“Missing key” Error Message - Webcast Not Loading
If you receive this message when doing a webcast, close the webcast and try again, this usually fixes the issue.
It’s usually a temporary connection or authorization issue between your browser and our webcast hosting service. Trying again often fixes it right away.
If the webcast will still not open after a couple of attempts, please try the checks below. You do not need to do all of them at once — just work through them in order.
1. Check Your Internet Network
Sometimes corporate networks or VPNs apply security rules that interfere with secure webcast links.
If you are on a work/corporate network or VPN, disconnect from the VPN and try again.
Alternatively, connect using a mobile hotspot (for example, your phone’s hotspot feature) and test the webcast.
If it works on a hotspot but not your normal network, the issue is likely network-related.
2. Check Your Device Date & Time
Secure webcasts rely on your device’s clock being correct.
On Windows:
Right-click the clock in the bottom-right corner.
Select Adjust date/time.
Ensure Set time automatically is turned ON.
On Mac:
Go to System Settings → General → Date & Time.
Ensure Set time and date automatically is enabled.
After confirming, close your browser completely and try again.
3. Try Private / Incognito Mode
This helps us check whether browser settings or extensions are interfering.
In Chrome or Edge:
Press Ctrl + Shift + N
In Safari:
Click File → New Private Window
In Firefox:
Press Ctrl + Shift + P
Then log back into your account and try the webcast again.
If it works in Private/Incognito mode, a browser extension or privacy setting may be causing the issue.
4. Check Cookie or Privacy Settings
If you block third-party cookies or use strict privacy extensions, this can sometimes prevent the webcast from authorising correctly.
If you know you block:
Third-party cookies
Tracking protection
Privacy extensions (e.g., aggressive ad blockers)
Try temporarily disabling them and reattempting the webcast.
If the issue continues after trying the steps above, please contact our support team and include:
Course number
The name of the webcast
The approximate time it failed
A screenshot of the error
Whether it worked on a mobile hotspot
Whether it worked in Incognito/Private mode
Our technical team may also ask for additional information from your browser.
This error is typically intermittent and temporary. In most cases, simply retrying the webcast resolves it.
If you experience it more than once, please let us know so we can investigate further.
Related Articles
Why is my passport not working?
If when registering for training you receive an error message when entering your passport details, please first contact your passport administrator to check you have the correct information. When you first register for a user account our admin team ...How to change the language for the audio
To change the language in your webcast, click the language box on the bottom right corner of the video player (as shown by the arrow). From the dropdown menu, select your preferred language. The video will then play in the chosen language.How to Change Your Email Address
If you need to update the email address associated with your account, our support team is happy to assist you and will be able to update it. To request an email address change, please contact our support desk by sending an email to: ...Translate language in subtitles within a course
If English is not your first language, then you will be pleased to know that our website is available in over 109 different languages using the Google Translation tool provided within your browser. For Chrome: Go to a webpage written in another ...Why am I not receiving emails?
Some emails may take a few minutes to arrive, so please allow 10 minutes, then check your spam or junk folder. We regularly do checks to ensure that our emails get through to you but sometimes your security is too strong. To ensure these emails come ...