Troubleshooting tips for streaming videos that pause or lag or aren't playing at all:
Check your Internet Connection
If you are seeing slow loading times or seeing a "Loading..." message on your media, the most common cause is that your internet connection speed is not fast enough to support reliable playback.
To troubleshoot your internet connection:
- Check your internet speed using https://www.speedtest.net
- If your internet speed does not meet the minimum requirements (5 Mbps):
- Reset your internet connection. Try resetting your router and make sure you have a secure connection.
- Contact your internet provider.
Check your Browser
- Clear your browser cache by performing a "hard refresh." This is typically done by holding Shift and pressing Refresh or Reload. You may need to log out and log back in again of our website.
- Disable any browser extensions or plugins. The easiest way to test if a plugin is causing problems is to open the page in Incognito or Privacy mode. Every browser has a Privacy mode that disables any extensions or plugins automatically.
- Try a different browser. Sometimes playback issues area browser-specific. Switching browsers may give you more information or solve the problem. Our site works best with Chrome or Microsoft Edge.
Device Updates
Check for updates to your browser or device. If media 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 for mobile devices.
Other Things to Try
- If you are on corporate VPN, disconnect
- Try a different machine, or your mobile device
- Try it outside the office on a personal computer
If that still fails, please submit a request below to our helpdesk.