Here are tips for dealing with video playback problems.
Most playback problems go back to web browsers and how they cope with the large data streams needed for video. Here are a few things to try.
- Try letting the video buffer before you view it.
- Close other browser tabs and windows. This can make a huge difference!
- Make sure your browser is up to date.
- Switch to another browser to see if that helps.
Buffering is a way of preloading the videos you watch so that fluctuations in your Internet connection don't cause choppy playback.
When you play a video, a light gray bar will advance in front of the playhead, showing you how much of your video has been buffered. Your playback should be smooth as long as you're viewing your video within the light gray buffer region.
If you're experiencing choppy playback, pause the video, allow the video to buffer for a few moments, then try playing your video again!
Our video service supports Chrome, Safari, Firefox, Opera, and Internet Explorer. Whichever browser you prefer, please use the most up-to-date version available to ensure that everything on the site works smoothly.
Internet speed is the second most common cause for video playback problems. If the tips above have not helped, check the following.
Most residential cable and DSL connections should be more than adequate. Yet, there are some parts of the country where fast services are not available.
If HD feels slow to load, try turning off any background applications that could be using up bandwidth. Or push the play button in the player and then pause to let the video buffer before viewing.
Use the service at speedtest.net to test your connection. Run the test and note the download speed.
Speeds below 4 Mbps are usually too slow, between 4 and 6 Mbps marginal, above 6 Mbps good for SD and maybe HD.
This is exactly why we have a DOWNLOAD capability. Premium members, monthly or full-year subscribers, will see a "Video downloads" box under each video. Open that box. Select a resolution (hint: start with SD) and download. After the file downloads, find it and double-click to play locally.
Downloads are available to our Premium members with either monthly or full-year subscriptions. Free members and One-Week pass members can upgrade at the My Account page.
If NONE of the above helps, we can work with you to determine the cause of your problem. We've never failed in isolating the cause and finding a solution.
If you want to try this path, be prepared to answer a few questions and try alternative techniques. Start by telling us more about your computer, your browser, and your Internet connection speed. Run the test at speedtest.net and include the result for in the Internet Speed field of the contact form. Then, watch for mail from Bob Easton, my technical support guy.