ARBINGER MENA

TECHNICAL SUPPORT

  • Support will only be be given durring office hours (Monday – Friday)
  • Allow up to 48 hours for a response
  • Technical support will be limited to the Online Training Portal relatated issues only
  • See also the trouble shooting guide before you submit a support request.
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Have you read through the troubleshoot guide below and tried the suggested options?

KNOWN ERRORS RELATED TO OUTDATED BROWSERS

  • Video Progression not getting recorded and participants are stuck and cannot move to the next step. The “I am done”
    button is not enabled after the videos have played through to the end.
  • We have received reports of English Close Captions (CC) when selected not showing up in Outward Mindset Online (OMO).

Ensure you are using the latest version of your web browser. We strongly suggest using the latest version of Google Chrome as it was used with the initial development and testing of the platform and is available for both Windows and Mac devices. MS Internet Explorer is not compatible.

TROUBLESHOOT VIDEO PLAYBACK ISSUES

Many factors can influence video playback, including some that pertain to your computer or device. If you are not having a great viewing experience, please try these simple fixes.

  • Switch to “Auto” in the quality menu, if available. Auto mode automatically adjusts to the best quality of video for your current Internet connection and processing speed. We recommend using this default setting to avoid buffering delays. (If “Auto” is not available, switch to one of the lower quality options.)
  • Check your bandwidth. Vimeo requires network speeds of 500 kbps or higher to stream their lowest playback quality (240p). You can use this speed test to get a general sense of your Internet speed during the time of the issue. Keep in mind that bandwidth can fluctuate, especially on Wifi or cellular networks.
  • Disable any browser extensions, plugins, or add-ons. Third party programs can sometimes cause issues during playback— including blocked video segments, dropped frames, buffering, etc. If you are having trouble, try disabling any active extensions one-by-one to find the culprit.
  • Restart your router and modem. Resetting your router or modem can help to refresh your connection and improve playback performance. Try disconnecting the power cord and then reconnecting to perform a hard reboot.
  • Update your browser. Browser software is continuously being improved. Make sure you are using the latest version of your browser for peak performance.
  • Close excess browser tabs or applications. Keeping too many applications open can slow everything down, including video playback. Especially on a mobile device, it is easy to forget which apps are running. Make sure that you completely close or disable apps instead of just minimizing their windows.
  • Clear your browser’s cache. Although this may sound simple, refreshing your cache can help with various issues, including playback.
  • Disable/Enable Hardware acceleration. Hardware acceleration makes resource-hungry operations run more efficiently, but sometimes does not work well with older graphics cards. Try disabling or enabling this option within your browser settings.
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