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Troubleshoot Video Playback Issues
Troubleshoot Video Playback Issues

There are many factors that can cause playback issues, some of which may pertain to your device

Ronalyn L avatar
Written by Ronalyn L
Updated over a week ago

If you are not getting the best viewing experience on our website, you will want to try these simple fixes.

Clear your browser cache.

Clearing your browser cache can help to improve playback issues and ultimately enhance your browser performance. Click on your browser from the list below for information on how to clear the cache.

Update your browser.

Browsers are constantly being updated so ensure that you are using the latest browser version for the best performance. Click here to view your browser's version.

Close excess tabs/applications.

Having too many tabs and applications running will affect performance, especially on a mobile device. Closing all tabs/applications prior to streaming can minimize playback issues and overall enhance device performance.

Adjust the video quality.

Changing the video quality to auto should help to minimize playback issues. If this setting is already set to auto, try changing it to 1080p or 720p. Click here for instructions on how this can be achieved.

NOTE: If you are using a Roku Streaming Player, click here for instructions on how to change the display type/quality.

Check your internet speed/bandwidth.

Check your internet connection speed. You can check your overall internet speed here. If you do not have enough speed, you may need to increase your package with your internet service provider. We recommend the following bandwidth to stream content.

  • 18–25 Mbps: Ultra HD video (4K, HDR)

  • 10–18 Mbps: HD video

  • 1–10 Mbps: SD video

Keep in mind that bandwidth can fluctuate, especially on wifi or cellular networks.

Restart your modem and router

Restarting your modem/router can refresh your internet connection and improve playback performance. To perform a hard reboot, disconnect, then reconnect the power cord.

Disable browser extension/plugins/add-ons

Browser extensions/plugins/add-ons can sometimes cause playback issues, for example, dropped frames, buffering, blank screen, etc. You can try opening the video in an incognito/private browser window to see if that helps. For further testing, try disabling any active extensions/plugins/add-ons one by one. Each time you disable one extension, try to watch the video to see if the issue is resolved.

If the issue persists, please reach out to us, letting us know which of the above you have tried with your browser type and version so we can further investigate.

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