Help, trust, and releases · player, parent, coach, organization, partner, help · both
Video and device troubleshooting
Resolve video playback, shared-device, browser, and notification problems safely.
- Last reviewed:
- 2026-08-30
- Applies to:
- 2.2
Video guide
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Video and device troubleshooting
Before restarting a device or browser, finish or preserve any active quiz, assessment, form, or upload. A refresh can end a public results session or discard an unsaved response.
Video does not play
- Confirm that the device is online and that other page content loads.
- Tap or select the video's play control once and wait for it to buffer.
- Check that the device is not muted and raise media volume.
- Close other apps or tabs that are playing audio or video.
- If no response is in progress, leave the screen and reopen it.
- Update the 6Tool app or browser to the latest available version.
Expected result: the video starts, its controls respond, and you can return to the related question or content.
If video remains stuck during a quiz, do not repeatedly tap answers or submit the quiz again. Record the quiz title and question position, then use the screen's available back or close control only if it clearly preserves the attempt.
Browser or shared-device problems
- Use a current version of Safari, Chrome, Firefox, or Edge.
- For sign-in and app handoffs, move from an embedded email or social browser to a full browser.
- Allow required popups only for the expected 6Tool page.
- On a kiosk, return to the first quiz screen before the next participant.
- Do not open private account or assessment pages on a public display.
Notifications are missing
- Confirm that notifications are enabled in the 6Tool app's settings when that setting is available.
- Check the device's system notification permission for 6Tool.
- Confirm that you are signed in to the intended account.
- Check the relevant dashboard directly; do not rely on a notification as the only record of an assignment or invite.
Expected result: future allowed notifications can appear, while the underlying assignment or invite remains available from its product surface.
Contact support
If the problem continues, provide the app version, device model, operating system, browser if applicable, network type, page or screen, content title, timestamp, and what the player showed before and after the failure. A short screen recording can help only when it contains no passwords, one-time codes, private reports, child information, or other participants.