To power the live editing and preview experience on waymark.com, our video player relies on the latest graphics performance technology. If you're seeing an error message when you try to play a video on waymark.com, that likely means that this technology isn’t enabled in your browser or operating system. The good news is there are some steps to troubleshoot the issue.

1. Try a different browser.

If you have more than one browser installed (e.g. Chrome, Safari, Firefox, or Edge), switching browsers is a good first test.

If you find that the video player does work on another browser but you want to get your preferred browser working, make sure your browser it updated to the latest version. If you’re using Chrome, you can also make sure that your settings are configured correctly by following the steps in this doc. They may be helpful if you can’t test any other browsers, as well.

2. If you’re using a virtual desktop environment (e.g. Citrix Remote Viewer), you may have to go around it.

Some virtual desktop environments don’t support advanced graphics technology. Unfortunately, that means you may not be able to use the Waymark video player if you’re accessing the internet with the virtual desktop. Instead of opening a browser through the virtual desktop, you’ll need to use the browser on your own desktop.

If your organization is a Waymark Partner, you can also contact us to learn about our Concierge service.

3. Update your operating system or graphics drivers

For Mac users, older operating systems can prevent your browser from access the latest graphics performance tech. We recommend using 10.14 Mojave or later.

Note: Upgrading your operating system comes with many improvements in addition to improved graphics performance. However, it can also take an hour or more and affect some other configurations you may have made on your device, so we recommend upgrading when you have a bit of time available.

For Windows users, you may need to update your graphics drivers to the latest version. You can follow these steps from Microsoft’s help docs.

4. Try another device or get in touch

If you’ve gone through all of the above steps without success, you unfortunately may need to use another device. If you’re stuck here, though, please do get in touch with us at team@waymark.com and we’ll see if there’s anything else we can do to help. Thank you for your patience in working through this!