Is your content available for offline use?

Medality’s content is available wherever you have a stable internet or cellular connection. Our cases are not available to download for offline use at this time.

I’m being asked to sign up or log in after watching 30 seconds of a video.

If you’re only able to watch the first 30 seconds of a video before seeing a prompt to sign up or log in, this usually means one of the following:

First, confirm that you are still logged in to your account. It’s possible to be logged out between sessions, especially if some time has passed or your browser data was cleared.

If you are logged in and continue to see this message, the video you’re trying to watch may not be included in your current membership.If you believe you should have access to this content or have questions about what’s included with your membership, please contact our support team at support@medality.com, and we’ll be happy to help.

Which browsers are compatible with Medality?

Medality works best on the following browsers:

• Google Chrome (preferred and recommended)
  
• Mozilla Firefox (recommended)

For the best experience, we recommend using the most up-to-date version of Chrome or Firefox. In some cases, Internet Explorer and Safari may not be fully compatible with our platform and may cause issues.

How do I reset my password?

To reset your password, please follow the steps below.

1. Click this link to reset your password here: https://medality.com/forgot-password/
2. Follow the instructions on the password reset email
3. Choose a password between 8-12 characters, using a combination of special characters and letters, with at least one capitalized letter
   1. If your password is not accepted, please add more characters OR shorten the password and use a jumbled mix of characters (example: Mlia9Mn99M!)
4. Once you reset your password, please use this link to log back into Medality: https://medality.com/login

If you are still having trouble resetting your password, please reach out to our support team here.

What are the Video Player Features and Shortcuts?

Video Player Features

Our video player is designed for a smooth learning experience. You can watch videos in continuous full-screen mode with auto-advance enabled, or use keyboard shortcuts to control playback quickly and easily.

Keyboard Shortcuts

• Spacebar – Play / pause
• Left arrow – Rewind 5 seconds
  Right arrow – Skip forward 5 seconds
• Up arrow – Increase volume by 10%
  Down arrow – Decrease volume by 10%
  M – Mute
• C – Toggle closed captions
• F – Enter full screen (press Esc to exit)

You can also hover over the controls in the video player to see tooltips with shortcut reminders.

How do I clear my browser’s cache & cookies?

Clearing your browser’s cache and cookies can help resolve login issues, loading problems, or unexpected behavior on the site.

We strongly recommend using Google Chrome on the most up-to-date version for the best performance and compatibility with our platform.

Recommended Browser: Google Chrome

For the best experience, please ensure you are:

• Using Google Chrome
• Running the latest version

Clear cache & cookies in Google Chrome:
https://support.google.com/chrome/answer/2392709

Update Google Chrome to the latest version:
https://support.google.com/chrome/answer/95414

Other Browsers

If you are using a different browser, follow the official instructions below.

Safari (Mac):
https://support.apple.com/guide/safari/clear-your-browsing-history-sfri47acf5d6/mac

Safari (iPhone / iPad):
https://support.apple.com/en-us/HT201265

Firefox:
https://support.mozilla.org/en-US/kb/clear-cookies-and-site-data-firefox

Microsoft Edge:
https://support.microsoft.com/help/4027947

After Clearing Cache & Cookies

Once completed, please:

1. Close all browser windows
2. Reopen your browser
3. Log back in and try again

Trouble with playback quality and video buffering/loading

Medality videos are hosted on Vimeo. Video playback quality depends largely on your internet connection and device performance. If a video plays at a lower quality, buffers frequently, or drops frames, it’s usually related to bandwidth limitations, device processing power, or browser settings.

Internet speed can fluctuate based on factors such as time of day, Wi-Fi strength, other devices on the network, and your internet service provider.

You can also check the Vimeo status page for any known, site-wide playback issues.

Basic Troubleshooting Steps

If you experience playback issues, try the following:

• Disable browser extensions or add-ons
  Extensions can interfere with video playback. Try disabling them or testing playback in an incognito/private browser window.
• Restart your router and modem
  Power cycling your equipment can refresh your connection and improve performance.
  Update your browser
  Make sure you are using the latest version of your browser for optimal playback.
• Close unused tabs or applications
  Too many open programs can slow down your device and impact video performance.
• Clear your browser cache
  Clearing cached data can resolve many playback and loading issues.
• Enable or disable hardware acceleration
  Hardware acceleration can improve performance, but may cause issues on older devices. Try toggling this setting in your browser.
  

Video Quality Settings

We recommend leaving the video player set to Auto. This allows the player to automatically adjust video quality based on your internet speed and device performance, helping to reduce buffering.

If Auto is not available, selecting a lower quality setting may improve playback.

Internet Speed Requirements

A minimum download speed of 500 kbps is required to stream videos at the lowest quality (240p). Speed tests can provide a general estimate of your connection, but results may vary depending on server location and network usage.

If speeds are consistently lower than expected, we recommend contacting your internet service provider for assistance.

Common Playback Issues

• Frequent buffering
  Usually caused by insufficient bandwidth. You can test your bandwidth by clicking here.  Try using Auto quality or switching to a lower resolution.
  
• Dropped frames or audio syncing issues
  Often occur when your device can’t keep up with video processing. Closing other applications, updating your browser, or updating your graphics card may help.

How do I use Medality’s case viewer?

Medality uses the InteleShare DICOM web viewer, which allows you to access images anywhere and with simple to use viewing tools for annotations. 

The 3.25.2.0 User Guide can be accessed by clicking here.  
To ensure you are accessing the most up-to-date InteleShare ProViewer User Guide, click here. You will need to log in and search ‘ProViewer’.