If you need immediate assistance, please email [email protected] or try the solutions below:

I’m not seeing any video?

If the player is not displaying video, try refreshing the page or switch to a lower quality setting. You will need a minimum of 500 kbps (0.50 mbps) download speed to watch smooth video on the lowest quality setting. If you continue to experience playback difficulties, make sure you have the latest version of Adobe Flash installed (if using desktops/laptops), that your web browser or device is up to date and that you have javascript enabled. For best playback and compatibility, we recommend using Google Chrome browser, although any other modern browser will work.

How do I increase the viewing quality to HD?

On a Laptop or Desktop:

Video quality is adjustable by clicking the “HD” button on the bottom row of the player. Select “720p” for HD resolution, “360p” for medium resolution or “270p” for lower resolution. A higher resolution setting will require a faster internet connection. Select “Auto” to have the player automatically choose a quality based on your connection speed or you may visit www.speedtest.net to determine your speed manually. Please refer to the guidelines below for determining if your connection is fast enough for a particular streaming quality setting.

On a Mobile Device or Tablet:

Adroid-based devices will default to 270p video. A higher resolution may be achieved by clicking on the “Quality Select” buttons beneath the player. If you are watching via a 3g or 4g cellular connection, or if you are using an older device, it is recommended to stay in the 270p setting for optimal playback. Please refer to the guidelines below for determining if your connection is fast enough for a particular streaming quality setting.
iOS-based devices will automatically load an appropriate video quality setting based on available bandwidth and may fluctuate to a different quality setting if network conditions change.
Internet Download Speed Requirements for Different Quality Settings:
720p = 3,000 kbps (3.00 mbps) or above
360p = 1,200 kbps (1.20 mbps) or above
270p = 500 kbps (0.50 mbps) or above
You may visit www.speedtest.net to determine your internet speed.

Tips for viewing on a mobile device or tablet:

At least 350 kbps download speed is required to view smooth video. While fast 3g or 4g cellular connections will work just fine, for best playback, try using a hi-speed WiFi connection. If video playback is constantly pausing or buffering, your internet speed is most likely not fast enough. In these instances, it is advised to attempt one of the following solutions:
1). Switch to the lowest quality setting (270p)
2). Switch to viewing on a laptop or desktop
3). Find a faster internet connection

Additional Tips for iOS Devices:

-You may need to hit the center “Play” button twice or refresh the page to load the player. Some versions of iOS will require you to refresh the page if you have paused the live video and would like to resume playback.
-Ensure that javascript is enabled for your browser or the video player may not load correctly.
-If you are viewing on an iOS device and are having trouble loading the default player, click here to load a compatible stream.

Additional Tips for Android, BlackBerry and Kindle Devices:

-Ensure that javascript is enabled for your browser or the video player may not load correctly.
-Some devices (especially Kindles) will fail to load audio the first time you load the stream. Try exiting and reloading the player.
-If you are viewing on an Android, BlackBerry or Kindle and are having trouble loading the default player, click here to load a compatible stream.