Troubleshoot video playback

This information provides solutions to issues with playback on Arctic Wolf Managed Security Awareness® (MA) videos.

Video freezes or buffers

One of:

  • Browser is out of date.
  • OS is out of date.
  • The device is trying to access cached files from the session.
  1. Update the browser to the most recent version.
  2. Update the operating system to the most recent version.
  3. Clear your cache and cookies.
  4. Restart your device to implement other updates.
  5. Use the session assignment email to relaunch the session .

Network or software in your environment is interfering with video playback.

  1. Review these network and software settings for your organization and identify any potential issues:
    • Network restrictions
    • Antivirus software TLS or SSL settings and policies
    • Download and upload speed
    • Firewall settings
    • Proxy server, if applicable
  2. If you suspect that organization-level network or software settings are causing video playback issues, submit a ticket in the Arctic Wolf Unified Portal for assistance.

Antivirus or EDR software is performing Machine Identity Management (MIM) SSL inspection on the content links on session videos.

  1. At the user or organization level, add these URLs to your SSL inspection policy:
    Note:
    • In most environments, the SSL inspection policy has an option to select a URL or import the certificate file to allowlist URLs.
    • If you do not know the policy type that is preventing successful playback for your users, work with your provider to identify the appropriate policy.
    • cdn.arcticwolfsat.com
    • satcontent.arcticwolf.com
  2. If the playback or launch issue still occurs, submit a ticket in the Arctic Wolf Unified Portal for assistance. Include this information with your ticket:
    • A brief description of the issue.
    • A screenshot of the error.
    • The browser version.
    • The operating system.
    • If the user cleared their cache and cookies.
    • If the user restarted their device.
    • The session titles this issue occurs with.
    • If the user can recreate the issue, provide a HAR file of the occurrence.
    • A speed test of your ISP connectivity.
    • Any antivirus software being used.