If you are experiencing playback issues during a live stream, including freezing, buffering, error messages, or a blank screen, please try the following:
Clear your Cookies
Check your internet speed (you'll need at least 2Mbps download speed to enjoy the stream)
Make sure you are using one of our supported browsers listed below:
Internet Explorer
Safari
Firefox
Opera
Google Chrome
It keeps saying “Wrong Password”:
Check the live stream has actually started
Check you have the correct password
You may need to click “Watch” more than once
Try refreshing the page
Video keeps buffering:
The live stream is designed to play pretty much straight away, but a small amount needs to be loaded, or "buffered" first before play can begin. However, if your connection is slower than 2Mbps or drops below that speed because of problems with your internet connection, it may not be able to download enough of the stream to play.
No video player, there is just a blank space where the player should be:
Make sure you have the latest update(s) for your browser, or alternatively try a different browser.
Stream keeps buffering, looks choppy, laggy, stopping or pausing:
Check your computer resources
Disable or enable hardware acceleration
Disable any programs running in the background on your computer/tablet/phone
Black screen instead of a live video stream:
Try clicking in the video window and/or the play button if the stream does not auto-start
Disable or enable hardware acceleration
Watch at a lower quality
Check your computer resources
Check that the live stream content is not being blocked by a firewall or content filtering from your local network
Check that the live stream has actually started and is not running late etc.
Can't hear any audio:
Make sure the volume is up on the video player window
Check your browser hasn't muted all audio
Test and play some other sound from your computer to make sure there is no audio card issue
Try refreshing the page
Stream is playing back at a lower than expected frame rate:
Disable or enable hardware acceleration
Check your computer resources
Disable any programs running in the background on your computer/tablet/phone
The following tips are recommended for mobile viewing:
Do not use private browsing mode on Safari on iOS
Use Wi-Fi rather than 3G or 4G connection whenever possible
Make sure no other Apps are running in the background
Update your device to the latest IOS