Support

Trouble Viewing JTHQ Academy Videos?


Our platform has 99% uptime for our video hosting, so it's rare that our videos are down. If you're having trouble viewing a video it's commonly caused by the following issues: 
1.) Your computer or browser compatibility. 
2.) Your internet speed. 
Below, we've put together a quick guide to troubleshooting video issues that should help you get everything solved in no time! 

Troubleshooting guide for videos:
“My video isn't loading at all”
The large majority of time video issues are browser specific; for example, it may be that you have a plugin installed that is blocking the videos. It’s important, before reaching out to our support team, that you carry out each of the three suggestions documented immediately below:
  • Try using a different browser (Chrome, Firefox, Safari...etc)

  • Try using an “incognito” or “private browsing” window, instead. Make sure you close ALL incognito tabs and windows before launching a new incognito browser window.

  • Clear the cache (reset your browser) - the best thing to do here is to visit whatbrowser.org to find out which browser you’re using, then perform a quick google search to find out how to clear your particular browser cache.

If you're still having issues after trying the above, then please email us a support request with the following information:
  • Which videos are you having a problem with - is it all videos in the course or specific ones?

  • If it's specific videos then please send over links/screenshots to show examples.

  • Which browser have you tried - please try at least two browsers before messaging us.

  • If you still can't get the videos to play, then please let us know which two browsers you've tried (name and version).

Not sure which browser you're using? Head to whatbrowser.org to find out!
What kind of device are you using - Computer, iPhone, iPad, Android phone/tablet?

“My video is loading slowly”
If your videos are loading slowly, it is most likely related to your internet connection.
Our video hosting service is very reliable and the large majority of users find that they have no issues at all with videos loading slowly.
A quick tip for improving video playback is to click on the gear icon at the bottom right corner on the video player and choose a lower quality setting, as shown below:


Additionally, if your internet speed is causing the problem, it may help to close other internet browser windows and tabs to improve bandwith for the video streaming.




 Trouble Accessing your JTHQ Academy Account?


"I forgot my password"

You can reset your password using the 'forgot password?' link at the bottom right of the login page. 

Be sure to check your spam or junk email folders and if you have more than one email account, consider checking those too if you don't receive a password reset email. 

Still can't get in? Send me an email with as much information as possible regarding what error messages you are seeing.

"Where are my classes?"

Most often if you're not seeing classes you have enrolled in on your dashboard, it's because you have accidentally created a second account at JTHQ Academy.

Please email me and I'll get you straightened out! I will need to make sure you're not in the system twice otherwise you will receive duplicate emails from me for everything!

If you have classes in two separate accounts, I can merge them into one. Just let me know which email address you want to use going forward.