Troubleshooting video playback

Steps to resolve issues with video playback

Symptoms

  1. Frequent buffering can occur when the Internet bandwidth available does not support playback.
  2. Failure to play can occur when when your device is not properly authenticated or experiences network issues.
  3. Video stuttering can occur if your device is unable to process the video data at the required rate. This can cause video frames to be skipped and/or audio to become out of sync.

Try these first

If you are experiencing video playback issues, please try the following:

All types of issues

  1. Try a different browser
  2. Try using an Incognito or Private browser tab
  3. Clear cache and cookies. If you need instructions how to do this, please refer to clear-my-cache.com
  4. Restart your computer
  5. Make sure your browser is up-to-date - check the what is my browser website - and confirm it says ‘Your web browser is up to date’
  6. If you are connected to the Internet over Wifi, confirm that you have a strong signal (at least -50 dBm) on an uncongested channel. If you are unsure how to do this, please consult with your local Technology representative.

Failure to play or stuttering video

  1. Perform a speed test using Fast.com. You will need at least 5Mbbps, ideally 10Mbps
  2. Disable any browser extensions, plugins, or add ons
  3. Close other browser tabs or applications - keeping too many applications open can make everything run slower, including video playback
  4. Disable/enable hardware acceleration - hardware acceleration makes resource-hungry operations run more efficiently, but sometimes doesn’t work well with older graphics cards. Try disabling or enabling this option within your browser settings
  5. Connect to your network using a cable rather than wireless
  6. Ensure that your graphics card drivers are up to date - your computer may be experiencing a graphics card driver issue that is interfering with video playback. Contact your computer manufacturer for help.

Reporting an issue to Digital Theatre+

Playback issues are the most difficult to address remotely.  When reporting an issue to Digital Theatre+ please include the following information:

  1. Provide an explanation the steps required to recreate the problem you are experiencing (the more detail, the quicker we can help)
  2. Provide the URLs that are presenting the issue
  3. Confirm that cache and cookies have been cleared
  4. Confirm that the computer has been restarted
  5. Confirm whether you are accessing Digital Theatre+ via EZProxy
  6. Provide the full error message that is displayed, if any
  7. Provide information about your Browser - please provide the full output of the Google Browser Info page
  8. Provide the information reported by your browser from the SameSite Cookie test page
  9. Provide a copy of all messages recorded by the browser and network console. If you need instructions how to do this, please refer to this guide

Reporting for complex issues not resolved by the above steps

Sometimes our support team needs to obtain additional information about the network requests that are generated by your web browser while an issue occurs.

To do this, we ask you to send us a HAR file that is recorded whilst the problem is experienced.

⚠️ Warning ⚠️

HAR files contain sensitive data, including (i) content of the pages you downloaded while recording, (ii) your cookies, which will allow anyone with the HAR file to impersonate your account, (iii) all the information that you submitted while recording: personal details, passwords, credit card numbers

What is a HAR file

HAR (HTTP Archive) is a file format used by several HTTP session tools to export the captured data. The format is basically a JSON object with a particular field distribution.

How to generate a HAR file

You can find instructions about how to create HAR file recordings using Internet Explorer/Edge, Firefox and Chrome on Google’s HAR Analyser website.

Request support from Digital Theatre+

Please refer to our support forms to get in touch.