Are you setting the % Viewed criteria at 100%? I had a similar issue and resolved it by setting it to 99%. 

@michgennarie We started at 100%, and did have a lot of issues with that, but we moved to 90% a year or so ago

@KyleITI Thank you.  There do appear to be some built in rules for Wistia that are not even documented on the Wistia site.  

1. The video must play in a dominant window or tab
2. You can raise the speed but you cannot fast forward
3. You cannot scrub the video (manually slide the play progress)

We have been dealing with this issue for close to a year now.  We’ve run our videos through handbrake to make them the exact specs that wistia requires, we made sure video completion criteria is set to 90% (as 100% definitely does not work), we’ve told customers about issues with VPN, the proper browsers to use, ad blockers, blocking cookies  etc. We’ve set wistia so that learners cannot change the speed of the video.  We did have a period of time where we were able to get this to replicate and TI was able to replicate it but then when digging in further to the system, which resulted in us being direct back to Wistia.  We are having several complaints about this per day and have difficulty replicating it.  We are also having learners be timed out while playing videos and when it times them out, even if they click they are still here, it refreshes and they lose progress and have to re-start several pages back from where they were in the course.  In addition, we have people getting stuck on pages that have audio only.  All of the time tracking in the system is inaccurate so we cannot even pinpoint the amount of time the learners are spending in the courses with this additional time spent replaying videos over and over.  All this to be said, we’ve tried every single recommendation given to us and we continue to struggle with videos intermittently -- as it doesn’t happen to every learner and it’s hard for us to replicate it.  

@Heather.Morton I do know that Wistia requires itself to be played in a dominant window.  If you leave that window, it stops counting progress.  It can be played back at any speed without issue we have found.  I personally never watch videos in real play speed.  Wistia website isn’t that helpful for metrics because you are embedding in a course, but you could try embedding with just the embed code and report from Wistia on time spent.  You would no longer be able to use as a completion criterion but you could adjust the page view time spent.  Hope this helps.

Thanks Charles..we will look into that.  One of the issues that we have with time spent on a page is that if you pause and come back you have to start over….this causes issues for our learners as well. We are in the process of getting rid of any pages with Audio on them (where we hold them on the page for the length of the audio) for this reason.