CNNgo Troubleshooting Instructions
There is possibly an issue validating your video pass or authenticated status. Please try the following in order to clear the error:

  • PC Users: Press control + F5 to refresh the page.
  • Mac Safari Users:
    • Press command + option + E to clear your cache.
    • Press command + R to refresh the page.
  • Mac Firefox or Chrome Users: Press command + shift + R to refresh the page.


For Mac and PC Users on all browsers except Google Chrome:
  • Right Click over the video Player
  • Select "Global Settings"
  • Click "Delete All..."
  • For Mac users: Select the check-box to "Delete all Audio and Video License Files"
  • Click "Delete Data"
  • Refresh the application
For Google Chrome users:
  • Go to Settings
  • Select "Show Advanced Settings"
  • Under Privacy click "Clear Browsing Data..."
  • Ensure the "Content Licenses" box is checked
  • Click "Clear browsing data"


Internet Explorer/Windows:
  • Open the settings dropdown (cog logo)
  • Open "Internet options"
  • Go to the "Privacy" tab
  • Below "Select a setting for the Internet zone" select "Default" as the privacy slider setting
  • Close the Internet options window by clicking "OK"
  • Reload the application and you should be able to login
Google Chrome Users:
  • Copy and paste chrome://settings/content into you browser address bar and hit enter
  • Ensure that "Allow local data to be set" is selected
  • Ensure that the "Block third party cookies and site data" is NOT checked
  • Reload the application in your browser and you should be able to log in successfully
Firefox on Mac:
Third-party cookie settings are available in the Preferences window's Privacy panel:
  • On the menu bar, click on the Firefox menu and select Preferences...
  • Select the Privacy panel
  • Set "Firefox will:" to "Use custom settings for history"
  • Set "Accept third-party cookies" to "Always"
  • Close the Preferences window
  • Reload the application and you should be able to login
Firefox on Windows:
  • Click on Firefox Menu in top left
  • Select "Options" in menu
  • Select "Privacy" from top menu of Options window
  • For "Firefox will:" dropdown, select "Use Custom Settings For History"
  • Check "Accept cookies from sites"
  • Next to "Accept third-party cookies", select either "Always"
  • Next to "Keep Until", select either "Ask me every time" or "they expire"
  • Close the Preferences window
  • Reload the application and you should be able to login
Safari on Mac:
  • Click on "Safari" in the top left corner
  • Select "Preferences"
  • Click on "Privacy"
  • Where it says "Cookies and website data:" select "Always allow"
  • Close Preferences
  • Quit Safari
  • Relaunch Safari and you should be able to login
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