This FAQ is for academy members who are able to log into the academy but could not access the video materials.
Here’s what happened:
- Aug 1, 2023, Judi to HHA: I was able to log in, but again have absolutely no access to the material. I paid a lot of money to join (full year’s amount of $1,500+) and the inability to access is frustrating. In addition, I’m curious why my “secure” password was sent along with this email? Passwords should never be shared in an email. I’ve attended two of your harp jams and thoroughly enjoyed your style and teaching, but at this point respectfully request a full refund. Thank you.
- Aug 1, 2023, DHC to Judi: I’m so sorry and I definitely hear and feel your frustration. I would feel the same way for sure! I can refund your membership but I’d love to also solve this problem first – and I have a feeling that my email response about your problem may not have gotten to you yesterday.
Would you be willing to work with me to at least get you access – and then if you still want the refund, I’m happy to do that. Hoping that’s a yes, here goes:
We’ve seen this problem before and in the past it’s been solved by one of two things:
In one case a member had recently installed a new anti-virus or internet security tool, which had that effect
In another case, trying a different browser solved the problem
Would you be willing to give that a try and if it doesn’t work, let’s have an actaul conversation tomorrow to try to fix it. Again, I’m happy to give you refund but first I’d like to make sure you can actually get the content.
- Aug 1 2023, Judi to DHC: My first choice would be to make this work, but I do have anti-virus software that I’ve been using for years with no issues. Also, I use the industry standard browser, Chrome, and also have no issues there. If a different solution doesn’t provide access to the site, I will opt for the refund, but happy to hear any other suggestions you have.
- Aug 1 2023, DHC to Judi: Let’s see what we can do. I’m going to forward what you wrote to my web master and ask what he thinks, and I’ll get back to you as soon as I hear from him, hopefully in the next couple of hours.
- Aug 1 2023, DHC to Judi and Scott: Judi, meet Scott – Scott, meet Judi –
Judi: Scott is our web developer and the person I go to for all problems like the ones you’re experiencing.
Scott: Judi is a new member of the Academy who’s experiencing problems with the Academy videos which may be similar to problems we’ve seen others have in the past. I shared her description of the problem with you, Scott.
For you both: I did make one change to our Vimeo settings at Scott’s request before sending this. Could you go try those videos on this page again, Judi, before you connect with Scott, just in case that did the trick? This is the page your note said you tried before: https://www.hipharp.com/academy/bfc-homepage/
- Aug 2 2023, Scott to Judi: A few things that will help me help you:
I know you’re using Chrome. What operating system and version is your computer running (Ie. Windows 11, MacOS Ventura 13.5, etc.)?
Is Chrome up-to-date (Chrome->About Chrome should say Chrome is up to date and show a version number like 115.0.5790.114)?
What extensions are in use in Chrome (Chrome->Settings->Extensions then tell me the names of extensions that are enabled)?
- Aug 2 2023, Judi to Scott: Thanks for your suggestions. I just retried the link that Deborah sent below, and still get the same message for everything as follows:
“Sorry, because of its privacy settings this video cannot be played here.”
My Chrome is up to date and I have two security extensions, that’s it. Please note that I am enrolled in several, varied courses and have not encountered this issue before.
- Aug 2 2023, Scott to Judi: If you are up for a little more technical investigation, it would also help me if you can do the following:
In Chrome, under the View menu, there should be a Developer sub-menu at the bottom: Go to View->Developer->JavaScript Console, a console will appear on the bottom of the browser.
Click the circle with a slash in it in the upper left of that console section to clear the console of any existing messages.
Go to the page on Deborah’s site that has the video on it. If needed to get that privacy warning to appear, press play on the video.
Make a screen capture of the entire screen or just the console section and send it to me so I can see any error messages that might appear there.
If you’d rather, we can setup a time to meet via Zoom and you can share your screen while we walk through this process together. I’m out for a while this afternoon but should be back by 5pm.
