Troubleshooting Video Issues
The quality of your live playback experience is largely dependent on the download speed from your Internet Service Provider (ISP) or mobile provider. Keep in mind that your overall Internet speed can vary depending on many factors, including but not limited to: time of day, wifi performance, other devices/users utilizing your connection, and the strength of the signal provided by your ISP.
Refresh the page
First try refreshing the page by using the refresh button in your browser or by choosing CTRL+SHIFT+R
Close excess browser tabs or applications
Keeping too many applications open can make everything run slower, including video playback. Make sure that you completely close or disable apps instead of just minimizing their windows.
Try a different browser
Depending on the browser you are currently using, try switching to Chrome or Microsoft Edge.
Restart your router and modem
Resetting your router or modem can help to refresh your connection and improve playback performance. Try disconnecting the power cord and then reconnecting to perform a hard reboot.
Check your bandwidth
We recommend download speeds of 3 Mbps or higher in order to stream the sessions. You can use
https://www.speedtest.net to get a general sense of your Internet speed during the time of the issue. Keep in mind that bandwidth can fluctuate, especially on wifi or cellular networks.
Try connecting your computer directly to your network
Wifi networks can have issues, especially if there are others in your office or home using the same network. For best performance, use a hard-wired connection.
- Check your computer and/or docking station for an Ethernet port. It looks similar to a phone jack but is wider and taller.
- Insert one end of the Ethernet cable into the Ethernet port on your computer or docking station.
- Insert the other end into one of the ports on your router or your modem.
Reboot
Reboot your computer (shut down and restart).
Clear your browser’s cache
Although this may sound simple, refreshing your cache can help with many different issues, including playback. For information on how to do this, try this link:
https://www.refreshyourcache.com/en/home
Disable any browser extensions, plugins, or add-ons
Third party programs can sometimes cause issues during playback— including blocked video segments, dropped frames, buffering, etc. If you're having trouble, try disabling any active extensions one-by-one to find the culprit. You can also open your video within an incognito or private window of your browser for testing.
