Content Will Not Load on a Work Network

Summary

Module videos, course documents and labs on The Platform sometimes fail to load for an Apprentice who works on an employer laptop or network. An employer firewall is a common cause. This article helps the Apprentice and the Apprentice Manager confirm the cause, ask the employer IT team for the right change, and contact the Multiverse Support Team with the right details.

How to Tell If the Work Network Is the Cause

The table below lists common symptoms, the likely cause and the first action.

Symptom	Likely cause	First action
A module video shows a blank space or a white screen.	The employer network is blocking the video host.	Run the three-step network test below.
A video error says that loom.com closed the connection.	The employer network is blocking Loom.	Ask the IT team to allow `loom.com`.
A course document will not open or asks for access.	The employer network is blocking the document host.	Contact Support for a PDF copy.
A lab shows "Access Denied" or will not launch.	The employer network or the browser is blocking Skillable.	Follow the steps in the article How to Fix Skillable Lab Access and Launch Errors.
The content loads on a personal network but not on the work network.	The employer network is blocking the content.	Ask the IT team to allow the domains listed below.
The content fails on every network.	The link is broken or The Platform has a fault.	Contact Support.

Test the Network in Three Steps

Run this test to confirm whether the work network is blocking the content.

Note the module and unit, and copy the web address of the page where the content fails.
Open the same page on a different network, such as a mobile hotspot, or on a personal device.
Compare the results. If the content loads on the different network, the work network is blocking the content. If the content fails everywhere, contact Support.

Note: Some employers do not allow personal devices or hotspots for work. The Apprentice must follow the employer's own IT policy.

What the Employer IT Team Must Allow

The employer IT team can allow the domains in the table below. The Apprentice or the Apprentice Manager can share this article with the IT team. The IT team can also run the connectivity check at check.multiverse.io.

Content	Domains to allow	Where to find more
Module videos (Loom)	`loom.com`	The article Loom
Labs (Skillable)	`.skillable.com` and `.labondemand.com`	The article How to Fix Skillable Lab Access and Launch Errors
Live sessions	See the article.	The article Preparing Your Network for Multiverse Video Conferencing
All other programme tools	See the article.	The article Core Tech Requirements for All Programmes

What to Send to Support

Contact the Multiverse Support Team through the in-app Help widget if the test does not solve the problem. Include these details so the team can resolve the request faster:

The module and unit, for example "Module 2, Unit 3".
The web address of the page where the content fails.
A screenshot of the error or the blank space.
The device, browser and network used, and whether the content loaded on a different network.
The name of the employer.

What Support Can Do

Support cannot change an employer network. Support can confirm the likely cause and share a workaround where one exists. For a blocked course document, Support can send a PDF copy.

Frequently Asked Questions

Questions	Answers
Question: Why does a module video show a blank space or a white screen?	Answer: The employer network or firewall is often blocking the video host. Open the same page on a different network. If the video loads there, ask the employer IT team to allow `loom.com`.
Question: What does the error "loom.com closed the connection" mean?	Answer: The employer network is probably blocking Loom. Ask the employer IT team to allow `loom.com`, then reload the page.
Question: Why can the Apprentice not open a course document?	Answer: The employer network may be blocking the site that hosts the document. Contact Support through the in-app Help widget and ask for a PDF copy.
Question: The lab works at home but not on the work network. Why?	Answer: The employer network is most likely blocking Skillable. Ask the employer IT team to allow `.skillable.com` and `.labondemand.com`.
Question: Will a personal device always fix the problem?	Answer: No. A personal device only helps if the cause is the work network. If the content also fails on a different network, contact Support.
Question: Who can ask the employer IT team to change the network settings?	Answer: The Apprentice or the Apprentice Manager can ask. Multiverse cannot change an employer network.