--- title: Troubleshooting tips description: Find general troubleshooting tips for common technical issues with StoryBox Hub. --- [Skip to content](https://crm.storyboxhub.com/help-centre/tips#main-content) English - Australia Show submenu for translations [Contact Support](https://crm.storyboxhub.com/help-centre/kb-tickets/new?hsLang=en-au) [![StoryBox Hub](https://crm.storyboxhub.com/hs-fs/hubfs/logo-light.png?width=170&height=47&name=logo-light.png)](https://storyboxhub.com/) - [Help Centre Home](https://crm.storyboxhub.com/help-centre) - [StoryBox Hub](https://storyboxhub.com/) - [Subscriptions](https://storyboxhub.com/subscriptions) - [Blog](https://storyboxhub.com/blog) - [About Us](https://storyboxhub.com/about-us) Open main navigation Close main navigation - [Help Centre Home](https://crm.storyboxhub.com/help-centre) - [StoryBox Hub](https://storyboxhub.com/) - [Subscriptions](https://storyboxhub.com/subscriptions) - [Blog](https://storyboxhub.com/blog) - [About Us](https://storyboxhub.com/about-us) - English - Australia Show submenu for translations - [Contact Support](https://crm.storyboxhub.com/help-centre/kb-tickets/new) How can we help you? - There are no suggestions because the search field is empty. 1. [StoryBox Help Centre](https://crm.storyboxhub.com/help-centre?hsLang=en-au) 2. [Troubleshooting](https://crm.storyboxhub.com/help-centre/troubleshooting?hsLang=en-au) 7 October 2026 # Troubleshooting tips If you're experiencing problems watching videos on StoryBox Hub, here are some things you can consider: - Have you been able to play StoryBox Library or Story Tools videos prior to today? If so, what might have changed between then and now? - Make sure you're using the latest version of a recommended internet browser (Chrome, Firefox, Safari or Edge). If you don't have access to update your computer software your ICT team should be able to help you with this. - Does the video work if you load the site on a different device or browser? For example, if it doesn't work on an iPad, does it work on a computer? - Is your internet connection working? Pause any large downloads and check whether you can load other websites, or watch videos from other sources such as YouTube. - Restart your computer/device. - [Clear your browser's cache.](https://www.refreshyourcache.com/en/home/) - If your organisation is in Australia or New Zealand and using a VPN or proxy server that can make it look like you're accessing StoryBox Hub from outside of Australia or New Zealand please [contact our support team](https://crm.storyboxhub.com/knowledge-base/kb-tickets/new?hsLang=en-au) so we can adjust your account settings. (This option is not available to international subscribers due to regional copyright restrictions.) If you're still experiencing problems even after trying the suggestions above, please [report the issue](https://crm.storyboxhub.com/help-centre/kb-tickets/new?hsLang=en-au) to our support team. - [About StoryBox Hub](https://crm.storyboxhub.com/help-centre/about-storybox-hub?hsLang=en-au#main-content) - [StoryBox Library](https://crm.storyboxhub.com/help-centre/about-storybox-hub?hsLang=en-au#storybox-library) - [StoryBox App](https://crm.storyboxhub.com/help-centre/about-storybox-hub?hsLang=en-au#storybox-app) - [Story Tools](https://crm.storyboxhub.com/help-centre/about-storybox-hub?hsLang=en-au#story-tools) - [Media](https://crm.storyboxhub.com/help-centre/about-storybox-hub?hsLang=en-au#media) - [Subscriptions](https://crm.storyboxhub.com/help-centre/subscriptions?hsLang=en-au#main-content) - [General](https://crm.storyboxhub.com/help-centre/subscriptions?hsLang=en-au#general) - [Early Childhood](https://crm.storyboxhub.com/help-centre/subscriptions?hsLang=en-au#early-childhood) - [School](https://crm.storyboxhub.com/help-centre/subscriptions?hsLang=en-au#school) - [Public Library](https://crm.storyboxhub.com/help-centre/subscriptions?hsLang=en-au#public-library) - [Onboarding](https://crm.storyboxhub.com/help-centre/onboarding?hsLang=en-au#main-content) - [Early Childhood](https://crm.storyboxhub.com/help-centre/onboarding?hsLang=en-au#early-childhood) - [School](https://crm.storyboxhub.com/help-centre/onboarding?hsLang=en-au#school) - [Tertiary](https://crm.storyboxhub.com/help-centre/onboarding?hsLang=en-au#tertiary) - [Public Library](https://crm.storyboxhub.com/help-centre/onboarding?hsLang=en-au#public-library) - [Resources](https://crm.storyboxhub.com/help-centre/resources?hsLang=en-au) - [Inclusion](https://crm.storyboxhub.com/help-centre/inclusion?hsLang=en-au#main-content) - [Accessibility](https://crm.storyboxhub.com/help-centre/inclusion?hsLang=en-au#accessibility) - [Auslan](https://crm.storyboxhub.com/help-centre/inclusion?hsLang=en-au#auslan) - [First Nations](https://crm.storyboxhub.com/help-centre/inclusion?hsLang=en-au#first-nations) - [Authentication](https://crm.storyboxhub.com/help-centre/authentication?hsLang=en-au#main-content) - [School Access](https://crm.storyboxhub.com/help-centre/authentication?hsLang=en-au#school-access) - [SSO (Single Sign-On) for Schools and Tertiary](https://crm.storyboxhub.com/help-centre/authentication?hsLang=en-au#sso-single-sign-on-for-schools-and-tertiary) - [Library Patron Access](https://crm.storyboxhub.com/help-centre/authentication?hsLang=en-au#library-patron-access) - [Integrations](https://crm.storyboxhub.com/help-centre/integrations?hsLang=en-au#main-content) - [Learning Management Systems (LTI)](https://crm.storyboxhub.com/help-centre/integrations?hsLang=en-au#learning-management-systems-lti) - [Oliver V5](https://crm.storyboxhub.com/help-centre/integrations?hsLang=en-au#oliver-v5) - [Using StoryBox Hub](https://crm.storyboxhub.com/help-centre/using-storybox-hub?hsLang=en-au#main-content) - [How To](https://crm.storyboxhub.com/help-centre/using-storybox-hub?hsLang=en-au#how-to) - [Account & Billing](https://crm.storyboxhub.com/help-centre/account-billing?hsLang=en-au) - [Troubleshooting](https://crm.storyboxhub.com/help-centre/troubleshooting?hsLang=en-au) Copyright © 2026, StoryBox Hub