Troubleshooting a skipping or lagging video

Here's a list of solutions for various devices that should help fix playback issues.

Any device:

  • Make sure you have a fast and stable internet connection. The following table shows the minimum speeds required for each playback quality: 
     
    Quality Required Minimum Bandwidth
    240p 500 kbps
    360p 1 Mbps
    720p 3 Mbps
    1080p 7 Mbps
    2K 12 Mbps
    4K & up 22 Mbps

Computer

  • Try clearing your browser's cache and restarting it. Please also make sure you are using the latest, up to date version of a supported browser:
  • Browser Operating System Version
    Google Chrome OSX, Windows, Android 69+ 
    Mozilla Firefox OSX, Windows 58+
    Safari OSX, iOS 10+
    Microsoft Edge Windows 15+
    Samsung Internet Android 5+
  • Disable any ad-blocking software, browser extensions and/or plugins + add ons as some of these are known to interfere with website functionality. Once done, close and re-open your browser and try visiting our website again.
  • Restart your wireless router or modem.

iOS (iPhone & iPad):

If you are having trouble within the web browser of the device, try these things:

Android:

  • Make sure you have a fast and stable internet connection with a download speed of at least 500kbps.
  • Restart the Android device.
  • Reboot your internet modem and/or wireless router.
  • Log out of the app, and log back in

Apple TV:

  • Make sure you have a fast and stable internet connection with a download speed of at least 500kbps.
  • Restart the Apple TV device.
  • Reboot your internet modem and/or wireless router.

Roku:

  • Make sure you have a fast and stable internet connection with a download speed of at least 500kbps.
  • Restart the Roku device.
  • Reboot your internet modem and/or wireless router.

Chromecast: 

  • Make sure your device and Chromecast are on the same wifi network.
  • Make sure you have a fast and stable internet connection with a download speed of at least 500kbps.
  • Unplug Chromecast and plug back in.
  • Restart your wireless router or modem.

Still need help? Contact VHX Support Contact VHX Support