YouTube videos are blocked or restricted.

If you or your students are having trouble accessing YouTube videos through Edpuzzle, take a look at this list of common issues and their solutions.

1. White screen, sad face or connection was reset message
2. This video is restricted. Try signing in with a Google Apps account
3. Please try again later. (Playback ID:xxxxxxx)
4. Other errors
5. YouTube isn't an option at your school

Issue #1: Your school is using a filter

If you get a white screen, sad face or a message that says “The connection was reset” when trying to watch a video, then your school needs to whitelist for teachers and for students.

Contact your IT admin, and share our article on how to whitelist YouTube at your school as well as our spec sheet with them.

If this isn’t possible, you can assign the videos to watch at home, where your students will use their own internet connection.

Finally, you can always record and upload your own videos in “My Content” > “Add Content” > “Upload a video.”

Issue #2: Restricted mode

If you get a message that says, “Video unavailable. This video is restricted. Try signing in with a Google Apps account,” you’ll need to check the following:

  1. Make sure you approved the video on YouTube while logged in with your teacher account.
  2. Log into YouTube with your Google account and turn off restricted mode (at the bottom of your profile icon’s drop-down menu).
  3. Have your students log in to using the email address associated with their school accounts. Double-check that they’re not logged in with their personal account at, and make sure they’re logged in on their Chromebooks or Chrome browser with their school account.
  4. Check next step.
  5. Share the Edpuzzle spec sheet with your IT admin to make sure there are no filter issues.

Issue #3: Student still can’t see videos even after following the steps in issue #2

Very rarely, some students aren’t able to view YouTube videos on Edpuzzle because of their channel configurations on YouTube. Your student will need to do the following:

  1. Visit
  2. Scroll to the bottom of the page and click the “DELETE CHANNEL” button. This should solve the issue!

Issue #4: Playback error

If you see a message that says, "Please try again later. (Playback ID:xxxxxxx)", this issue is almost always caused by ad blocker browser extensions like AdBlock, PoperBlocker, uBlock, etc. Either pause or disable it (go to your browser settings and then to extensions) while you're using Edpuzzle to see if that fixes the issue.

Issue #5: Other restrictions

Occasionally, you may see a message that says, “This video contains content from [...]. It is restricted from playback on certain sites…” Unfortunately, this means that the video is restricted for third-party sites, so you won’t be able to view it on Edpuzzle.

If you see the YouTube sad face and get a message that the content is unavailable, this could be because of copyright issues, geographic restrictions or because the uploader removed the video. It’s not possible to view the video in these cases.

If YouTube isn't an option at your school:

  1. You can upload your videos directly to Edpuzzle. You can do this by going to "My Content" > "Add Content" > "Upload a video." Uploaded videos won't be blocked. Watch this video to learn more:
  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.