Troubleshooting Streaming Issues

If you experience playback problems, these steps resolve most issues for both web and app users.

💻 Web (Computer Browsers)

1. Open a supported browser and ensure it is up to date.
2. Clear your browser cache and refresh the page.
3. Try using a private or incognito window.
4. Manually lower the video quality if playback is choppy.
5. Switch to a different internet connection if possible.
6. Disable internet filtering or parental control devices if present.
7. On public or workplace networks, contact IT for access if playback is blocked.

📱 Apps (Mobile, TV, and Streaming Devices)

1. Log out of the app and log back in.
2. Restart your device.
3. Turn Wi-Fi off and back on, then reopen the app.
4. Check for app updates.
5. Uninstall and reinstall the app if needed.
6. Ensure your device OS meets requirements:
   • iOS: 12.0 or higher
   • Android: 5.0 or higher
7. Disable internet filtering or parental control devices if present.

⚡Internet Speed Guidelines (Reference)

Recommended minimum speeds for smooth playback:

• 240p: 500 kbps
• 360p: 1 Mbps
• 720p: 3 Mbps
• 1080p: 7 Mbps
• 2K: 12 Mbps
• 4K and higher: 22 Mbps

🛠️ Still Having Issues?

Contact support and include:

• Screenshot or screen recording showing the problem
• Browser name and version (web) or device model, OS version, and app version (apps)
• Video title if the issue is specific to a particular video