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Page is not loaded correctly or the audio and/or video has failed

On occasions when logging into a session the audio or the video are not received, the following actions should be completed:

Step1.-Refresh the page

Step2.- If Step one is not successful, log out and close the browser. Open a new window and log back into the session

Step3.- If Step 2 also fails, complete a Hard Reload

 Quick hard refresh can be done by using the following short cut keys

  • Windows/Linux:
  1. Hold down Ctrl and click the Reload button.
  2. Or, Hold down Ctrl and press F5.
  3. just open the Chrome Dev Tools by pressing F12. Once the chrome dev tools are open, just right click on the refresh button and a menu will drop down. This menu gives you the option of doing a hard refresh, or even clearing the cache and do a hard refresh automatically.


  • Mac:
    1. Hold ⇧ Shift and click the Reload button.
    2. Or, hold down ⌘ Cmd and ⇧ Shift key and then press R.

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