Sometimes you may encounter video playback issues on your computer. Some issues that you may experience could include a blank screen instead of a video playing, an error message and no video at all, or just a slow video playing or freezing at various points during the video playback.

If you do experience any video playback issues on your computer, please try these suggestions first before sending a support request.

TEST INTERNET SPEED
Videos streaming over the internet require a certain internet speed in order to function properly. We recommend no less than 35Mbps download speed to stream our content.

Here are 2 popular speed tests that you can use to determine how fast your internet is performing.

XFINITY SPEED TEST
https://speedtest.xfinity.com/

CENTURYLINK SPEED TEST
https://speedtest.centurylink.net/speedtest5.html

If you are getting lower speeds than what you would expect to have based on your internet plan, please contact your ISP to resolve the issue.

TRY A DIFFERENT INTERNET BROWSER
Try using a different internet browser to see if the videos will play correctly. You can use Internet Explorer, Google Chrome, Firefox or Brave. Doing this will help determine if it is the internet browser causing the issue, or something else.

IF USING GOOGLE CHROME, CLEAR THE CACHE
If you are using Google Chrome, try clearing the cache. This can often solve issues related to video playback.

Here’s our article on how to clear the Google Chrome cache:
https://support.jumpingturtle.com/articles/how-to-clear-google-chrome-cache/

TRY A DIFFERENT PC
Another thing to try would be using a different PC to access the videos. Or you can also try using the internet browser from your mobile device (not the app).

DISABLE AD BLOCKERS
If you are using an Ad Blocker (such as Ghostery) you may need to disable it in order to have videos function properly.

We use Vimeo as our content delivery network. An “Ad Blocker” could be blocking the domain of vimeo.com.

Disable any ad blockers or any other related browser toolbars or extensions to see if videos begin to play normally.

NETWORK SETTINGS
If video playback is still not functioning after trying all of the above suggestions, and as a last resort, you may want to try resetting your Home network settings. Please get assistance with this if you are not familiar with how to do it properly as you may disable your home network permanently.

Again, resetting your network should only be tried as a last resort.

NOTHING IS WORKING
If none of the above suggestions have worked, you may have issues with the computer on a larger scale. If this is the case, you would need to have a computer professional examine the computer for Malware, or other issues. We would not be able to provide any additional support.