Common Problems with playing Mediasite hosted videos on an off-campus computer include excessive buffering and pausing during the video playback. Here are some easy troubleshooting steps you can take:
Restart the Computer
As a first troubleshooting step, please try to restart your computer, phone or tablet, especially if it has been a while since you last restarted. Restarting can commonly help resolve issues.
Internet Connection Speed
If you are having issues with Mediasite video playback, the first thing to check is your internet connection speed.
You can use any number of online speed tests for your connection, but you should be looking for a download speed of 3-4mpbs at the minimum, and ideally more than 10mbps download speed.
Browser and System Updates
A common first troubleshooting step is to make sure you have the latest browser and OS update. Here are some step-by-step guides you can use to update your browser and OS.
- Chrome: https://support.google.com/chrome/answer/95414?co=GENIE.Platform%3DDesktop&hl=en
- Firefox: https://support.mozilla.org/en-US/kb/update-firefox-latest-release
- Safari: https://support.apple.com/en-us/HT204416
- Windows 10: https://support.microsoft.com/en-us/windows/update-windows-10-3c5ae7fc-9fb6-9af1-1984-b5e0412c556a
- Mac OS: https://support.apple.com/en-us/HT201541
- iOS (iPhone or iPad): https://support.apple.com/en-us/HT204204
- Android: https://support.google.com/android/answer/7680439?hl=en
- ChromeOS: https://support.google.com/chromebook/answer/177889?hl=en
Try a Different Browser
If you are experiencing issues with video playback we recommend that you try Google Chrome or Firefox on Windows 10 or Mac OS. If your problem doesn't occur with that combination, there may be an issue with your current browser setup.
Clear Cache and Cookies
Problems with video playback and sometimes be resolved by clearing your browser cache and/or cookies. Guides are listed below:
- Google Chrome: https://support.google.com/accounts/answer/32050?co=GENIE.Platform%3DDesktop&hl=en
- Firefox: https://support.mozilla.org/en-US/kb/how-clear-firefox-cache
Please note: Clearing your cookies will require you to re-login to any websites such as Facebook, Gmail, BOLT or others.
Get More Help
If none of the above troubleshooting steps helped and you are still experiencing issues with Mediasite video playback, please send us a message in the BOLT Support widget. We may ask you to provide information about your internet speed and the browser you are using.