If you can hear audio from a video in the Schoox mobile app but the screen appears black, this article will guide you through a few quick steps to restore smooth playback.
What Might Be Happening
In rare cases, you may notice that videos within the mobile app, such as those included in announcements or SCORM lectures, don’t display as expected. This behavior is typically related to your device configuration or app version and can usually be resolved with a few simple updates.
Steps to Try First
Before reaching out to the Schoox Support team, try the following actions to ensure optimal video performance:
Update the App
Confirm that you’re using the latest version of the Schoox mobile app. Updates often include performance enhancements that improve video playback.Update Your Device’s Operating System
Check that your mobile device’s operating system (OS) is up to date. Running the latest OS version helps ensure compatibility with all app features.Reinstall the App
If you still experience the same behavior, uninstall and reinstall the Schoox mobile app. This refreshes the app’s data and can resolve display inconsistencies.
When to Contact Support
If the playback issue continues after following these steps, please contact our Support team with the details below so we can assist you further:
Device Information: The make, model, and generation of your mobile device (e.g., iPhone 15 Pro, Samsung Galaxy S24).
Operating System Version: The OS version currently running on your device (e.g., iOS 18.6.2, Android 14).
Schoox App Version: The version of the Schoox mobile app you have installed.
Screen Recording: A short screen recording showing what you’re experiencing can help us better understand and resolve the issue.
Providing this information will help our team perform the necessary testing on our side and identify the cause more quickly, ensuring your videos play as expected.