To ensure the quality of your video playback, we host our videos on an industry-leading video platform to give your videos their best performance. This video platform rarely goes down – so in just about every case, if you find yourself having trouble playing a video, the issue is very likely on your end.

If your video is not playing correctly – not starting, stuttering, buffering, or pausing when you don’t want it to – the most likely culprit is weak internet connectivity. The ability for your video to play flawlessly is dependent on how fast your internet is, your WiFi signal strength, or your cellular signal strength, whichever you’re connected to at the time.

Here are some things you may be able to do to improve playback:

First, Try Refreshing the Page the Video is Supposed to Play On

All of our video content plays in a web browser (whether you’re on desktop or mobile). Find the symbol (that looks like the image below) at the top of your browser window and click/tap the symbol to refresh your page. This action will reload the page and perhaps fix the issue.

Video Stuttering? Change Your Screen Resolution

Screen resolution refers to how sharp and clear your video picture is. The higher the resolution, the better the picture. High resolution video quality requires the strongest internet signal to play properly. If your signal is weak (whether on WiFi or cellular), you'll want to lower the resolution to improve your video's performance.

Often times your screen resolution will be automatically set to “Auto” or “1080.” The 1080 setting is for the highest resolution (high definition) which requires the strongest signal strength. If your video is not playing properly, try reducing the screen resolution to 720 (or even lower). This will help the video play better if you’re dealing with a weak signal strength. After lowering your resolution, try playing your video again to see if this corrects the program.

How to Change Screen Resolution

Find the “gear” icon in your video as shown in the image below.

Now, using the example video below, click (or tap) the gear icon in the lower right to reveal the resolution settings menu. Try changing the lower resolution settings with your mouse (or tap if on mobile). 

Once you're clear on how to change resolution settings in a video, go back to the actual program video you've had playback issues with and lower the resolution setting of the video until it solves the playback issue.

Simply refreshing the page or lowering the screen resolution should be enough to fix your problem. If it persists, here are a few other things to try.

  • Try logging out of the website and quitting your browser window completely. Then relaunch our website and re-login to see if that fixes the playback issue.

  • If you’re on a computer, make sure you are connected to your internet directly or through your WiFi network. If you're watching on a mobile device, check your device to make sure you’re connected to your WiFi network for maximum performance. 

  • If you're trying to play your video on a phone or tablet via a cellular signal, a weak signal will likely cause playback issues. In which case, you may want to wait until you have access to a WiFi signal.

  • If you continue to have performance issues, you may want to simply wait awhile to see if your internet connectivity issue resolves itself. Occasionally, internet service providers (as well as the companies that host videos) have issues pushing content out at various times of time day depending on overall web traffic.

Still not playing? Perhaps clear your cache.

📌 The cache clearing processes described below is for computers only (not mobile).

If you’ve tried everything else, it may be worth a try to clear your browser cache.

As a quick explanation, browser cache is a process where your browser temporarily saves pages on your computer, to assist with helping you navigate your browser back and forth through pages more quickly. After awhile, the cache can really build up and needs to be cleared out now and then, or your web experience can become less than ideal. You know, like when a video won’t play properly. It’s kind of like refreshing your pages on steroids.

If you’d like to see if clearing your browser cache may fix your problem, click on one of the following browsers you are using to learn how to clear your cache.

(Note that when you clear cache, you’ll need to log back into any websites you may have had open that require a sign-in.)


How to clear cache in Chrome

How to clear cache in Firefox

How to clear cache in Microsoft Edge

How to clear cache in Internet Explorer 11

How to clear cache in Opera

Apple (Mac)

How to clear cache in Chrome

How to clear cache in Firefox

How to clear cache in Safari

How to clear cache in Opera

Did this answer your question?