Help on the way…
For Your Video Playback Problems
Here is where you can get help Video playback problems: slowing, stopping, choppy
All the most common problems and solutions are listed below…
PROBLEM: I can watch videos online on other websites but when I watch yours…
All of the videos at R.E.I. Association™ are encoded using the latest available technology. And for a small percentage of viewers (less than one half of one percent), that technology conflicts with their computer. That’s a fancy way of saying that some software or drivers on your computer are likely out of date.
SOLUTION: So the very first thing you want to do is verify that the issue is specific to your computer. That means you’re going to try and watch the videos from a different computer (ideally on a different Internet connection too). You’ll almost always find that the videos play fine.
PROBLEM: The video looks crazy with blue or green spots everywhere or the video pixelates (parts become distorted) during playback.
SOLUTION: The video card drivers on your computer are out of date and you need to update them. It wouldn’t hurt to make sure you have the latest Flash and Windows updates too (yes, this problem never happens on Macs, only on Windows 7 or Windows Vista PC’s). Updating your video card drivers, Windows and Flash will typically fix the issue.
PROBLEM: The audio and video are not in synch
SOLUTION: Your computer doesn’t have enough resources to playback the video in real-time. Watching web video is very resource intensive for your computer. So give it a break; when watching web video you should only have one application open; your browser.
Close all the other stuff you don’t need open. Rebooting your computer wouldn’t hurt either. But if you have an older computer with a weak processor and not much memory, there’s not much you can do…your computer doesn’t have enough juice.
PROBLEM: When I watch a video it keeps pausing or I keep getting a buffering message.
SOLUTION: Your Internet connection is too slow. But before you scream “but I’ve got the world’s fastest Internet connection”, realize this; your Internet connection is never as fast as your provider promised (click here to test your current speed). And also realize that connection speeds can vary from moment to moment. But in a nutshell, just hit the pause button on the video player and wait for the video to completely download (the progress bar in the player will change color). Once it’s completely downloaded, you can watch without any buffering.
PROBLEM: The video doesn’t appear at all or only an empty box appears.
SOLUTION: Your version of Flash is out of date and you need to update it.
In some rare instances, you might even need to completely uninstall and re-install Flash. By the way, different browsers require separate installs of Flash, just so you know.
PROBLEM: The video stops playing at a certain point and no matter what I do I can’t make it play any further.
SOLUTION: Your browser’s cache is full. Empty your browser’s cache and watch the video again.
PROBLEM: When I try to watch your video, the screen darkens and a window pops up, but no video plays.
SOLUTION: Your browser is having issues with the video lightbox. Right-click on the video link and choose “open in new tab” or “open in new window” to bypass the lightbox effect.
PROBLEM: Your videos won’t play on my mobile device
SOLUTION: If you have an iPhone 4 or higher or an iPad, all of our videos will play for you just fine. For all other devices, most of our videos are 720p. And some mobile devices can’t handle 720p video (they only support smaller video sizes). So you need to check the specs for your device to see what dimensions it supports for video.
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