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buffering


There are a couple main culprits that may cause streaming playback issues. We've found the following troubleshooting steps correct the vast majority of buffering or stuttering performance issues. Any option by itself may clear up the playback issues. 


TEMPORARY VIDEO PLAYBACK ISSUE

If your video has stopped momentarily and this issue isn't occurring consistently, please click on the "Reload Video" button at the bottom left corner of your viewer. If a video playback issue consistently repeats - see below section.


CONSISTENT VIDEO PLAYBACK ISSUE

STEP #1: LOCK ONTO THE LEAST DEMANDING VIDEO STREAM

You may be having intermittent issue with your Internet connection. This solution will lock you onto the lowest video stream that may smooth out your video playback experience.

  1. Hover your mouse over the video player
  2. Hover your mouse over the HD text at the bottom right of your video player
  3. Select "180" to lock your video onto the least demanding video stream. 
  4. If video playback issues continue - move onto Step #2 below

STEP #2: ​SWITCH TO AN ALTERNATE INTERNET BROWSER

  1. Your Internet cache in your browser may need to be cleaned/cleared out. If you are unsure on how to clear your browser cache (see bottom of section for instructions), an alternate and quicker option is to try switching to a different browser to continue viewing the program. If you're on Internet Explorer - try switching to view the program on Google Chrome browser. Other popular browsers such as Opera and Firefox are compliant with program playback. Following this step resolves the vast majority of playback issues. 
  2. If video playback issues continue - move onto Step #3 below

 

STEP #3: INTERNET RELATED TROUBLES

  1. If you are watching on a WiFi connection, you may consider connecting to a hardwire Ethernet connection. Please note this may necessitate disabling your WiFi adapter to be fully switched onto the hardwire connection.
  2. In the Help tab in the viewer - there is a Speed Test link. If you click on this - it will the open the speed test in a small window where you can click on "Go" text to run a speed test. If the speed test takes longer than 1 minute to complete, is jerky or erratic or the DOWNLOAD results are under 2Mbps you may experiencing Internet related issues. Your ISP may be able to assist (Spectrum, AT&T, Comcast, Google Fiber e.g.) in troubleshooting your Internet connection.


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ADVANCED USERS (HOW TO CLEAR YOUR INTERNET BROWSER CACHE)
If you don't have an alternate internet browser installed on your computer and are on Windows laptop or desktop:

Tons of files that are automatically cached in your Internet browser can cause video playback issues. Let's clear them out. If you follow the below steps exactly - you will not remove any saved website passwords!

Google Chrome Browser 

  1. On your keyboard, hold down Control + Shift at the same time and then tap the "Delete" button on their keyboard
  2. Ensure ONLY "Cached Images and files" is checkboxed
  3. Ensure "the beginning of time" is selected"
  4. Click "Clear Browsing Data" button

Firefox Browser

  1. On your keyboard, hold down Control + Shift at the same time and then tap the "Delete" button on their keyboard
  2. Ensure ONLY "Cache" is checkboxed
  3. Everything else UNchecked
  4. Ensure Time range to clear is "Everything"
  5. Hit "Clear Now" button

Internet Explorer Browser 

  1. On your keyboard, hold down Control + Shift at the same time and then tap the "Delete" button on their keyboard
  2. Ensure "Preserve Favorites Website data" is checked
  3. Ensure "Temporary Internet files and website files" is checked
  4. Everything else UNchecked
  5. Click Delete

​If any video playback issue persists, please contact us at 877.602.9877 for additional troubleshooting!


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