“Missing key missing key-pair-id query parameter or cookie value”
If you are seeing this error message when trying to watch a webcast
In most cases, simply closing the webcast and launching it again fixes the issue.
It is usually a temporary connection or authorisation hiccup between your browser and our webcast hosting service. Retrying often resolves it straight away.
Step 1 – Try This First (Usually Fixes It)
Close the webcast window or tab completely.
Go back to the LMS.
Launch the webcast again.
If it loads, you’re good to go.
If the Problem Continues
If the webcast still will 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.
Please try:
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 in to the LMS and try launching 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.
Still Not Working?
If the issue continues after trying the steps above, please contact our support team and include:
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
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.