My video is stuck or has stopped playingIf your video has dropped audio or has stopped playing altogether, please try refreshing your entire viewer page by going to the Help tab in the viewer and clicking on the "Reload Viewer" text link to refresh the page and reload the program.
If you are unable to locate the Help tab on the video viewer page, please locate and click the Reload/Refresh icon on your web page. The reload/refresh icon is usually a clockwise turned arrow icon located near the web address on the web page.
If reloading the page, as shown above, does not resolve the issue, you may try closing your web browser entirely and reopening it and navigating back to the program, and relaunching the program.
My video playback is stuttering, buffering, or playing poorlyThere are a couple of main culprits that may cause streaming playback issues. We've found the following troubleshooting steps correct the vast majority of buffering or stuttering performance issues. Any option by itself may clear up the playback issues.
PLEASE NOTE that Internet Explorer is no longer a supported web browser. If you are attempting to view the video content using Internet Explorer, you will be required to switch to a current web browser such as Google Chrome, Microsoft Edge, or if you are on a Mac, Safari.
TEMPORARY VIDEO PLAYBACK ISSUE
If your video has stopped momentarily and this issue isn't occurring consistently, please try refreshing your entire viewer page by going to the Help tab in the viewer and clicking on the "Reload Viewer" text to refresh the page and reload the program.
If reloading the video doesn't seem to resolve the issue, here are some more suggestions:
CONSISTENT VIDEO PLAYBACK ISSUE
STEP #1: LOCK ONTO THE LEAST DEMANDING VIDEO STREAM
You may be having intermittent issues with your Internet connection. This solution will lock you into the lowest available video stream that may smooth out your video playback experience.
Hover your mouse over the video player.
Hover your mouse over the gear icon at the bottom right of your video player.
Select the lowest number listed to lock your video onto the least demanding video stream.
If video playback issues continue - move on to Step #2 below.
PLEASE NOTE: If you are on a Mac device and/or using Safari, the gear icon is not present. In order to lower the stream speed, you will need to switch to the Google Chrome browser.
STEP #2: SWITCH TO AN ALTERNATE INTERNET BROWSER
Your Internet cache in your browser may need to be cleaned/cleared out. If you are unsure about how to clear your browser cache, an alternate, easier and quicker option is to try switching to a different Internet browser to continue viewing the program. If you're on Microsoft Edge - try switching and viewing the program on the Google Chrome browser. Other popular browsers such as Opera and Firefox are compliant with program playback. Following this step resolves the vast majority of playback issues.
If any video playback issue persists, please contact Support for further troubleshooting.
