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A
anitasbookkeepin
April 14, 2020
Question

I am online doing the Pro Advisor training. The video is horrible. It's cutting in and out and pausing. My internet connection is strong so what is causing this?

  • April 14, 2020
  • 1 reply
  • 0 views
Original commenter did not share additional details

1 reply

J
JamesM
April 15, 2020

Hi there,

 

It's good you're working on increasing your knowledge with our Pro Advisor training videos. I can see how time-consuming it can be when the videos cutting in and out. Don't worry, I'll be happy to help get you back on track. 

 

First, I'd like to start by doing some troubleshooting to determine if this isn't a browser related issue. When was the last time you cleared cache and cookies on your browser? Doing this will help fix most issues the site may be having. Here's an article which shows you how to do that: How to clear Cache and Cookies. 

 

Give this a try and if you're still having issues, I recommend contacting our support team using this link.

A
anitasbookkeepinAuthor
April 17, 2020

I've cleared my cache and cookies daily and it hasn't made a difference.  I was online trying to complete some training and its every 5 seconds it is cutting in/out.  Very annoying and finally logged out.

 

Any other ideas what is causing this??

L
LauraAB
April 17, 2020

Hi there anitasbookeeping,

 

It's great to hear that you clear your cache regularly. This is one of the best ways to make sure that QuickBooks Online will run optimally. Since you're still seeing the issue, I encourage you to try the following browser-related troubleshooting steps as well.

I know these each sound simple, but I've seen where even restarting a device can help sort out these kinds of strange issues. Additionally, you can try watching videos from other websites to see if you're running into the same issue. If you are, it may be worth contacting your Internet provider to learn what might be happening to cause these streaming issues.

 

If it's still only happening in QuickBooks, please don't hesitate to get in touch with us outside of Community. An agent will be able to troubleshoot with you one-on-one and our phone agents can even use a screen share tool to see what you're seeing. Here are the support options.

 

Phone and Chat: Click Contact Us to learn how to reach phone and chat support.

Schedule a Callback: click (?)Help in the upper right > click Contact Us > explain your situation > click Let's Talk > choose Get a callback (Note: Callback hours are the same as regular phone hours.)

Social Media: Facebook, Twitter, and Instagram from Monday to Friday between 9 a.m. and 8 p.m. ET

 

Wishing you the best!

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