Trouble Shooting Guide
Check your connection Quality
Check your Internet Speed
Check your Network
Streaming video is very demanding regardless of your internet connection. Make sure that somebody in your household isn't streaming video from another provider such as YouTube or Netflix. Make sure that somebody isn't on a gaming network such at the Playstation Network or Xbox Live.
Check your browser
Check whether the video is working after trying each of these internet browser (e.g. Google Chrome, Firefox, Internet Explorer, or Safari) troubleshooting tips:
Refresh your browser window. On many browsers, you can press the F5 key or Command+R keys on your keyboard to reload the current page.
Close all other tabs and windows in your browser.
If you'd like the best video viewing experience, always upgrade to the most recent version of your browser.
Find out if your browser is updated
Go to whatbrowser.org and you’ll see what browser you are currently using.
If you see “This is the most current version,” your browser is already updated!
If you see “There is a newer version,” click the Update your browser button and download the newest version of your browser.
Update Adobe Flash player
Most streams or videos use the Adobe Flash Player, a plug-in for your web browser. Having the latest version of Adobe Flash Player ensures the best viewing experience.
Here’s how to upgrade to the latest version:
Check your Flash Player version
Download the latest version
Exit your browser once you’ve downloaded the file
Open the Adobe Flash Player Installer on your computer to complete the installation process
If you have any issues during the installation process, visit Adobe’s help page.
Click the toolbar icon
Click Show advanced settings.
In the Privacy section, click the Content Settings button.
Click the OK button to close the window.
Refresh your browser to update the settings.
Clear cache and cookies
How to clear cache and cookies
Review the instructions in the Google Chrome Help Center.
Windows Internet Explorer, Mozilla Firefox, Apple Safari or Opera
Review and follow the instructions provided by your browser:
Details and alternatives
Effect of clearing cache and cookies: Keep in mind that clearing your cache and cookies erases your settings for websites. Here are some examples:
If you opted to have sites remember your username and password, they will be cleared from your browser's memory when you clear cache and cookies, and you'll have to sign in again.
Websites might load a little slower because all of the images and content pieces have to be loaded from scratch.
Recommended first step: If you're seeing problems in how webpages are displayed in your browser, we suggest first using your browser’s incognito or private browsing mode to see if the problem you're seeing is caused by something other than cache or cookies.
Restart your home network
Here’s how to restart your home network:
Turn off your computer
Unplug your modem and your wireless router if it’s a separate device
Wait for about one minute
Plug in your modem and wait until no new indicator lights are blinking on. If you unplugged your router, plug it back in and wait until no new indicator lights are blinking on.
Turn on your computer and try playing your video
Connect your computer to your modem
Try plugging your computer directly into your modem or router with an ethernet cable, rather than connecting wirelessly. If this fixes the problem, reposition your modem or router, as interference or range issues may have caused the poor connectivity.
If you're connected directly to your modem and still can't play your video, you may want to check with your equipment provider to make sure your modem and Internet service are working properly.
Check your internet connectivity
If the above steps didn't help, try these tips to improve your internet connectivity:
Make sure your internet usage isn’t at capacity -- for example, someone on your home network is downloading a large file while you’re trying to watch video.
Check your computer for viruses, spyware or a hard drive that’s reached its full capacity.
Move your router to a new location to improve signal strength. Your router should be elevated off the floor (like on a bookshelf or desk), and placed in a central location in your home.
Move any cordless phones, microwave ovens, or other wireless devices away from your router. These devices often cause wireless interference.