EDpuzzle Help Center

Video with Sad face or error message: "The connection was reset"

If the video is displaying a sad face or a message "The connection was reset" like this one:


This probably has to do with YouTube blockage in your school, if you could email us to support@edpuzzle.com or "leave a message” below mentioning it is displaying a sad face / connection was reset error, and specifying who (teacher/student) is getting this issue we would gladly help you. If possible, please attach your IT admin to the conversation.

In case YouTube is blocked and it is not possible to enable it we recommend two alternatives:

  1. You can upload your videos directly into Edpuzzle servers. Those videos won't be blocked. Video showing how to upload in EDpuzzle
  2. You can flip your class. This means that you assign the videos to watch at home and you get more time in the classroom.

In the meantime, if we could talk with the IT person in your school, we would love to check if there is anything we can do to make it work!