Video is not playing properly

We're sorry to hear this, and this is unusual.  

While it should be streaming well on all browsers and all devices, in every country, we recommend using Google Chrome and resetting your cache.  The main factors to focus on are your browser, your network, and your device. 

Below are a few good points that should help you trouble-shoot and get the video playing well for you.  

Clear Your Browser Cache

This step may seem simple, but it’s an amazing fix in a number of situations. Try clearing your browser’s cache and restarting your web browser. We always recommend this as the first step to troubleshooting playback issues.

  • Chrome Chrome — > Clear Browsing Data or History — > Show Full History — > Clear Browsing Data … 
  • Safari Preferences — > Privacy — -> Remove All Browsing Data
  • Firefox History — > Clear recent history
  • Internet Explorer Tools — > Internet Options — > Browsing History

You can also “hard refresh” a certain webpage to clear the cache for that single page. This is typically done by holding  Shift and pressing refresh or reload.

Check for Updates to your Browser or Device

It’s always a good idea to keep your software up to date. If you’re on an older version of a browser or operating system, there may be a bug that has been fixed with a more recent update. If a video is failing to play or consistently stuck buffering/loading, make sure you’re using the most up-to-date version of your browser or OS.

This is especially true on mobile devices, as the difference between versions can often have serious implications for certain functionality being supported or not. For example, iOS only started supported silent autoplay as of iOS10.

Disable Browser Extensions or Plugins

Whether you’re using Extensions in Chrome or Safari, Firefox Addons, or any kind of browser plugin, these 3rd party programs can sometimes cause unexpected problems when watching videos. Some example issues include preventing video playback, subverting stats, or trying to download a video instead of play it.

The easiest way to test if a plugin is causing the problem: open an Incognito or Privacy browsing window. Every browser has some option for a “Private” mode which will disable any extensions/plugins automatically. If the problem goes away in that window, then it’s time to disable all your plugins and turn them back on one-by-one. As you re-enable each plugin, see if the problem returns. When it does, you know which plugin is causing the problem, and you will want to uninstall it, or set up an exception for pages with videos.

Here are some guides on managing plugins & addons for common browsers:

Try a Different Browser

Sometimes different browsers can cause problems. While we support all major browsers, certain playback issues are specific to one browser or another. Switching browsers may help clear up an issue, or at least give you a sense for whether a certain problem is more widespread. For example if you’re using Firefox and your video doesn’t play, but things are all good in Chrome, let us know! We’ll be happy to dig deeper with you.

Check Your Internet Speed

Are you (or your customers) experiencing slow loading, or seeing a “Loading … ” message on your videos? The most common cause of this problem is that the viewer’s Internet connection speed is not fast enough to support video playback reliably. While we take many steps to optimize the playback experience for each viewer, there are some minimum requirementsfor a smooth playback experience.

Check your internet speed. If you’re not up-to-par, contact your Internet provider. If so, let’s move on.

Reset Your Internet Connection

Just like uploading, internet connection can affect playback. Try resetting your router and make sure you have a secure connection. All set? It’s time to start investigating.

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