Video Playback Issue Troubleshooting

Having playback issues with any of the videos?

This is rare, but we must be prepared… so we put together a few steps to help!

Here are a few quick and easy tips to help if…

– Video is freezing or skipping

– Video is not loading or playing

– Video is not buffering

– Video buffering is extremely slow


If you are getting a GREEN screen or choppy playback

1) Right click on the video.
2) Select Settings
2) You get these tabs: Display, Privacy, Local Storage, Microphone and Camera.
3) Under Display, UNCHECK the ‘Enable hardware acceleration’ checkbox.
4) Refresh.

-or-

CHROME WINDOWS USERS
1. Open a new tab and go to “chrome://flags”
2. Find “Disable hardware-accelerated video decode” and click “Enable”
3. Restart Chrome

FIREFOX WINDOWS USERS
1. Click the Firefox button at the top-right of the Menu bar
2. Go to the “Options” menu and then click “Options” again
3. Click the “Advanced” tab at the top, then “General” below that
4. Uncheck “Use hardware acceleration when available”
5. Click OK and restart Firefox


Step #1

TURN THE ‘HD’ MODE OFF

 On the bottom right corner of the screen you will see ‘HD’ written in blue letters.

(This means that the video is playing in HD.) – High Definition

HD_ON2

Click the blue HD button and it will turn to grey.

(This means that the video is playing in SD.) – Standard Definition

HD_OFF2

Some internet connections are not fast enough to support ‘HD’ streaming / playback.


Step #2

PAUSE VIDEO AND LET IT BUFFER

 If turning off ‘HD’ does not work, try pausing the video and letting it buffer for a while.

Wait 10 to 30 seconds and then press play again.

If video is still pausing, skipping or freezing, resort to step #3.


 Step #3

CLOSE ALL INTERNET BROWSER TABS THAT ARE

OPEN ON YOUR DEVICE OR COMPUTER

 (Having too many internet browser tabs open at once can often cause videos to have

playback issues.)

Close down all other internet tabs you have open and try playing the video again.


Step #4

CLOSE AND REOPEN INTERNET BROWSER

Close down your internet browser and reopen.

Try loading / playing the video again.

If none of the steps above help, check your internet connection / Network Preferences

and or call your internet provider.


***Other Tips and Tricks***

EXIT FULL SCREEN

(Videos watched in FULL SCREEN often take time to load.)

RESTART YOUR COMPUTER

(Whenever I get really frustrated with my computer, I just restart it and 9 out of 10 times

the problem disappears.)

***Is your computer running slow?***

CLOSE DOWN ANY OTHER PROGRAMS ON YOUR COMPUTER

(Heavier programs like iTunes, Spotify, Photoshop can use up a lot of RAM on your

computer and cause it to run slowly.)

Close all programs you have running.

Reopen your internet browser by itself.

Try loading / playing the video again.

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