Media: Troubleshoot Video Playback Issues


Many factors can influence video playback (the ability to stream media), including some that pertain to your computer or device. If you’re not getting the best video viewing experience, you might want to try these simple fixes.

Check your bandwidth

We require network speeds of 500 kbps or higher in order to stream our lowest playback quality (240p). You can use this speed test or Google's speed test to get a general sense of your Internet speed during the time of the issue (when submitting a ticket to the Steinhardt Helpdesk, please send the completed test link or a screenshot of the results). Keep in mind that bandwidth can fluctuate, especially on Wifi or cellular networks. 

Disable any browser extensions, plugins, or add ons

Third-party programs can sometimes cause issues during playback— including blocked video segments, dropped frames, buffering, etc. If you're having trouble, try disabling any active extensions one-by-one to find the culprit. You can also open your video within an incognito (Ctrl+ Shift + N to bring up a new incognito window in Chrome) or a private window (Ctrl + Shift+ P in Firefox, or File > New Private Window in Safari) of your browser for testing.

Restart your router and modem

Resetting your router or modem can help to refresh your connection and improve playback performance. Try disconnecting the power cord and then reconnecting to perform a hard reboot.

Update your browser

Browser software is constantly being improved upon. Make sure you are using the latest version of your browser for peak performance. The latest version of each browser can be found here

Close excess browser tabs or applications

Keeping too many applications open can make everything run slower, including video playback. Especially on a mobile device, it’s easy to forget which apps are running. Make sure that you completely close or disable apps instead of just minimizing their windows.

Clear your browser’s cache

Although this may sound simple, refreshing your cache can help with many different issues, including playback. Learn more here.

Install/update your Flash Player

Try updating or reinstalling Adobe Flash on your computer. Use these Adobe Flash Player instructions to do so.

Did this article not answer your question?

Submit a Request
back to top