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What do I do if my video starts buffering or freezes?

If you have problems with buffering (or your video freezes) that usually means your internet is not keeping up with the setting on the player that you have in watching the video.  

NOTE: If the video is part of a downloadable product, we always recommend downloading it to your device.  

 

Solution 1

Check your internet connectivity and speed according to the technical requirements of our videos.

 

Solution 2

Lower your resolution by clicking the gear icon in the player's lower-right corner (this helps load it faster) and select "Auto." It will optimize your internet speed to the video that is playing.  If that doesn't help put the slider on a lower number.

Our videos are provided in a higher resolution format (1080p and even 4K), which may require a higher bandwidth (internet speed) to stream without buffering or freezing. You might consider upgrading your internet service to allow for a faster connection. 

You can also modify the resolution to adjust to your internet speed.

You can manually force a particular quality by selecting the gear icon in the lower right corner of the player. (This may result in frequent buffering if the bandwidth does not meet the required minimum.)

 

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Try switching to “Auto” in the quality menu (the default), if available. If “Auto” is not available, switch to one of the lower-quality playback options. If your video still fails to start, check your estimated bandwidth for the network you're connected to. 

When it is in Auto mode, the player will switch between all available qualities to accommodate changes in the viewer’s Internet, processing speed, and player size. Auto mode automatically adjusts to the best quality of video for your current Internet connection and processing speed. We recommend using this default setting to avoid buffering delays. 

 

Solution 3

Sometimes your account can get corrupted, and you may need to fix it. Reboot your device and wait for a few seconds. 

 

Solution 4

The freezing and stuttering issues are also related to wrong or outdated graphic drivers, insufficient RAM, and Hardware or Software problems.

Here are some useful tips to solve freezing problems, although this may not be enough in some cases.

  • Keep your Antivirus updated and activated.
  • Update the audio and video drivers of your computer.
  • Check that your hardware is in good condition.

 

 

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