If the client is encountering issues while watching video content that you have included as a part of your online course, here are some tips for the clients to check first:
Check that you are using a stable internet connection. Toggle between using a wifi or mobile connection to see if that resolves the issue.
Check the sound is not coming from a Bluetooth headset or earbuds. Wireless earbuds dropping or switching mid-play is the best fit for audio cutting in and out and then going for good, including when you rewind. Switch to wired headphones or the device's own speakers. Also check the browser tab is not muted.
If using an apple product (an iPhone, iPad or Mac) use Safari. The course delivers video to Safari in a different format where the sound cannot drop out on its own.
Otherwise use an up to date Chrome or Edge on a computer. Ensure you have a stable connection, and stay on the course window - the player pauses if you click away to another window.
Do not log out or leave the page if you can, pause, wait a moment, then press play again - that often brings the audio back on its own and keeps their place.
If that does not work, reload the page once. Please note this restarts the video which you will then need to rewatch. If you watched the majority of an extended video already, please contact the business in case they are able to move you past the video lesson manually.