If a roleplay won't start, gets stuck loading, or shows an error, the steps below resolve most cases.
Quick checks first
Use a supported browser. Yoodli works best in Chrome, Edge, and other Chromium-based browsers. Safari and Firefox have known limitations. If you are on an unsupported browser, switch to Chrome.
Check your microphone and camera permissions. Yoodli needs access to your microphone to run a roleplay. If your browser blocked permissions, click the lock icon in the address bar and allow microphone (and camera if using video).
Refresh the page. A simple reload fixes most transient loading issues.
Check your internet connection. Roleplays require a stable connection. Try loading another site to confirm you are online.
Browser troubleshooting steps
Clear your browser cache and cookies for yoodli.ai, then reload.
Disable browser extensions — ad blockers, privacy extensions, and VPNs can interfere with the audio/video connection Yoodli needs. Try in an incognito/private window with extensions disabled.
Try a different network. Firewalls or network proxies (common on corporate or school networks) can block the real-time audio stream. Try on a personal hotspot or home network to isolate this.
Device and hardware
Make sure no other application is actively using your microphone or camera (e.g., Zoom, Teams, another browser tab).
On Windows, check Privacy Settings to confirm your browser has microphone access.
On Mac, go to System Settings → Privacy & Security → Microphone and make sure your browser is listed and enabled.
Loading a roleplay from an LMS or web embed
If the roleplay is embedded in an LMS (e.g., via SCORM or LTI) or on a website via Web Embed:
Make sure the domain is on the allow-list in your Yoodli organization settings. If you see a "host not allowed" error, contact your org admin.
Pop-up blockers can prevent the Yoodli window from opening. Allow pop-ups from your LMS domain.
If launching from an LMS, confirm your account email matches what is provisioned in Yoodli — a mismatch can cause a sign-in loop that blocks the roleplay from loading.
Still not loading?
If none of the above resolves the issue, contact Yoodli support with the following information so we can investigate faster:
The URL of the roleplay you are trying to access
Your browser name and version
Your operating system
A screenshot or description of the error or loading state you see
Whether the issue happens on all networks or only on a specific one