--- title: I'm having issues with videos description: What to do if you are having issues with our videos. --- [Skip to content](https://support.thenational.academy/im-having-video-issues#main-content) [Report an issue](https://support.thenational.academy/kb-tickets/new?hsLang=en) ![flogo.png\]](https://support.thenational.academy/hs-fs/hubfs/Email/oak-template-august22/flogo.png?height=44&name=flogo.png) Open main navigation Close main navigation - [Report an issue](https://support.thenational.academy/kb-tickets/new) - [Back to Oak](https://www.thenational.academy/) [Back to Oak](https://www.thenational.academy/) How can we help? - There are no suggestions because the search field is empty. 1. [Help Centre](https://support.thenational.academy/?hsLang=en) 2. [Technical support](https://support.thenational.academy/technical-support?hsLang=en) September 28, 2026 # I'm having issues with videos We're sorry that you're experiencing playback issues with our videos. Luckily, there is usually a simple explanation behind any problems.    ### Quick tips to help troubleshoot common issues **Try it somewhere else** In the first instance, we would always suggest trying a different browser or updating existing browsers and devices to see if there is any improvement. If you suspect an issue with internet connection, moving your device closer to your wifi router may also prove beneficial.   **Make sure you have unrestricted access** If you are using Google Classroom, you will need to make sure your school has the correct permissions enabled. Find out more in our [help article: I'm having problems accessing Oak's content through Google Classroom](https://support.thenational.academy/im-having-problems-accessing-oaks-content-through-google-classroom?hsLang=en).   If you're in a school your network may be blocking our videos. Ask your IT team to add our domains to the allow-list. See our [help article: How do I add Oak's website to our network allow-list?](https://support.thenational.academy/how-do-i-add-oaks-website-to-our-network-allow-list?hsLang=en)     **Older devices** We are aware that some older devices can sometimes have issues with our content, and we're continuously working on ways to support more devices. We are always happy to investigate specific cases if you are unable to access Oak on a different device, so please get in touch.   **It's not you, it's us** In the unlikely event that we experience any major issues across our website, we will usually put a message on our website to explain why and how long we think the issues will last.   ### Report it for further help If you are still having issues after addressing the above, you can either: ![Gleap question mark on the website to ask for help](https://support.thenational.academy/hs-fs/hubfs/Gleap%20question%20mark%20white%20on%20black-1.png?width=40&height=40&name=Gleap%20question%20mark%20white%20on%20black-1.png) - click the question mark at the bottom-right of your page in our [teacher area](https://www.thenational.academy/) (example pictured to the right) - email us with any details you have at [support@thenational.academy](mailto:support@thenational.academy). Our team will be grateful to receive any reports and will try to help as best as they can. - [Our curriculum plans](https://support.thenational.academy/our-curriculum-plans?hsLang=en#main-content) - [Our subject curriculum plans](https://support.thenational.academy/our-curriculum-plans?hsLang=en#our-subject-curriculum-plans) - [Our teaching resources](https://support.thenational.academy/our-teaching-resources?hsLang=en) - [Our AI tools](https://support.thenational.academy/our-ai-tools?hsLang=en) - [Our pupil area](https://support.thenational.academy/our-pupil-area?hsLang=en) - [Technical support](https://support.thenational.academy/technical-support?hsLang=en) - [More about us](https://support.thenational.academy/more-about-us?hsLang=en) - Oak - [Report an issue](https://support.thenational.academy/kb-tickets/new) - [Back to homepage](https://www.thenational.academy/) - [About us](https://www.thenational.academy/about-us/who-we-are) - [Careers](https://jobs.thenational.academy/) - [Contact us](https://www.thenational.academy/contact-us) - [Blog](https://www.thenational.academy/blog) - [Webinars](https://www.thenational.academy/webinars) - [Status](https://status.thenational.academy/) - Legal - [Terms & conditions](https://www.thenational.academy/legal/terms-and-conditions) - [Privacy policy](https://www.thenational.academy/legal/privacy-policy) - [Copyright notice](https://www.thenational.academy/legal/copyright-notice) - [Accessibility statement](https://www.thenational.academy/legal/accessibility-statement) - [Safeguarding statement](https://www.thenational.academy/legal/safeguarding-statement) - [Physical activity disclaimer](https://www.thenational.academy/legal/physical-activity-disclaimer) - [Complaints](https://www.thenational.academy/legal/complaints) - [Freedom of information requests](https://www.thenational.academy/legal/freedom-of-information-requests) [![Oak National Academy](https://support.thenational.academy/hs-fs/hubfs/Oak_SmallUseSymbol_RGB-1.png?width=17&height=24&name=Oak_SmallUseSymbol_RGB-1.png "Oak National Academy")](https://www.thenational.academy/) © Oak National Academy Limited, No 14174888 Oak National Academy 1 Scott Place, 2 Hardman Street, Manchester, M3 3AA