Troubleshooting FAQ

A: Your browser is caching the page from a previous login attempt. To remedy this in the following browsers:

• Chrome, Firefox, Edge, Internet Explorer: While on the login page, press "Ctrl+Shift+Delete". Make sure "Browsing history, Cookies and other site data and Cached images and files" is selected and time range is "All time," then click "Clear data".
• Apple Safari: While on the login page, press "Ctrl+Shift+Delete". Make sure "Browsing history, Cookies and other site data and Cached images and files" is selected and time range is "All time," then click "Clear data".

Q: The video stream pauses, buffers or stops

A: Make sure you test your connection/system:

• Make sure your system has the minimum Viewing Requirements
• Run a speed test to ensure you have adaquete bandwidth to playback streaming video. Go to https://www.bandwidthplace.com/ and click the "Start" button. If the download speed is higher than 5Mbps, you have adaquete bandwidth to view the livestream.
• From the Support dropdown, select "Test Video". If you are able to see the test video stream without the same issue (pausing, buffering, or stopping) there is likely an issue with the live stream. Our technicians will know about this and will be working to remedy the issue.