Troubleshooting: Videos Not Playing in the Class Studio
If a class video isn’t showing or won’t play, it’s usually due to a browser, device, or network setting. Please work through the steps below—most issues are resolved within a few minutes.1. Refresh the Page & Log Out/In
Why this helps: Temporary loading or session issues can interrupt embedded players.
Refresh the page (⌘ + R or Ctrl + R)
Log out of your Terracotta account
Log back in and try again
2. Try a Different Browser
Why this helps: Vimeo embeds are most reliable in modern browsers.
We recommend:
Google Chrome (best compatibility)
Safari (updated version)
Firefox
If you’re currently using:
An older browser
A less common browser (Brave, Opera, DuckDuckGo, etc.)
Please switch to Chrome or Safari and test again.3. Disable Ad Blockers, Privacy Extensions, or VPNs
Why this helps: Many blockers treat embedded video players as “trackers” and silently block them.
Please temporarily disable:
Ad blockers (uBlock, AdBlock Plus, Ghostery, etc.)
Privacy tools
VPNs
Then refresh the page.
If the video plays afterward, you can add our site as an exception in your blocker settings.4. Check Browser Privacy & Security Settings
Why this helps: Strict privacy settings can prevent third-party embeds from loading.
In your browser settings, confirm:
Cookies are enabled
Cross-site tracking isn’t fully blocked
JavaScript is enabled
Safari users in particular should check:
Settings → Privacy → “Prevent cross-site tracking” (try temporarily disabling)
5. Clear Cache & Cookies
Why this helps: Corrupted or outdated cached data can stop video players from loading properly.
Clear cache and cookies for your browser
Restart the browser
Reopen the class studio
6. Try a Different Device or Network
Why this helps: Some networks block video streaming.
If possible:
Try a different computer or tablet
Switch from workplace/school Wi-Fi to a home network
Avoid corporate or public networks, which often restrict streaming services
7. Check for System Updates
Why this helps: Outdated systems may not support newer video playback standards.
Please ensure:
Your browser is up to date
Your operating system is updated
8. Still Not Working? Contact Us
If you’ve tried the steps above and the video still isn’t loading, please email us at hello@terracotta.art with:
The class name
The lesson title
Your browser + version
Your device & operating system
A screenshot (if possible)
This helps us quickly pinpoint what’s happening on your end.