Troubleshooting Common Issues
While the CLAYflicks video player is designed for a great viewing experiences across lots of devices and browsers, playback issues are bound to happen for some viewers. There are a lot of factors that influence video playback, so we’ve set forth some tips for ironing out the wrinkles on your own.
- Clear Your Browser Cache
- Check for Updates to your Browser or Device
- Try a Different Browser
- Check Your Internet Speed
Clear Your Browser Cache Back to top
This step may seem simple, but it’s an amazing fix in a number of situations. Try clearing your browser’s cache and restarting your web browser. We always recommend this as the first step to troubleshooting playback issues. If you are unsure of your browser, please go to https://www.whatsmybrowser.org/ and follow the steps below.
Google Chrome — > Clear Browsing Data or History — > Show Full History — > Clear Browsing Data …
Safari Preferences — > Privacy — > Remove All Browsing Data Firefox History — > Clear recent history
Internet Explorer Tools — > Internet Options — > Browsing History
You can also “hard refresh” a certain webpage to clear the cache for that single page. This is typically done by holding Shift and pressing refresh or reload.
Check for Updates to your Browser or Device Back to top
It’s always a good idea to keep your software up to date. If you’re on an older version of a browser or operating system, there may be a bug that has been fixed with a more recent update. If a video is failing to play or consistently stuck buffering/loading, make sure you’re using the most up-to-date version of your browser or OS. This is especially true on mobile devices, as the difference between versions can often have serious implications for certain functionality being supported or not. For example, iOS only started supported silent autoplay as of iOS10.
Try a Different Browser Back to top
Sometimes different browsers can cause problems. While we support all major browsers, certain playback issues are specific to one browser or another. Switching browsers may help clear up an issue, or at least give you a sense for whether a certain problem is more widespread. For example if you’re using Firefox and your video doesn’t play, but things are all good in Chrome, let us know! We’ll be happy to dig deeper with you.
Check Your Internet Speed Back to top
Are you experiencing slow loading, or seeing a “Loading … ” message on your videos? The most common cause of this problem is that the viewer’s Internet connection speed is not fast enough to support video playback reliably. While we take many steps to optimize the playback experience for each viewer, there are some minimum requirements (The minimum viable connection speed to stream our videos reliably is about 768 kilobits per second -- equal to .768 megabits per second. We recommend a connection speed of at least 5 megabits per second for an optimal experience with HD capability) for a smooth playback experience. Check your internet speed. If you’re not up-to-par, contact your Internet provider.