If you’re experiencing playback issues such as skipping or lagging, follow the steps below to resolve the issue based on your device:
For Any Device:
Check Your Internet Connection:
Ensure you have a fast and stable internet connection. Sometimes you just need to unplug the device for 90 seconds, plug it back in and the problem is solved!
Refer to the table below for minimum speeds required for each playback quality:
Browser Troubleshooting (For Computer Users):
Clear your browser's cache and restart it.
Ensure you’re using the latest version of a supported browser.
Switch to a different internet or data connection if possible.
Manually lower the video playback quality.
Try using an Incognito or private browsing window to disable extensions and clear cookies.
If you use internet filtering devices (e.g., Disney Circle, Net Nanny), disable them temporarily, then restart your browser and try again.
Device Testing:
If possible, try accessing the video on a different device.
For Apps (iOS, Apple TV, Android, Roku):
Log out of the app and log back in.
Close the app, turn off Wi-Fi on your device, then turn it back on and reopen the app.
Restart your device and open the app again.
Check for app updates and install them if available.
Uninstall the app/streaming channel, then download and reinstall it.
Temporarily disable any internet filtering devices to rule out connectivity issues.
For Chromecast:
Ensure your device and Chromecast are connected to the same Wi-Fi network.
Verify a fast and stable internet connection with a download speed of at least 500kbps.
Unplug your Chromecast from the TV and power, wait 90 seconds, then plug it back in.
Restart your wireless router or modem.
Note: Built-in Chromecast functionality on TVs is not officially supported. While it may work, our player is not optimized for such devices, and we cannot provide troubleshooting for related issues.
Need Help?
If the above steps do not resolve the issue, visit our Help Center for more information or contact us at [email protected].