mostly red.

Red dots mean required ​

A red dot next to a video means that video is required. It is not a completion indicator, and it stays red after you've finished the video. Optional videos have no dot at all.

Completion shows up differently: videos after the first unfinished required one are greyed out and can't be clicked. So if a video won't open, finish the required one before it.

The video won't play at all ​

If you get a black screen, no controls, or nothing loads, that's different from a tracking problem — it's usually something about how the video is hosted, which only your course provider can fix. Before you contact them, it's worth ruling out your own setup:

  • Try a different browser (Chrome, Edge, Firefox or Safari)
  • Try a different network — workplace and hospital networks often block video hosts
  • Turn off ad blockers and privacy extensions for this page

If none of that helps, tell your course provider which video, which browser, and what you see. See Getting Help.

An interactive module won't mark complete ​

Some courses include interactive modules — often built in Storyline or a similar tool — rather than plain videos. If one plays through but never registers as complete, it's usually a setting in how the module was published, which is on your course provider's side to correct. Let them know which module it was.

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