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Unable to pause videos

14 December 2021, 16:44

Our son is unable to pause his videos on his Chromebook.

Troubleshooting it, we found that he cannot get the video controls to display. Specifically, the video player doesn't appear to be registering that the mouse pointer is over the window. The controls appear when the video starts, but otherwise cannot be displayed. This happens in fullscreen mode as well.

We confirmed the Acellus app is fully updated, as is ChromeOS. As a potential data point, the Acellus app updated 2 days ago, and he's reporting that this issue seems to have started around the same time. May just be coincidence but seems worth mentioning in case there's a bug in the latest update.

15 December 2021, 11:11

Video issues can be caused by several different problems:

  • Incorrect software configuration
  • The browser’s cache is too full
  • Network/Internet connection problems

Please visit our Technical Support Page for troubleshooting solutions regarding Student Interface - Video Issues: Technical Support.


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