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Trouble accessing documents and videos on the LMS

Melanie avatar
Written by Melanie
Updated over a week ago

Students can access course-related documents and lesson videos through the LMS. Instructions on how to access the LMS can be found here.

If you're having trouble opening documents or playing videos in the Matrix LMS, this guide will help you identify and resolve common issues.

1. “Hold up!” error when opening a document

This message may appear when attempting to open a PDF or other resource.

What to do:

  • Ensure you're logged into the LMS with your student account.

  • Try refreshing the page or opening the document in a new browser tab.

2. “Something got lost” error when playing a video

This error indicates a problem loading the video content.

What to do:

  • Check your internet connection and try reloading the page.

  • Clear your browser's cache and cookies.

3. “Your connection is not private” error

This browser warning can prevent access to LMS content.

What to do:

  • Ensure that third-party cookies are enabled in your browser settings.

  • Try accessing the LMS using a different browser or device.

In the cases above, please contact Matrix at [email protected] and send through a screenshot showing the error message, indicating which course and video/document you are having issues with.

General advice and troubleshooting tips

If you're encountering other issues:

  • Use the latest version of Google Chrome for optimal compatibility.

  • Clear your browser's cache and cookies.

  • Try accessing the LMS in an incognito/private browsing window.

  • Restart your computer and router to refresh your connection.

Need more help?

If you've tried the above steps and still can't access your documents or videos:

  • Contact our team via the chat button on the bottom right of your screen.

  • Email us at [email protected] with:

    • A screenshot of the error message

    • The name of the course and specific document or video

    • The browser and device you're using

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