If you are having problems with video playback when logged in to your account please try the following options:
Option 1: Try a different browser
Sometimes browser settings can have an effect on video playback. The quickest way to see if your specific browser is the problem is to try another one.
Option 2: Clear your browser cache
Your browser has a folder in which certain items that have been downloaded are stored for future use (referred to as the browser cache). When visiting a webpage your browser checks if a copy of the files on the page is in its cache already. If so, it will save the visitor some downloading and make webpages load faster. Problems can arise if the website content has been updated and is no longer compatible with items in your cache which is why it’s a good habit to clear it every so often.
Full instructions on how to do this in every major browser can be found at www.refreshyourcache.com
Option 3: Disable hardware acceleration
If clearing the cache does not work then a browser setting called hardware acceleration could be the culprit, especially with older video cards ( over two-three years old ) but even newer cards can have this issue.
Try this solution depending on your browser.
Chrome
- Open your Chrome browser and type the following in the URL bar: chrome://flags
- Then, scroll down until you see the setting “Disable hard-ware accelerated video decode.”
- Look for the button that says “Enable” and click it so that it changes to “Disable.”
- Close all open browser windows
- Reopen the browser
- Return to the page you experienced the issue
- Reload the page
Firefox
- Click Tools in the top menu
- In newer versions of Firefox click the menu icon on the top right under the X
- Select Options
- Click Advanced tab
- Uncheck use hardware acceleration when available
- Close all open browser windows
- Reopen the browser
- Return to the page you experienced the issue
- Reload the page
Internet Explorer
- Click Tools in the top menu
- Select Internet Options
- Click Advanced tab
- Scroll to Accelerated graphics and check “Use software rendering instead of GPU”
- Restart your computer
- Reopen the browser
- Return to the page you experienced the issue
- Reload the page
Option 4: Contact Support
If you try all of these and still have a problem with video playback, email and be sure to include he following info so we can serve you faster.
- Tell us what type of device you are using (PC/Mac/iPad etc.)
- Tell the browser and version the problem occurred in
- To do this go to http://whichbrowser.net/
- Copy everything in the main screen and past it into your email to support.