• Best of the Web
  • Best of York Region
  • Become a Video Contributor
  • Follow Us
    • Instagram
    • Facebook
    • Twitter
Login

Video Troubleshooting

Video playback isn't working, my player shows a black screen

It’s possible that an ad-blocker is interfering with the video player. Disable the ad-blocker and try again. If issues persist, please see the additional troubleshooting steps below.

The video player shows an error "Network Error" or "Decode Error"

This generally occurs when the live stream venue is having internet connectivity issues. Try refreshing the page in a few minutes to see if these issues have been resolved.

Additional troubleshooting steps

  1. Ensure you have a supported browser. View supported browsers
    Supported Browsers and Devices:
    • Windows - Internet Explorer 11 on Windows 10 only
    • Windows - Microsoft Edge (Version 38 or newer)
    • Windows - Chrome (Version 38 or newer)
    • Windows - Firefox (Version 36 or newer)
    • Mac - Safari (Version 8.2.5 or newer)
    • iPad - 2 and later (iOS9 or newer)
    • iPhone - 5 and later (iOS9 or newer)
    • Android - (Version 4.4 or newer)
  2. Check your internet speed to make sure your internet is fast enough for smooth playback. We recommend a minimum internet download speed of 1.5mbps for video-on-demand content and 4mbps for live event content. How fast is my internet?
    You can test your internet speed by using a service such as www.speedtest.net. If your download speed is slower, your viewing experience may be degraded. Please note that viewing a live video stream over a wireless connection can be unreliable.
  3. Disable ad-blockers or other browser extensions that may be interfering with the page.
  4. "Hard refresh" the page. This is done by pressing the "Ctrl-F5" keys on Windows or "Cmd-Shift-R" on Mac.
  5. Close all instances of your browser then relaunch the browser and try again.
  6. Clear your browser cache. You can find instructions for clearing your cache here.
  7. If problems persist, it may be a problem at the live stream venue. Please try again later.

Video playback is very slow

There could be a number of causes resulting in slow or interrupted video playback. In general, if you’re connecting over Wi-Fi and experiencing constant rebuffering or other issues during playback, try moving your router to another location and away from other devices that may cause electrical interference.

We recommend the following:

  • Move your wireless router to a more central location of your home.
  • Move your wireless router to an elevated surface such as a desk or on top of a bookshelf.
  • Clear clutter from the vicinity of your wireless router.
  • Best of the Web
  • Best of York Region
  • Become a Video Contributor
  • Follow Us
    • Instagram
    • Facebook
    • Twitter
  • Login
  • Video Troubleshooting
Where to Dine
Video Contributor
Focus on York
What She Said
Friday Feast
What She Said
Rob on the Road
You Gotta See This...
Feel Good Friday: Quarantine Puppy
Welcomed a dog into your family during quarantine, or are thinking about it? We spoke with dog trainer and owner of GTA KNINE, Adriano Russo.
Aug 21, 2020
Success after 50 for Newmarket Resident
I don't exempt myself from the category of those who have used the all too familiar excuse of, "I'm too old" in reference to some of my interests. Newmarket resident, Kira Braun has no time for this kind of logic. Most of her success as an opera singer has come for her north of the age of 50. Here's her story.
Jul 29, 2020
How to properly put on, take off and dispose of masks/face coverings and gloves during COVID-19
Good video from York Region Public Health about how to properly wear a mask.
Jul 10, 2020
© Copyright 2021 York 24/7. All Rights Reserved
Terms Of UseContact Us