Why won't this streaming video play?
Answer
DUL staff have reported some recurring issues with certain streaming video databases.
1. Feature Films for Education (Infobase/Criterion)
Users sometimes experience access issues with streaming media on the Feature Films for Education database. This database is provided by Infobase, with partnership from Criterion Pictures USA and Global Eagle. The films are hosted on the Criterion Pictures platform.
What access issue occurs?
- Users access the streaming video on the Infobase platform and click play on the thumbnail.
- This opens a new tab on the Criterion website.
- Users click on their preferred audio option, for example "English Audio", to play the film. This is where the error usually occurs. The error message says: "Media unavailable. You don't have permissions to view this media. Try again."
How do I resolve this issue?
- This error occurs due to problems with the browser cache and cookies. The error has been reported in several browsers, but is most common on Google Chrome.
- Clear your browser cache and cookies.
- In Chrome, navigate to the browser controls and select Delete browsing data
- Select the time range All time
- Check the boxes next to Cookies and other site data and Cached images and files
- Click Delete data
- Close your browser and open a new window.
- Starting from the library website, access the film again. The issue should be resolved.
General troubleshooting steps can resolve many issues with streaming videos. If you cannot resolve the issue and need further assistance, email AskTech (asktech@duke.edu) or submit a question form.