Here are troubleshooting steps to take when you're unable to play content:
1. Lower the video bitrate:
Select the gear icon and change the video quality to a lower setting. See our Changing the video quality on a Web player article.
2. Does your browser needs to be updated? Here's how to check:
- Go to www.whatismybrowser.com for steps on how to check your browser version, and where it needs to be updated.
- If you updated your browser, refresh your window. On many browsers, you can press the F5 key or Command+R keys on your keyboard.
- Close all other tabs and windows in your browser.
3. Clear internet browser cookies and cache:
Cookies (files created by websites you’ve visited) and your browser’s cache (helps pages load faster) make it easier for you to browse the web.
Clearing the browser’s cookies and cache means that website settings (like usernames and passwords) will be deleted. Some sites might appear a little slower because they have to re-load again.
Tip: If web pages aren’t displaying correctly, you can try using your browser’s incognito or “private browsing” mode to see if the problem is caused by something other than cache or cookies.
4. Check your ISP Performance:
The Video Quality Report sheds a light on what kind of performance your Internet Service Provider (ISP) typically delivers, how various providers stack up in your area, and what other factors play a role in video performance.
Perform an internet connection test on their iOS app by going to Settings > Internet Connection Test. See Check the internet speed from FineCut app article.
5. Update your computer MAC/PC:
Click the Apple icon at the top left corner. Click on About This Mac. A pop up window will appear with various tabs at the top -- select Overview. Various system data will appear including the OS version. At the bottom right click on the Software Update button. This will take you to the Updates area of the App Store and will indicate if there are updates needed.
Your computer is up-to-date when you've installed the latest updates for Windows and your programs. To check for Windows updates, follow these steps:
Open Windows Update by clicking the Start button. In the search box, type Update, and then, in the list of results, click Windows Update.
In the left pane, click Check for updates, and then wait while Windows looks for the latest updates for your computer.
If any updates are found, click Install updates.
You might see both important and optional updates. If you don't see the Install updates button when there are only optional updates, click Optional updates available, choose the ones you want, and then click OK.
6. Enable JavaScrip
Launch your browser app
Press your device's Menu button
Exit and reload the site you were trying to access in Browser
On your device's home screen, tap Settings
Exit and reload the site you were trying to access in Safari