Sometimes, a course video lesson may seem to take longer than normal to load (read below the reason why that may be the case).


Here's some tips to help troubleshoot what may be contributing to a slower load time.


1. Try logging into your 21 Draw account in a different browser or in incognito/private mode in your current browser and see if the problem persists?


2. If you are still having issues, a workaround is to download them (click on "Download" button below) and watch it on your computer or device.


In some browsers like Chrome, the "Download" button only opens the video lesson in a new window. In order to download it you need to complete two more steps. 


1. Click on the vertical three dots.

2. Press the Download button.

If you are still having issues, please submit a ticket to us here providing the following information:
- Device Model
- Web Browser Version
- Customer Location


How Video Data Travels to Your Device and Why it May Be Slow

When you click play on a course video, we send the video data out through CDNs (Content Delivery Networks), to distribute the content to you as quickly as possible. Due to recent increases increases in internet usage around the world, some CDNs may experience congestion.


The CDNs work to send the video data to your Internet Service Provider (ISP) via the most efficient path possible. Sometimes, exceptional circumstances mean we may need to use a less-direct path.
 
When your ISP receives your video from us, your ISP will carry out the important task of carrying the video data across their network and into your home / device. If there is not enough capacity (ie. your internet speed and upload mbps), your video streaming quality will suffer. This is standard ISP behavior.