Having trouble watching a video? Try some of these tips to correct playback issues.

Playback issues are bound to happen for some people. There are a lot of factors that influence video playback, so we’ve set forth some tips for ironing out the wrinkles on your own. The main factors to focus on are your browser, your network, and your device.

1. Clear Your Browser Cache

This step may seem simple, but it’s an amazing fix in a number of situations. Try clearing your browser’s cache and restarting your web browser. We always recommend this as the first step to troubleshooting playback issues.

• Chrome Chrome — > Clear Browsing Data or History — > Show Full History — > Clear Browsing Data … 
• Safari Preferences — > Privacy — -> Remove All Browsing Data
• Firefox History — > Clear recent history
• Internet Explorer Tools — > Internet Options — > Browsing History

You can also “hard refresh” a certain webpage to clear the cache for that single page. This is typically done by holding Shift and pressing refresh or reload.

2. Check for Updates to your Browser or Device

It’s always a good idea to keep your software up to date. If you’re on an older version of a browser or operating system, there may be a bug that has been fixed with a more recent update. If a video is failing to play or consistently stuck buffering/loading, make sure you’re using the most up-to-date version of your browser or operating system.

This is especially true on mobile devices, as the difference between versions can often have serious implications for certain functionality being supported or not. For example, iOS only started supported silent autoplay as of iOS10.

Your videos should play just fine in latest version of most major browsers. These include:

• Google Chrome (which auto-updates)
• Safari
• Firefox (which auto-updates)
• IE9, 10, 11
• Microsoft Edge

We do not support IE8 in conjunction with Windows XP (for security reasons), but IE8 should work fine on other Windows operating systems.

Also our videos will work on any browser that supports Adobe Flash and/or HTML5v (in the form of MP4 video with an h.264). Most of the internet defaults to HTML5 in most cases. If, however, you find that your player looks a little different, you’re probably viewing the Flash player.

The requirement for viewing Flash content is Flash Player 9 or greater, and a browser that supports Flash. To check which version of Flash you are running, head to their download page. To ensure the best playback, we typically recommend remaining up to date with your Flash version whenever possible.

3. Try a Different Browser

Sometimes different browsers can cause problems. While we support all major browsers, certain playback issues are specific to one browser or another. Switching browsers may help clear up a playback issue. For example if you’re using Firefox and your video doesn’t play, but things are all good in Chrome, let us know! We’ll be happy to dig deeper with you.

4. Check Your Internet Speed

Are you experiencing slow loading, or seeing a “Loading … ” message on your videos? The most common cause of this problem is that your internet connection speed is not fast enough to support video playback reliably. We recommend a connection speed of at least 5 megabits per second for an optimal experience with HD capability.

Check your internet speed. If you’re not up-to-par, contact your Internet provider. If so, let’s move on.

5. Reset Your Internet Connection

Just like uploading, internet connection can affect playback. Try resetting your router and make sure you have a secure connection.

Still having issues?

Sometimes even after trying all of the above, the video just won’t play. In that case, it’s time to call for backup — our team is here to help. To get the fastest possible assistance, provide us with as many details as you can:

• Fill out a contact form to Log a Problem Report, which is found by going here.
• If you’re on a mobile device, send us a link to your What’s My Browser info.
• Provide a description of the issue as it appears on your end. Are you able to watch some videos but not others?
• Tell us what device, operating system and browser you are using. (Example: MacBook Pro, MacOS High Sierra version 10.13.6), Chrome version 69)
• Include a link to the page where we can see the problem in action.
• Telling us where you’re located could help us pinpoint the issue faster.

All of this information will help us to narrow down where your issue is coming from. The more information you give us, the faster we can work to solve your problem.

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