- Aug 2 2023, Judi to Scott: I was able to use the site on my iPad (safari) but only use Chrome on my computer (much prefer both), so hoping you can get it to work for me on your end. On the computer I use Bitdefender anti-tracker and green light.
- Aug 2 2023, Scott to Judi: Thanks for the additional info.
BitDefender is likely the cause. It has been reported as causing that error message with Vimeo videos widely across the internet, not just on the HipHarp websites.
I don’t think you need to completely disable BitDefender. Try creating an exception for HipHarp Academy only:
Open Chrome
Go to hipharp.com/academy
Click the anit-tracker icon next to the search bar
Click the settings (gear) icon in the upper right
Click “Add the current website to the list” in the exceptions section of the Settings or add hipharp.com and www.hipharp.com manually in the box below that link.
Please let me know if this works for you. If it does, Deborah can post it in a FAQ or other info page on the website to help other students that encounter this same issue.
Also, for your peace of mind, you should know that we run a real-time security solution on Deborah’s websites that prevents the kinds of cross-site scripting, cross-site origin, malicious javascript, and other security issues that BitDefender is trying to fight for you. Making an exception for Deborah’s site in BitDefender should not increase your risk of these types of attacks. The security solution we use detects and blocks all these kinds of attacks in real-time and also scans all files in the website periodically to make sure that they have not been altered and that they do not contain anything malicious.
- Aug 3 2023, Judi to Scott: Yes! I am now able to access the videos💃
Thanks so much for your assistance and clear instruction!
Most Possible Reasons For Videos Not Showing Up
- A member had installed a new anti-virus or internet security tool which had that effect.
- A browser has some issues due to being not updated or unconventional settings.
1. Anti-Virus or Internet Security Tools is in use
The member has installed an anti-virus software like BitDefender. It has been reported as causing that error message with Vimeo videos widely across the internet, not just on the HipHarp websites.
You don’t need to completely disable BitDefender. Try creating an exception for HipHarp Academy only:
- Open Chrome
- Go to hipharp.com/academy
- Click the anit-tracker icon next to the search bar
- Click the settings (gear) icon in the upper right
- Click “Add the current website to the list” in the exceptions section of the Settings or add hipharp.com and www.hipharp.com manually in the box below that link.
Additionally, you should know that we run a real-time security solution on Hip Harp Academy websites that prevents the kinds of cross-site scripting, cross-site origin, malicious javascript, and other security issues that your anti-virus is trying to fight. Making an exception for the Hip Harp Academy website in your anti-virus should not increase your risk of these types of attacks. The security solution we use detects and blocks all these kinds of attacks in real time and also scans all files in the website periodically to make sure that they have not been altered and that they do not contain anything malicious.
2. Browser Used
Google Chrome:
1. Make sure Chrome is up-to-date (Chrome->About Chrome should say Chrome is up to date and show a version number like 115.0.5790.114). If this is the issue affecting your experience, you can try re-visiting the site to see if that solved the problem.
2. See if any extensions you use in Chrome (Chrome->Settings->Extensions) are affecting your experience. Send us the screenshot of the extensions installed and we’ll figure out if they are the cause of the problem. If this is the issue affecting your experience, you can try re-visiting the site to see if that solved the problem.
3. If the issue is not yet solved with the above procedures, try looking into the Developer view and our webmaster will have a videoconference session to assist you. In Chrome, under the View menu, there should be a Developer sub-menu at the bottom:
- Go to View->Developer->JavaScript Console, a console will appear at the bottom of the browser.
- Click the circle with a slash in it in the upper left of that console section to clear the console of any existing messages.
- Go to the page on Deborah’s site that has the video on it.
- If needed to get that privacy warning to appear, press play on the video.
- Make a screen capture of the entire screen or just the console section and send it to us so our webmaster can see any error messages that might appear there.
Other Possible Reasons
If you have tried the solutions mentioned above and the issue hasn’t been solved, please send us your concern through the Ask-a-Question form