How to report a video problem

If the video or video player doesn't work correctly on your device, please tell us.

In order to understand your situation, we need details. The more details the better! Without details, the chance of us solving your issue is almost zero. With this information, chances are much better.

In your email to support@onenessapproach.com make sure to provide:

  • The name of the video you are trying to view
  • The web address (URL) of the page where the video appears
  • The name and model of the device you are using
  • The operating system you are using (such as Windows, MacOS, Ubuntu)
  • The name of the web browser you are using
  • Describe what you saw
  • Describe what you expected to see

If you can provide a screen snap along with the email, that would be great!

 

Example 1

Dear support,

I am trying to watch the video on the top of this page http://www.onenessapproach.com/about/dr-michael-seng/ about Dr. Seng. I'm using a Dell desktop machine running Windows 8 operating system. My web browser is Chrome version 46. 

I see the video player load. When I click the play button in the center of the video, all that happens is a circle icon appears and it spins and spins for several minutes. The video never plays. I expected the video to load a few seconds after I clicked the play button.

Please help. Thanks, Sarah

 

Example 2

Dear support,

I am trying to watch the video on the top of this page http://www.onenessapproach.com/about/dr-michael-seng/. I'm using a Samsung Galaxy S3 mobile phone running the Android operating system. My web browser is Mozilla Firefox version 41. 

I see the video player load. When I click the play button in the center of the video, I get an error in the middle of the video, "Error: Video stream not found." The video never plays. I expected the video to load and play after I clicked the play button.

Please help. Kindly, Denise

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