How to resolve video playback issues that prevent modules from advancing on Anagram Security training platform
Campus IT may receive reports from users who can access the Anagram Security training platform but cannot advance through training modules, particularly when attempting to play videos beyond the first module. This article outlines the most common cause, how to identify it, and steps IT staff can take to assist users.
Overview of Issue:
Some users have reported that:
- The first training module loads and plays normally, but
- Additional modules appear broken, blank, unresponsive, or fail to load.
In a recent case, this behavior occurred in Microsoft Edge when the user had Strict Tracking Prevention enabled. After switching the setting to Balanced, the modules loaded correctly.
While this specific case occurred in Edge, similar symptoms may occur in any browser that uses strict or aggressive tracking-prevention or privacy-blocking settings.
Because Anagram Security uses Wistia for embedded video hosting, blocking third‑party or cross‑site content can interrupt playback of subsequent modules.
Why This Happens:
The Anagram Security training platform relies on several Wistia domains to deliver secure instructional video content. If a browser’s privacy settings block these domains (as often happens in strict tracking‑prevention modes) the video player cannot load properly and the user may be unable to progress through the training sequence.
This can occur in:
- Microsoft Edge: Strict Tracking Prevention
- Firefox: Enhanced Tracking Protection – Strict
- Safari: Prevent Cross-Site Tracking
- Brave: Shields set to aggressive
- Chrome: Privacy extensions (uBlock, Ghostery, Privacy Badger, etc.)
Even if the first module loads, subsequent training modules may fail because Wistia’s player loads additional resources as modules progress.
General Troubleshooting Steps for Campus IT:
Use the following guidance when supporting users who cannot advance through Anagram training modules.
1. Check if Strict or Enhanced tracking prevention is enabled.
Ask the user to review their browser’s privacy settings. Look for:
- Edge → Tracking Prevention: Strict
- Firefox → Enhanced Tracking Protection: Strict
- Safari → Prevent cross‑site tracking (if enabled)
- Brave → Shields: Aggressive
- Chrome → Extensions that block trackers or scripts
If set to a strict/aggressive mode, have the user switch to a moderate/default setting such as:
- Balanced
- Standard
- Default
- Shields: Down or lowered for this site
This is often the fastest fix.
2. Add required domains to the browser’s allow list.
If the user prefers to keep high privacy settings, they can instead allow or exempt the following domains that support Anagram training and Wistia video playback:
- app.anagramsecurity.com
- embed-ssl.wistia.com
- fast.wistia.com
- pipedream.wistia.com
These sites may appear under:
- “Tracking Prevention Exceptions”
- “Allowed Sites”
- “Site Privacy Exceptions”
- “Cross‑Site Tracking Permissions”
- “Shields/Privacy Controls” (Brave)
- Extension‑specific allow lists
Adding these domains allows the content to load without weakening browser protections globally.
3. Refresh the training page and try the module again.
After adjusting settings or adding exceptions, the user should reload the page and re-launch the training module.
When to Apply This Troubleshooting
Use this guidance if a user reports:
- Only the first video loads, but no others
- Modules display a blank frame or broken video window
- The “Next” button does nothing
- Wistia video frames appear unresponsive
- Training progress stops mid-module
These behaviors consistently align with blocked Wistia components.
When to Escalate
Escalate to the Division of IT Security Training team if:
- The workstation uses centrally managed security policies that restrict browser settings
- The user cannot modify privacy settings due to device management
- The issue persists across multiple browsers
- The problem occurs on multiple campus devices
IT may need to verify that browser group policies or endpoint protections are not blocking Wistia content. Reach out to the Division of IT Security Team with escalated issues; division_of_it_security_training@colostate.edu.
Suggested Response Snippet for IT Support Tickets
“If you are unable to advance in the Anagram Security training modules, your browser may be blocking video components required for playback. Please adjust your tracking‑prevention settings to Balanced/Standard or add the following domains to your allow list: app.anagramsecurity.com, embed‑ssl.wistia.com, fast.wistia.com, pipedream.wistia.com.”