Troubleshooting

When watching an Edpuzzle video that comes from YouTube, you may encounter error messages. Usually, these errors have simple solutions or reasons for appearing. Some of the most common “restricted” error messages are below.

Age Restriction

When a video indicates that it is age-restricted, this is based on a classification made by YouTube. This restriction makes it so that the video can’t be viewed on third-party sites like Edpuzzle. 

Unfortunately, there is nothing we can do about this. If you see this message, let your teacher know so that they can create a new lesson using a video that does not fall under the same restrictions, or make other accommodations.

Playback ID: XXXXXXX (“Please try again later.”)

Oftentimes this error comes up when there’s an ad blocker enabled in your browser. Make sure to disable any ad blockers for edpuzzle.com and it should resolve the issue.

If the problem persists, it could be due to an issue within your school’s network filter. In that case, notify your teacher of the error so that we can work with them to resolve the issue.

Private Video

If a video indicates that it is “Private” this means that the person who originally posted the video on YouTube has restricted access to it. Private videos are not visible to anyone other than the YouTube video owner and the video owner may decide to make a video private at any time.

Unfortunately, there is nothing we can do about this. If you see this message, let your teacher know so that they can create a new lesson using a video that does not fall under the same restrictions, or make other accommodations.

Restricted Mode (“Contact the Google Workspace Administrator”)

This error indicates that your school uses Restricted Mode on YouTube to help filter content that may not be appropriate for students. The video either needs to be approved by your teacher or you will need to sign in to YouTube with your school email address before being able to view the video in Edpuzzle.

First, log in to youtube.com using your school email address. Double-check that you’re not logged into YouTube or your browser (if using Chrome) with a personal account.

Once you’re logged into YouTube with the appropriate account, try again to view the Edpuzzle assignment. 

If you continue to receive the error, talk to your teacher to have them approve the video for students through YouTube’s Restricted Mode.

When in doubt, ask your teacher! If you’re not able to resolve any of these errors on your own or you see a different error message, make sure to notify your teacher that you can’t complete the assignment and why. Once they know what’s going on they can try to work with us to fix the issue or alter the assignment so that you can continue your work.

If you run into any errors while trying to complete your Edpuzzle assignments through your LMS, we’ve compiled a list of some basic tips and troubleshooting to help. Below you’ll find some of our most commonly used LMSs and corresponding troubleshooting. If you don’t see your LMS or your issue listed here, make sure to check in with your teacher for assistance!

Google Classroom

If you see an error message when trying to access your assignment that says you're not in your teacher’s class, there are a few reasons this could be happening:

1. You didn't log into Edpuzzle with your Google Classroom email.
   To fix this, log out of your current account and then log in again from edpuzzle.com by selecting the "Log In" button at the top of the page, then “I’m a Student,” and finally the “Sign In with Google” option. Make sure you select the email address associated with your Google Classroom account in the Google Sign-In pop-up. 
2. You were added to your teacher’s Google Classroom roster after they connected the class to Edpuzzle.
   If you’re a new or newer student in the class, just request that your teacher reimport their class list from Google Classroom to Edpuzzle to add you. After you’ve been added to the class on Edpuzzle, try again to access the assignment.
3. You’re trying to access an assignment from another class.
   On Edpuzzle, assignments have a different link for each class. Even if the assignment is the same, each class will have a different link for the version of the assignment created for that class. Check with your teacher so that they can verify you’ve received the right link.

To ensure that your Edpuzzle assignments are turned in correctly on Google Classroom, make sure to revisit Google Classroom after completing your assignments in Edpuzzle to click the “Mark As Done” or “Resubmit” button. This helps notify your teacher that you’ve finished the assignment.

Canvas

When accessing your Edpuzzle assignments in Canvas, make sure to always find them in the Assignments tab, rather than your calendar view or other locations. Trying to access Edpuzzle assignments from the incorrect location can cause issues that will prevent the video from loading properly.

If you see any errors when trying to access your assignments, first try refreshing your page a few times. When small errors occur, a quick refresh will typically clear the error so that you can move forward.

If you continue having trouble, try:

• Clearing your browser cookies and cache.
• Making sure you have ad and pop-up blockers disabled for Edpuzzle.
• Allowing 3rd-party cookies.

Schoology

If you see any errors when trying to access your assignments, first try refreshing your page a few times. When small errors occur, a quick refresh will typically clear the error so that you can move forward.

If you continue having trouble, try:

• Clearing your browser cookies and cache.
• Making sure you have ad and pop-up blockers disabled for Edpuzzle.
• Allowing 3rd-party cookies.

If you’re using a personal device, rather than one that your school has provided, this error may occur if your parents/guardians have Family Link enabled on the device which is blocking Google Sign-In on our website.

Share this link with your parents to have them remove those restrictions: https://support.google.com/families/answer/9204736 

If you continue to have trouble, talk to your teacher about having them set a password for your account so that you can still access Edpuzzle by logging in with your email and that password, and not by using Google Sign-In.

Your teacher can learn more about setting your password here.

If you don’t see your specific issue listed in our other articles, here are some basic troubleshooting steps that can help clear up any trouble you may encounter.

For the best results, make sure you’re using one of the following:

• • iPad or iPhone: download the Edpuzzle iOS App 
  • Android phone or tablet: download the Edpuzzle Android App 
  • Laptop/desktop: Chrome, Firefox, or Safari (latest versions)

If you’re using a browser:

• • Clear your browser cookies and cache.
  • Make sure you have ad blockers and pop-up blockers disabled for Edpuzzle.
  • Allow third-party cookies.

Check your internet connection.

Issues related to videos or questions buffering or not loading properly could be due to a slow internet connection. We recommend watching the video after restarting your device and ensuring all other browser tabs and windows are closed. If available, you can also try connecting to the internet with an ethernet cable instead of Wi-Fi.

Use a different access point.

Try changing devices or browsers. 

If you’re using a web browser on a mobile device (like a phone or tablet) download and use the Edpuzzle app instead of the browser.

For any questions not covered here, or continued difficulty after following our troubleshooting steps, ask your teacher for help!