To get the fastest help, please follow these steps in order:
- Self-Service: First, please review our Troubleshooting (Quick Solutions) below. Most common issues can be resolved immediately with these steps.
- Group Administrator: If your issue is related to your account access or subscription, please contact your internal Group Administrator. To find the contact link, first expand the “Troubleshooting (Quick Solutions)” section below, then expand the item titled “Need More Help?” to find the contact details under the “For Account & Access Questions:“ heading.
- ANV Technical Support: If you have tried all troubleshooting steps and are still facing a technical platform issue, please use the contact form to reach our team. To find the form, first expand the “Troubleshooting (Quick Solutions)” section below , then expand the item titled “Need More Help?” , and look under the “For Technical Platform Issues” heading.
Troubleshooting (Quick Solutions)
First, please check that Caps Lock is not enabled on your keyboard. If you have forgotten your password, you can use the “Forgot Password?” link on the login page to reset it. A new password link will be sent to your registered email address.
Your access to the video galleries is managed by your organization’s administrator (Group Leader). It is likely that your account has not yet been assigned to the correct access group. Please contact your Group Leader directly to have them enable your access. You can find their contact information at the bottom of this page.
This can be caused by a few common issues. Please try these steps in order:
- Refresh the Page: The simplest solution is to reload the page in your browser. Press
F5(orCtrl+R/Cmd+R) and try to play the video again. - Check Ad Blockers: Browser extensions that block advertising (like AdBlock, uBlock Origin, etc.) can sometimes mistake the video player for an advertisement. Please try disabling your ad blocker for this website and refresh the page.
- Check VPN / Firewall: If you are on a corporate network or using a VPN, it may have strict security rules that block video streaming. Try disconnecting from the VPN temporarily to see if that resolves the issue.
- Try Another Browser: If you are using Chrome, try opening the page in Edge or Firefox (or vice versa) to see if the issue is specific to one browser.
This is almost always caused by a slow or unstable internet connection.
- Check Your Connection: Try visiting a speed-testing website to ensure your connection is stable.
- Adjust Video Quality: Our video player allows you to manually change the streaming quality. Click the gear icon (⚙️) in the bottom-right corner of the player and select a lower quality, such as
1080por720p.
For Account & Access Questions: For any questions related to your user account, subscription status, or which galleries you have permission to view, please contact your internal administrator: name[at]mailer[dot]com
(We recommend using the subject line: “ANV Platform Support Request”)
For Technical Platform Issues: If you have completed all the troubleshooting steps above and are still experiencing a technical problem with the ANV Platform (e.g., the website is broken, videos won’t play on any browser), please use the form below to contact our central support team.