Support Portal

Support documentation and FAQs for all Prodigy Learning products including Certiport exams, GMetrix action learning / practice tests and learning solutions from CCI Learning, LearnKey, MeasureUp and Wiley. "Technical Tweets" from @plsupport will provide system updates.

My LearnKey (onlineexpert.com) Video will not load

Last Updated: Jul 03, 2014 01:18PM IST
We recommend that you use Internet Explorer or Firefox when using LearnKey Video Training as some Chrome users have reported persistent issues when trying to play videos.

If you are using Internet Explorer 11 (IE11)

 
  1. Add onlineexpert.com to you browser's Compatibility View settings
 
  • Click on the Tools (Gear) icon and then "Compatibility View settings"
  • Type onlineexpert.com into the “Add this website” field (if it is not already there) and then click “Add” then “Close”.
 
  1. Ensure that the "“Shockwave Flash Object” Add-On (Adobe Flash Player) is enabled
 
  • Click on the Tools (Gear) icon and then "Manage add-ons"
  • In the dialog box that appears, select "Toolbars and Extensions"
  • In the list of Add-ons, look for “Shockwave Flash Object”. If it is "Disabled", in the Status column, click on "Shockwave Flash Object" to highlight it click "Enable" (lower-right corner of the Manage Add-ons dialog box) and then click "Close" and either refresh the page or close and reopen your browser.
 
  1. If the problem persists, check if you have "ActiveX Filtering" turned on.
 
  • Click on the Tools (Gear) icon
  • Hover your cursor over "Safety"
  • If there is a tick next to "ActiveX Filtering", remove it by clicking on "ActiveX Filtering"
  • Refresh the page or close and reopen your browser.
 

If you are using Firefox

 
  1. Ensure that the "“Shockwave Flash Object” Add-On (Adobe Flash Player) is enabled
 
  • Click on the Open Menu (3 horizontal lines) icon (top left) and then "Add-ons"
  • In the dialog box that appears, select "Plugins"
  • In the list of Add-ons, look for “Shockwave Flash Object”.
  • If it is set to "Never Activate", click the status drop down and select "Always Activate" Close the dialog box and then either refresh the page or close and reopen your browser.

Contact Support

Upcoming Online Orientations

support@prodigylearning.com
http://assets1.desk.com/
false
desk
Loading
seconds ago
a minute ago
minutes ago
an hour ago
hours ago
a day ago
days ago
about
false
Invalid characters found
/customer/en/portal/articles/autocomplete