Troubleshooting Video Playback Issues

Fixing Playback Problems

If you are experiencing buffering, freezing, poor quality, or error messages during playback, follow these steps to resolve the issue.

Step 1: Check Your Internet Speed

Streaming requires a minimum internet speed depending on quality:

Quality	Minimum Speed	Recommended Speed
SD (480p)	1 Mbps	3 Mbps
HD (1080p)	5 Mbps	10 Mbps
4K Ultra HD	15 Mbps	25 Mbps

Run a speed test using any free online tool. If your speed is below recommended, try the steps below.

Step 2: Basic Fixes

• Restart the app or refresh the browser tab.
• Restart your device (phone, TV, laptop, or streaming stick).
• Restart your router and modem by unplugging them for 30 seconds.
• Connect via Ethernet cable instead of Wi-Fi for a more stable connection.
• Move closer to your Wi-Fi router if using a wireless connection.

Step 3: App-Specific Fixes

• Clear cache: Go to your device's app settings and clear the app's cache.
• Update the app: Ensure you are running the latest version.
• Reinstall the app: Uninstall and reinstall if issues persist after updating.

Step 4: Lower the Streaming Quality

In Playback Settings, reduce the streaming quality to match your internet speed. This prevents buffering on slower connections.

Still Not Working?

Note the error code displayed on screen (if any) and contact our support team. Error codes help us identify the issue faster.