The videos are not playing (e.g. black screen or missing play button)

The videos are not playing (e.g. black screen or missing play button)

It may be the case that the videos won't play in your browser.

Before checking any other options mentioned below please make sure that you have a sufficient and working internet connection. 

Some problems occur because of old browser versions. Here is a list of browser versions that will work with our web platform:


  1. Google Chrome (latest v76): https://www.google.de/chrome/

  3. Safari (latest: v12): Safari comes installed on all Apple computers, so you shouldn't need to download it. To make sure that it's up to date, use the Software Update feature by clicking the Apple logo in the very top left of the screen, choosing "Software Update" and following the instructions.

  5. Mozilla Firefox (DE, v68): https://www.mozilla.org/de/firefox/new/

  7. Mozilla Firefox (EN, v68): https://www.mozilla.org/en-US/firefox/new/

  9. Edge Browser (v44): Edge is the default browser on the Microsoft platforms (Windows 10, Windows 10 Mobile and Xbox One). As long as you make sure Windows 10 is up to date, you should always have the latest version of Edge as well!


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