If you are having issues watching videos online, we’ll be happy to help. Please let us know the details with the report below.
We have a dedicated thread for reporting and discussing video issues
Online Player Technical Issue Report
We need to know some specific information in order to troubleshoot your issue:
- Give us a short summary of the problem you are experiencing with the Online Player. Quantifiable details are much more helpful than qualitative notes. (ex.: “X Page took 9 seconds to load” vs. “The page took a long time to load”)
- Is this a new issue that you are experiencing or has it been going on for a while? Is is happening consistently, more frequently than not, or infrequently?
Basic details we need:
- What Operating System are you using? (Mac, Windows, iOS, Android, etc.
- What Browser are you using? Which version is it? (Chrome, Internet Explorer 9, FireFox 18.0.1, etc)
- Is it happening in just one Browser or in multiple browsers? Please specify which browsers are being affected.
- Run a speed test and post the download speed results - we recommend http://www.speedtest.net/
- Who is your Internet Service Provider (ISP)?
This info helps us track down if it is a browser-specific issue and helps us in trying to replicate it on our end for further testing.
If you are having trouble with long loading time or choppy video playback, we need to know:
- Are you using the Native JW Player, Embedded Hulu Player or mobile browser player?
- Affected Show Title(s) - is it happening to a particular show, certain shows or everything that you have tried to watch? Please give us at least 1 example, so we can test it.
- Affected Episode(s) - is it happening to a particular episode, certain episodes or all episodes? Please give us at least 1 example, so we can test it.
- Affected Language Version - if the show is Dual Language, is it the dubbed, dubbed or both versions that are affected?
- Affected Video Format - is it the SD, HD or both versions that are affected?
- Is your Flash Player/Plugin up to date?