Help Desk Guide: Troubleshooting Video Playback Issues
If you’re experiencing issues with video playback while streaming from our website various factors can affect playback, such as your internet connection, browser settings, or device software. Here’s a step-by-step guide to help you resolve these issues. Follow these steps in order, as many common playback problems can be fixed quickly and easily.
1. Restart Your Device
The first troubleshooting step is to restart your device. This can clear any temporary issues that might be affecting video playback.
On Mac (macOS):
Click the Apple menu in the top-left corner, then select Restart.
On iOS (iPhone/iPad):
Hold the power button, then slide to power off. Wait a few seconds, then hold the power button again to turn it back on.
2. Restart Your Modem or Wi-Fi Router
A weak or unstable internet connection can impact video quality and playback. Restarting your modem and Wi-Fi router can often resolve connectivity issues.
Steps for All Devices:
Unplug your modem and router from the power source, wait at least 30 seconds, then plug them back in. Wait a few minutes for the connection to re-establish before attempting to stream again.
3. Reset Network Settings (iOS only)
If you’re using an iPhone or iPad and suspect network issues, you can reset network settings, which will clear saved Wi-Fi networks, passwords, and connection settings.
On iOS:
Go to Settings > General > Reset > Reset Network Settings. Enter your passcode if prompted, and confirm.
4. Clear Site Data and Cache
Clearing your browser’s cache and site data can often fix playback problems by removing corrupted or outdated files.
Safari: Go to Safari > Preferences > Privacy > Manage Website Data. Search for the website you’re streaming from, select it, and click Remove.
Chrome: Open Settings > Privacy and Security > Clear Browsing Data. Select Cached images and files and Cookies and other site data, then click Clear Data.
Firefox: Open Settings > Privacy & Security > Cookies and Site Data. Click Clear Data, select both options, then click Clear.
Microsoft Edge: Go to Settings > Privacy, search, and services > Clear browsing data. Choose Cached images and files and Cookies and other site data, then click Clear Now.
Safari: Go to Settings > Safari > Clear History and Website Data.
Chrome: Open Chrome, tap the three dots > Settings > Privacy > Clear Browsing Data. Select Cookies, Site Data, and Cached Images and Files.
5. Update Your Browser
An outdated browser can lead to compatibility issues when streaming videos. Make sure you’re using the latest version of your browser.
On Mac:
Safari: Go to the Apple menu > System Preferences > Software Update. Safari updates are included in macOS updates.
Chrome: Click the three dots in the top-right corner > Help > About Google Chrome. If an update is available, Chrome will download and install it automatically.
Firefox: Open Firefox, click the Menu button > Help > About Firefox. Firefox will check for updates and install them automatically.
Microsoft Edge: Open Edge, go to Settings and More> Help and Feedback > About Microsoft Edge. Edge will automatically update.
On iOS (Safari, Chrome):
Safari: Update your iOS device to the latest software version by going to Settings > General > Software Update.
Chrome: Go to the App Store, search for Chrome, and tap Update if an update is available.
6. HDCP settings on TV:
Access your TV's settings menu to check if any HDCP options might be causing issues
7. Disable Ad Blockers and Other Extensions
Some browser extensions, especially ad blockers, can interfere with video playback. Disabling them temporarily may help resolve issues.
On Mac (in Safari, Chrome, Firefox, Edge):
Safari: Go to Safari > Preferences > Extensions. Uncheck any ad blockers or other extensions.
Chrome: Click the three dots > More Tools > Extensions. Toggle off any ad blockers or other extensions.
Firefox: Open the menu > Add-ons and themes > Extensions. Toggle off any ad blockers or other extensions.
Microsoft Edge: Open the menu > Extensions. Toggle off any ad blockers or other extensions.
On iOS: If you’re using Safari, ad blockers can be managed by going to Settings > Safari > Content Blockers. Toggle off any blockers you may have enabled.
8. Enable Protected Content and Check Content Decryption Settings
Some browsers require specific settings to enable streaming services and play protected content. Here’s how to check and update these settings in each browser:
On Chrome:
In Chrome, type chrome://components into the address bar and press Enter.
Look for Widevine Content Decryption Module and click Check for Update.
Next, go to Settings > Security and Privacy> Site settings.
Scroll down to Additional content settings > Protected content IDs.
Ensure that Sites can play protected content and Sites can use identifiers are selected.
On Firefox:
Type about: preferences#general in the address bar and press Enter.
Scroll down to Digital Rights Management (DRM) Content.
Ensure that Play DRM-controlled content is enabled.
On Safari:
Safari does not require any additional DRM settings for protected content, but ensure your browser is updated.
9. Try Creating a Free Account Temporarily
If you’re unable to create a full account after paying, try setting up a free account for the time being. This can often get you into the system, and any paid features should link once we resolve all the technical issues with the website.
10. Try a Different Browser: If the video still doesn’t play, try accessing the site on a different browser (e.g., if you’re using Safari, try Chrome or Firefox) to see if the issue is specific to your primary browser.
11. Open an Incognito or Private Browsing Window in Chrome, Firefox, and Safari
12. Lower the Video Quality: On some platforms, you can adjust the video quality to help reduce buffering on slower connections.
If you’re still experiencing issues, please fill out this form to help us assist you faster:
We hope this guide helps you get back to streaming smoothly!
