TROUBLESHOOTING TIPS

Issue: hearing an "echo", or the sound twice. This is typically because two browsers with the live stream are opened, so it is actually playing twice with a slight offset.

Solution: Close all browsers and re-open content by clicking on link once (to ensure it only opens once)

Issue: black box or missing video box (no video stream)
typical reason is trying to access through a network that does not allow streaming, or using ad-blocking/cookie-blocking software, or their browser isn't updated or doesn't allow flash

Solution #1: first try opening content in a different browser (meaning if trying through Firefox, then try through Chrome) - this fixes 90% of the time the issue
Solution #2: Disable all ad-blockers, cookie blockers, etc. Do not use Private Browsing/Incognito mode
Solution #3: if you are connecting through a VPN, disconnect from your VPN and try again
Solution #4: Try using a different network to access content (some work networks block the content)
Solution #5: try disconnecting your phone from the Wi-Fi, and try connecting through your smartphone

Issue: audio is coming in "stuttered" or video is stalling

Solution #1: try watching a lower bandwidth using the bandwidth selector at bottom right of player, their network is most likely slow
Solution #2: or, try on a different network
Solution #3: if you are connecting through a VPN, disconnect from your VPN and try again  

Issue: can see video, but no audio  

Solution: make sure both the volume in the player is located at the bottom left of the video box and the audio for their computer is turned on

Issue: Text chat box has a spinning circle, but cannot see chat

Solution #1: try in a different browser
Solution #2: the internet network being used is slow.  try disconnecting your smartphone from Wi-Fi, and connect using your phone

Solution #1: Make sure to click "play" (triangle button) on the video player to ensure the stream is not paused
Solution #2: Refresh the page
Solution #3: See solutions to point #3 

Solution #1: First try opening content in a different browser (meaning if trying through Firefox, then try through Chrome)
Solution #2: Disable all ad-blockers, cookie blockers, etc. Do not use Private Browsing/Incognito mode.
Solution #3: If you are connecting through a VPN, disconnect from your VPN and try again
Solution #4: Try using a different network to access content (some work networks block the content)
Solution #5: Try disconnecting your phone from the Wi-Fi, and try connecting through your smartphone

Solution: Click on the “Action Center” icon (lower right of the screen – Heart Icon) and click the arrow on the ”Chatroom” Icon  to launch the chat feature.

Operating System: Windows 7+, Android 4.4+, Apple Mac OS 10.10+, Apple iOS 10+.
Web Browser: Google Chrome 56+, Internet Explorer 11, Firefox 51+, Edge 15+, Safari 10+, Opera 43+.  
‍Mobile Browser: Chrome Mobile (latest version), Safari Mobile (latest version).
‍Internet Connection: Dedicated high speed connection of 1mbps or higher, 4G LTE for mobile.