My video is stuttering, buffering or not playing correctly

There 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 supported by Microsoft and is also no longer supported for program playback. If you are unsure of what Internet browser you are using, you can check by visiting this link. If you are on Internet Explorer, we recommend you switch to Microsoft Edge

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.

1. Hover your mouse over the video player
2. Hover your mouse over the HD text at the bottom right of your video player
3. Select the lowest number listed to lock your video onto the least demanding video stream.
4. 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 HD button 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 to view 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.

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..

​If any video playback issue persists, please contact Support for further troubleshooting.