Knowledge Base: Resolving Buffering and Playback Issues Print

Knowledge Base: Resolving Buffering and Playback Issues

If your video is constantly pausing, buffering, or the quality looks poor, the problem is almost always related to your internet connection or device. Here are the most effective steps to troubleshoot streaming issues.

Step 1: Check Your Internet Connection

Our service requires a minimum of 5 Mbps for HD streaming.

1. Test Your Speed: Use a reliable online speed test (e.g., Google's speed test) to check your current download speed.

2. Restart Your Router/Modem: Unplug both your modem and your Wi-Fi router from power for 30 seconds. Plug the modem in first, wait 60 seconds, then plug the router back in. Wait 2-3 minutes for the network to fully restart. This is the single most common fix for poor performance.

3. Reduce Network Usage: If other devices (like computers downloading large files or gaming consoles) are using the network, temporarily disconnect them to free up bandwidth for your streaming device.

Step 2: Restart Your Device and App

A simple power cycle often resolves software conflicts:

1. Close the App: Fully exit the streaming application on your smart TV, phone, or computer (do not just minimize it).

2. Power Cycle Your Device: Turn the device off completely (do not use standby/sleep mode). Leave it off for 15 seconds.

3. Restart and Try Again: Turn the device back on and relaunch the streaming application.

Step 3: Check for Updates and Clear Data

Outdated software or excessive cached data can slow down playback:

1. Update Your App: Check your device’s app store (Google Play, Apple App Store, etc.) to ensure your streaming app is running the latest version.

2. Update Your Operating System (OS): Check your device's settings to ensure your TV, phone, or computer has the latest operating system updates installed.

3. Clear Browser/App Cache: If watching on a computer, clear your browser's cache and cookies. If watching on a dedicated device (like a smart TV), look for an option to "Clear Cache" or "Clear Data" in the device's settings menu for the application.

If issues persist after trying these steps, please contact our support team via the ticketing system, noting which steps you have already completed.