Troubleshooting On Time playback issues.

Many factors can influence video playback, including some that pertain to your computer or device. If you’re not getting the best viewing experience, you might want to try these simple fixes. We suggest making sure you're using the latest browser version, closing excess browser tabs or programs, disabling ad-blockers or other browser extensions that could block video, and clearing your browser cache if necessary. See detailed information below. Contact [email protected] if you have questions.

    • Update your browser
      Browser software is constantly being improved upon. Make sure you are using the latest version of your browser for peak performance. The latest version of each browser can be found here
    • Close excess browser tabs or applications
      Keeping too many applications open can make everything run slower, including video playback. Especially on a mobile device, it’s easy to forget which apps are running. Make sure that you completely close or disable apps instead of just minimizing their windows.

    • Clear your browser’s cache
      Although this may sound simple, refreshing your cache can help with many different issues, including playback. Learn more here
    • Disable any browser extensions, plugins, or add ons
      Third party programs can sometimes cause issues during playback— including blocked video segments, dropped frames, buffering, etc. If you're having trouble, try disabling any active extensions one-by-one to find the culprit. You can also open your video within an incognito or private window of your browser for testing.
    • Switch to “Auto” in the quality menu, if available
      Auto mode automatically adjusts to the best quality of video for your current Internet connection and processing speed. We recommend using this default setting to avoid buffering delays. (If “Auto” is not available, switch to one of the lower quality options.)
    • Check your bandwidth
      We require network speeds of 500 kbps or higher in order to stream our lowest playback quality (240p). You can use this speed test to get a general sense of your Internet speed during the time of the issue. Keep in mind that bandwidth can fluctuate, especially on Wifi or cellular networks.
    • Restart your router and modem
      Resetting your router or modem can help to refresh your connection and improve playback performance. Try disconnecting the power cord and then reconnecting to perform a hard reboot.
    • Disable/Enable Hardware acceleration
      Hardware acceleration makes resource-hungry operations run more efficiently, but sometimes doesn’t work well with older graphics cards. Try disabling or enabling this option within your browser settings.