General Information

The Great Lakes Ortho Video Training portal is built to accommodate several different browser and system configurations, including mobile devices. We utilize an industry leading streaming video service to ensure high quality videos that play trouble free.

However, despite our best attempts to ensure a quality learning experience, there are some items out of our control. These items are your Internet connection and your computer. Streaming video is very resource intensive and may be difficult for slower computers and devices. Even on a fast computer, other resource intensive operations occurring at the same time (such as a virus scan) can cause playback problems.

If you have issues using our video training portal, and you have followed the troubleshooting instructions on this page, please contact videohelp@greatlakesortho.com with a description of the problem, your web browser, and information about your Internet connection. We will contact you back within one business day.

Minimum System Requirements

Operating System

• Windows XP, Vista, or 7.
• Mac OS 10.5+
• Apple iOS 4.0+
• Android OS 2.0+

Web Browser

All web browsers must have HTML 5 video support or Flash 9.0+. All web browsers must have Javascript enabled. The following browsers have been tested and are supported.

• Internet Explorer 7 / 8 (with Flash 9.0+)
• Firefox 3.5+
• Google Chrome 6+
• Safari 3/4 +

Internet Connection

A minimum sustained broadband connection capable of 2.0Mb down per second is required for an optimal viewing experience. You may visit www.speedtest.net to test the capabilities of your Internet connection.

Mobile / Tablet Devices

• iPhone 3G/3GS/4
• iPad
• Android Based Systems

Troubleshooting

Problem:
Choppy video or sound

Solution:
Choppy video or sound is usually indicative of intermittent Internet connection problems, or a computer that is overburdened. Please check your Internet connection to make sure it meets our minimum specs. Additionally, please close all other running applications except for your web browser. You may also need to disable anti-virus software in some configurations.

Our video solution uses a smart streaming service that will adapt to your Internet connection. If you notice that your video initially pauses and then resumes normally, this is due to your computer not being able to handle our highest quality video.

Problem:
Video or sound doesn’t play

Solution:
Please check our minimum specifications and your web browser settings. Javascript must be enabled for our video player to work.

Please check your firewall. If you are on an office network, your system administrator or IT department may have steaming video blocked.

Problem:
I receive a security error when trying to watch a video or I receive a "403 error"

Solution:
If this is a paid course, your access to it may have expired. When you purchase access to a training video, it is good for 90 days from the date of purchase.

Please reload the page you are on. Due to security in our videos, the video page itself must be reloaded prior to each watching session. This is often caused by your browser incorrectly caching the playback code. You may need to delete your browser cache and restart your browser.

Problem:
Video is low resolution or appears fuzzy

Solution:
Our video solution uses a smart streaming service that will adapt to your Internet connection. If you notice that your video pauses, and the quality diminishes before restarting, this is due to your computer or Internet connection not being able to handle our highest quality video.