Why is my video playback low quality and freezing?
When a video plays in lower than expected quality, it’s likely because the viewer’s Internet speed (bandwidth) cannot support higher quality playback.
If your video is low quality and freezing most likely it is the Internet speed (bandwidth) cannot support higher quality playback.
We upload our videos to 1080p and set them to “Auto” mode. In “Auto” mode, the player switches between all available qualities to accommodate changes in the your Internet speed.
You can change the viewing mode by clicking on the gear icon in the lower right corner of the player and select a lower quality to view the video in.
Try 720p, or if on your cell try 360p until you get back into range of some solid powerful Internet. We are not in 4k yet, but hang around long enough and I am sure we will get there!
My video is buffering during playback.
Frequent buffering can happen when your Internet bandwidth (the speed) does not support playback of the selected video quality.
Here is what you can try to help reduce the buffering.
- Switch to one of the lower quality options by clicking on the gear button on the lower right corner of your player.
- Close extra browser tabs or other applications that may be using extra bandwidth
- If you’re using a VPN connection that’s masking your computer’s true geographic location, disable it
- Disable all extensions or plug-ins associated with your browser. (If that helps try re-enabling these one by one to isolate which one caused the issue.)
- Restart your router, browser, and computer.
My video is dropping frames during playback.
Dropped frames can occur if your machine/device’s processing is unable to keep up with the video data that’s being transferred. If your system cannot process a higher quality of video, frames of video may be skipped, which can cause audio to become out of sync as well. This tends to happen most when multiple programs are running while viewing video.
Try the following to reduce dropped frames during playback:
- Select the gear icon and choose a lower quality of video in the player menu
- Close extra browser tabs and applications (including anti-virus or other software that could be running in the background)
- Disable the hardware acceleration setting in your browser (Note: Hardware acceleration is required for 360 videos)
- Make sure you are using the latest version of your browser
- If you are using an older browser or system, make sure you have the latest version of Flash running on your computer.
- Update your computer’s graphics driver
- Reboot your computer