FAQs

If you have a question about this mental health learning hub, please view the FAQ section below to see if we can help answer the question for you. If you can't find the answer, please contact us.

Try refreshing your viewer by going to the Help tab in the viewer and clicking on the "Reload Viewer" button. This "Reload Viewer" button may also be located at the bottom of your video viewer page and looks like this:

You may also want to try closing the viewer window and re-launch the viewer from your, 'My Account' page.

Your Internet cache in your browser may need to be cleaned/cleared out. If you are unsure on how to clear your browser cache, an alternate and quicker option is to try switching to a different browser to continue viewing the program. If you're on Internet Explorer - try switching to view the program on Google Chrome browser. Other popular browsers such as Safari and Firefox are compliant with playback. Following this step resolves the vast majority of playback issues.

If you are still having problems, please contact the Help Desk at support@pesi.co.uk

Please click on the "Reload Viewer" button located with the blue buttons along the lower left corner of the video viewer page, it is also located under the Help tab in the video viewer page. 

If the issue continues:

Please try the below suggestions to troubleshoot your audio issues.

First, please open a new tab (CTRL + T in most browsers) in your browser and go to youtube.com and click on any video to confirm you're able to hear audio. This can confirm whether this lack of audio is an issue with your machine or with the program. If you are not able hear audio on a YouTube video the issue is with the audio settings on your computer/device.

Try closing the viewer tab, returning to your online account and launching the viewer again by clicking the green Launch Viewer button under the title of the course.

External Speakers

Confirm speakers are plugged in and powered on.

Confirm the volume is turned up on the speakers.

Confirm that the speakers are plugged into the correct port on the back of the computer.

Internal Speakers (Laptop)

There often is a "mute" key on the keyboard for muting audio on laptops. Try clicking this and/or the volume UP key.

System Volume

There is a speaker icon next to the computer clock in lower right corner of screen on Windows computers.

If you click this icon you can adjust your overall system's sound settings.

If none of these solutions work and you need assistance, do not hesitate to contact Customer Support at info@pesi.co.uk or at 01235 847393.

If you still have questions, you can contact us on info@pesi.co.uk

If you are struggling to watch the videos on the Barnardo’s network, please try using a different browser (eg Chrome) or contact the Barnardo's Helpdesk to see if they can see any problems with your connection.  

Yes, this platform can be shared with a colleague or friend associatied with Barnardo's