Support

Mystery Science is designed to work in a browser on a Mac or PC. We support Chrome (recommended), Internet Explorer, Firefox, and Safari.

Here are solutions to some of the most common problems. If you’re still having issues, call us at (650) 550-0670 or email us.

None of the videos play, are they blocked?

If you are not able to view any of the videos it’s possible your school’s Internet may be blocking our videos. Here is how you can check:

  1. First, are you able to watch this test video? http://videos.mysteryscience.com/medias/u70qr55u10
  2. If you are not, then videos are probably blocked by your school. Contact your school’s IT department and ask them to unblock these addresses:
    • *.mysteryscience.com
    • *.wistia.com
    • fast.wistia.net
    • embedwistia-a.akamaihd.net

If this does not fix the problem, please contact us. We would like to schedule a call with you to diagnose and get things resolved for you.

Videos play but with interruptions

We know how frustrating this can be. It most likely has to do with the speed of your Internet connection.

  • Perform an Internet speed test. If you’re downloading under 5 Mbps, it is likely that your connection is not fast enough. We have an experimental feature that can help with this: you can download the Mystery in advance of class. To do this, open a Mystery and click the small “Download Mystery” link towards the bottom of the first slide. The Mystery will download in a new tab. Keep it open until downloading finishes and use that browser tab to teach your lesson.)

If this does not fix the problem, please contact us. We would like to schedule a call with you to diagnose and get things resolved for you.

Videos play without any sound

Almost every video in a Mystery is narrated by Doug, so you’ll need your computer’s sound to be working. If you’re playing a video but don’t hear anything, try this:

  • Make sure your computer’s volume is turned up. It’s likely that your computer’s volume is muted or turned down too low. Look for the icon in the top right corner (Mac) or bottom right corner (PC) of your screen. You should be able to click on that icon and drag a slider to increase your system’s volume.
  • If you have speakers connected to your computer, make sure they are turned on and that the volume is turned up. External speakers often have their own power sources for additional amplification. This means the speakers will have to be a) connected to your computer’s stereo jack and b) plugged into a power outlet. Double check these connections.
  • Some PCs (not Macs) have physical volume controls on the machine itself. Look for a dial or button and make sure it’s not in the negative position.

If this does not fix the problem, please contact us. We would like to schedule a call with you to diagnose and get things resolved for you.

I can’t stay logged in

You may have cookies disabled. Our website requires cookies in order to work.

If this does not fix the problem, please contact us. We would like to schedule a call with you to diagnose and get things resolved for you.