Errors can appear due to internet provider problems, too many connected users or devices, wrong configurations of your hard and software, lack of the internet connection or problems of the video itself.
In case of any problems make following steps:
- Try to open a test video. If it works normally, try lowering the quality of the video with problems;
- Refresh the page in the browser;
- Restart the browser;
- Restart the computer;
- Upgrade the browser to the latest version;
- Clear cache and delete cookies;
- Try watching the video in another browser or computer;
- Try replaying video in half an hour;
- Please see possible solutions below.
Ways of solutions for problems with video
Changing settings and browser upgrade
If the video does not work only in a specific browser, it means that the problem is in its settings. Please try following:
- Refresh the page. In most browsers, it is enough to press F5 or Command+R;
- Close any other windows and tabs.
If it is possible to upgrade your browser, please do it (you can check for an update at whatbrowser.org).
Clearing cache and deleting cookies
Instructions for Google Chrome, Firefox, Opera, Internet Explorer, on OS X
Please notice that all your web settings (for example, saved usernames and passwords) will also be deleted. Sites may open slower than all the graphics will load over again.
If after deleting cookies and clearing cache, web pages started to load with errors, start a page in incognito mode. If the problem persists, it means other causes of failures.
Restarting home network and internet connection verification
Restarting home network
- Turn the computer off;
- Unplug the modem and wireless router (in case it is a separate device);
- Wait for about a minute;
- Plug the modem in and wait until the illuminated lights stop blinking;
- If you have unplugged the router, plug it in and wait until the illuminated lights stop blinking;
- Turn the computer on and try watching the video.
If it did not work, check the internet connection:
- Check network capacity. If anyone in your network is downloading large files, network speed might get low;
- Check your computer for viruses and make sure there is enough space on the hard drive.
If the problem is connected to Linux/Ubuntu or Windows
In order for videos to be played on Ubuntu (or other Linux OS), you may need to install the following packages:
Firefox: gstreamer0.10-plugins-good и streamer0.10-ffmpeg
If you use non-Ubuntu Linux OS and package installation didn’t work, we recommend contacting Linux OS community for support.
Some versions of Windows do not have pre-installed codecs for video. If the video cannot be played or has problems playing, try installing the latest codec version.
If some features of the video player are unavailable
If you cannot change resolution or playback speed, go to https://html5test.com/ and check whether your browser supports H.264 codec. In case it doesn't, your browser will use Flash Player for video playback, which does not support some video player functions. If you use Windows XP, such problems might appear in Firefox and Opera browsers. To play videos in this OS, please use Google Chrome.
If you have tried everything above, and it still does not work properly
If you were unable to fix the problem, connect our support service. Please include the following information in order to get response sooner:
- Describe the problem (video cannot be played, the error message appears (write the text of the message), there is no sound, etc.);
- Give a link to the steps where error has occurred;
- OS (for example Win7, OS X, Ubuntu, iOS, Android, etc.);
- Browser name and version (for example, Google Chrome 45.0.2454.99 m);
- Device model for mobile devices;
- Whether the error occurs with 3G or Wi-Fi connection, or both;
- When you first came across this error;
- What you have already done to fix it;