Troubleshoot playback issues

If you encounter a playback issue, there are a few basic troubleshooting steps you should take before reaching out to our support team.

A playback issue could be anything from choppy playback, to no playback at all. Sometimes a user will be presented with an error code, most typically error “code -3.” Error messages like these are generic and do not tell us anything in particular, so if the issue is persistent after following these troubleshooting steps, our team will need to collect information in order to investigate. 

Troubleshooting Steps:

  • Restart your computer or device. Sometimes, restarting your system can resolve errors.
  • Check your internet speed. The lowest video quality requires a minimum download speed of 500kbps. You can test your speed here.
  • If you’re watching on an app, make sure your app is up to date. You can go to your device’s designated app store and check to see if there is an update for the app available.
  • If you’re accessing from a public place (e.g. school, workplace, etc.) you may be behind a firewall and won’t be able to view our videos unless an exception is made for our website in your network. Please ask your IT department for help with this.
  • Reset your network connection. Unplug the power to your modem and router, then plug it back in to let it power up and try loading our app again.

If none of the above steps worked, contact us to send the following so that we can take a closer look at the issue:

  1. A screenshot or screen recording of the video player showing the described behavior.
  2.  If you’re watching on the web, please provide details about the browser you’re using and the browser version. If you’re watching on an app, please provide details about the device’s model and make, as well as the software and app version.
  3. If the issue you're having is with a specific video, please include the title of the video in your response to enable us to test it.