Troubleshooting on Web

If you're experiencing any playback issues while watching from a browser, below are some troubleshooting steps to help improve playback, or narrow down any issues you may be having.

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Troubleshooting Steps:

• Make sure your PC or Laptop has no pending system updates
• Close any unnecessary background applications

• Check Your Internet Connection

  A stable internet connection is essential for smooth viewing. Please try the following:

  • Ensure your internet connection is active and working by browsing other websites
  • Run a speed test to ensure your connection is fast enough for streaming. We recommend a minimum of 8 Mbps for HD streams
    • Check fast.com or speedtest.net for your download speed results

• Refresh the Stream

  Sometimes, simply refreshing the page or restarting the video can help resolve playback issues. Please try the following:

  • Refresh the browser tab where the stream is playing

• Update Your Browser

  An outdated browser can cause issues with video playback. Make sure you’re using the latest version:

  • For Chrome: Go to the three-dot menu > Help > About Google Chrome. It will automatically check for updates
  • For Firefox: Go to the three-line menu > Help > About Firefox.
  • For Microsoft Edge: Click on the three-dot menu > Help and feedback > About Microsoft Edge
  • For Safari: Go to the Apple menu > App Store > Updates tab, and make sure Safari is up to date

• Clear Cache and Cookies

  Over time, cache and cookies can affect video performance. Try clearing your browser’s cache and cookies:

  • In Chrome: Go to the three-dot menu > More Tools > Clear browsing data
  • In Firefox: Go to the three-line menu > Preferences > Privacy & Security > Clear History
  • In Microsoft Edge: Go to the three-dot menu > Settings > Privacy, search, and services > Choose what to clear
  • In Safari: Go to Safari > Preferences > Privacy > Manage Website Data, then click Remove All

• Switch to a Different Browser or Device

  Sometimes, switching to another browser or device can resolve playback issues:

  • Try using a different web browser (e.g., Chrome, Firefox, Safari, or Edge).
  • If possible, try watching on a different device (e.g., mobile phone, tablet, or another computer)

• Disable Browser Extensions

  Some browser extensions (like ad blockers, and VPN's) can interfere with video playback. Try disabling them temporarily to see if it resolves the issue:

  • Disable extensions one by one and reload the page to check if any are causing the issue

• Restart Your Device

  If none of the above steps help, try restarting your device to clear any temporary issues that might be affecting the stream.

• Try a Different Network

  If you're on a public or shared network (e.g., a coffee shop or office), it might be throttling your internet speed. Try switching to a different network if possible (e.g., your home Wi-Fi).

  
  

  If you’re still having trouble after trying these steps, please let us know the specific issue you’re encountering (e.g., buffering, no video, audio issues) and we’ll be happy to assist you further.

After trying the steps above, if you are still facing issues with playback on the website, please reach out to our Customer Service team. Go to CONTACTING VICTORY+ SUPPORT to learn which details we'll need to help resolve the problem for you ASAP!

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