Here's a list of solutions for various devices that should help fix playback issues.
Any device:
Make sure you have a fast and stable internet connection. The following table shows the minimum speeds required for each playback quality:
Quality | Required Minimum Bandwidth |
240p | 500 kbps |
360p | 1 Mbps |
720p | 3 Mbps |
1080p | 7 Mbps |
2K | 12 Mbps |
4K & up | 22 Mbps |
Try clearing your browser's cache and restarting it. Please also make sure you are using the latest, up to date version of a supported browser:
Browser | Operating System | Version |
Google Chrome | OSX, Windows, Android | 69+ |
Mozilla Firefox | OSX, Windows | 58+ |
Safari | OSX, iOS | 10+ |
Microsoft Edge | Windows | 15+ |
Samsung Internet | Android | 5+ |
Make sure you're on a fast, reliable internet connection. When a video plays in lower than expected quality, it’s likely because your Internet speed (bandwidth) or computer processing speed cannot support higher quality playback
If you can, try switching to a different internet or data connection.
Manually switch the quality of the video playback to a lower quality.
Try browsing in an Incognito or private browsing window. This will disable your extensions and clear your cache and cookies, which often improves performance.
If you have any internet filtering devices for your home (such as Disney Circle or Net Nanny), please turn these off as they can interfere with video playback or connectivity. Once done, close and re-open your browser and try visiting our website again.
If you have any other devices to try, sometimes that makes a difference.
Logout of the app and log back in.
Close the app, and turn off the Wi-Fi on your device. Turn Wi-Fi back on and open the app.
Restart your device and open the app.
Check if there is an update for the app
Try uninstalling the app entirely and downloading it again
Also, if you have any internet filtering devices for your home (such as Disney Circle or Net Nanny), please turn these off as they can cause issues with video playback or connectivity.
Search the Help Center to find answers or, if you're still having trouble, contact us.