When a video issue is reported to us, nine times out of ten we can't replicate the problem on our side. We will test the playback on all browsers, devices and operating systems. We use state-of-the-art video streaming technology, and find most problems are to do with the hardware/software you're using.
Also, we have optimised our videos to play best on the Chrome browser. This is by far the world's most popular, so we have made sure that we are fully compatible with their HTML5 player. We find some folks struggle if they're using Firefox or IE.
Right off the bat, there are a few things I'd suggest you try:
- Try switching between the HTML and Flash playback methods within any of the video players. This can be done by right-clicking on the player, and selecting the appropriate option from the contextual menu that appears. I'd be curious to know if the problem is specific to one of those methods.
- In Chrome, try clearing both cache/history and cookies -- does the problem persist afterwards?
Also, having you provide us with a What's My Browser link will be handy, as it'll list out all the details of your specific viewing environment. Please click the link above and send us back the short code that the website provides.
Could you please tell us if there are more videos that are causing this problem? If we have a list, it will help to track the problem.
And if you think it will help, please take a couple of screenshots if the problem persists. That way we can see what the videos show and what they don't, and what pages have the problem.
I will be forwarding this problem onto our video support guys, and they will need to know a few things to troubleshoot this.
What device are you using where the issue exists (smartphone, tablet, laptop, desktop computer etc...)?
What make is your device? (iPhone 6S, Samsung Galaxy 5, Macbook Pro, Dell 368 etc..)
What operating system are you using on your device?
What browser are you using?
What version of browser are you using?
Have you tried with other browsers?
If so, which ones?
Please list the specific pages that this problem is occurring on.
That's to see if it's a hardware/software problem you may be having locally.
What may also be affecting things is your internet connection. Could you please go to http://www.speedtest.net/ and click on the big green button that says "BEGIN TEST". Once the test has run, please tell us what your Download Speed is.
Please gather all this information and send it back to us at email@example.com
Your help with this is crucial for us to try solve the problem, so thank you for your patience and cooperation.