Knowledgebase
Knowledgebase:
Amanda's Videos Not Loading, Media Could Not Load, Or Buffering Jumping Skipping Problems
Posted by Live Now Education G Support Team, Last modified by Live Now Education G Support Team on 03 July 2018 11:17 AM
If you find the videos in our program are not playing correctly or not loading, this might be caused by your internet speed and when there is a slow / weak internet connection, the videos will display a message saying 'The media could not be loaded, either because the server or network failed or because the format is not supported’.
To see what internet speeds you have, simply go to Google and type in 'Speed Test', then click the blue button that says 'Run Speed Test' which will start the download and upload test.
When the test is completed, take note of the download speed which is how fast data is sent from the internet to your computer and the higher the speed, the faster the data is sent, which makes streaming videos a lot smoother.
In order for the videos to play, you want to aim for at least 25 Mbps download speed and keep in mind you'll get different speeds at different times of the day depending on how much congestion there is. 
Therefore we suggest doing a few speed tests at different times to get an average, with the peak times between 5pm - 10pm usually the slowest speeds, which means you might have more problems trying to watch the videos at night when a lot of people are using the internet.
As we have thoroughly tested the videos and know they're playing fine with 25 Mbps plus download speeds, you might have to watch the videos at a different time, such as during the day or you can contact your ISP (Internet Service Provider) or check out their website internet plans to see what plans are available with higher download speeds, such as 50 Mbps or higher.
We realise it's frustrating when the videos won't play, however please understand that we have no control over internet connection speeds or congestion and therefore we appreciate your understanding with this.

Comments (0)
Post a new comment
 
 
Full Name:
Email:
Comments:
CAPTCHA Verification 
 
Please enter the text you see in the image into the textbox below (we use this to prevent automated submissions).