Troubleshoot YouTube issues for live lessons

Why does it say the live lesson is restricted or unavailable?

Encounter Edu uses the YouTube Live platform to host its live lessons. YouTube Live is a robust and popular platform and YouTube is used by many schools to support teaching and learning.

For child safety online, schools are able to limit access to YouTube videos in a variety of ways. When a live lesson is showing as restricted or unavailable to watch at school, it is normally because of the school settings.

There are several settings that may be causing this to happen.

Troubleshooting #1 YouTube may be blocked by a school filter

If you see a message “The connection was reset” when trying to watch an Encounter Edu live lesson, your school will need to whitelist YouTube at your school ( on your school’s teacher accounts.

  1. You can test access by visiting any YouTube video on your school device/network.
  2. If you receive the message above, contact your IT administrator and ask them to allow access to YouTube.

Troubleshooting #2 YouTube may be restricted by your school

If you get a message that says, “Video unavailable. This video is restricted. Try signing in with a Google account.”, it may be that your school Google Workspace settings are restricting access to certain types of videos or channels.

  1. Log in to your Google Workspace (G Suite for Education) account, and navigate to the live lesson you wish to watch on Encounter Edu (or directly on Encounter Edu’s YouTube channel.
  2. Turn off restricted mode (at the bottom of the menu accessed by clicking on your profile icon).
  3. If you do not have access to changing these options, you will need to contact your IT administrator to support you.
  4. Settings can be changed back, if needed, after the end of the live lesson.

Further support can found at:

Google Classroom Support Configure YouTube restricted mode

LGfL has further advice on configuring YouTube access in schools

Troubleshooting #3 Ad blockers may be in place at your school

If you see a message that says, “Please try again later. (Playback ID:xxxxxx)”, this is most likely caused by ad blocker browser extensions.

  1. Either pause or disable these browser extensions like Adblock. These settings can be accessed via your browser settings and extension settings.
  2. You may need to ask your IT administrator for further assistance.

Workaround #1 Use a non-school device and network
  1. Some teachers have secondary devices for accessing certain educational content online that has been blocked by filters.
  2. Test access to a YouTube live stream by going to the YouTube Live homepage, and selecting one of the live streams to watch on your non-school device.
  3. If you are using this method, you will need to ensure that this is within the remit of the school’s IT and child safety policies.

Workaround #2 Watch on catch-up
  1. Encounter Edu does not mark live lesson YouTube videos as ‘Made for kids’ while they are live. This is to enable schools to be able to interact with the speaker via the live chat function.
  2. When live lessons are archived for catch-up viewing, the live lessons video are then marked as ‘Made for kids’.
  3. You can check whether you can see these archived videos by checking whether you can see this example live lesson on Encounter Edu.
  4. Changes to accessing these catch-up videos can be managed by a school using the tools described above.

Manage which YouTube videos can be shown at school:

Google Classroom Support Configure YouTube restricted mode

LGfL has further advice on configuring YouTube access in schools

Further support

Please contact Encounter Edu support for further assistance, using the live chat option in the bottom right of any of the pages on the Encounter Edu website.

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