Troubleshoot playback issues

If you encounter a problem with playback, there are some basic troubleshooting steps you should follow before contacting our support team.

A playback problem can include anything from intermittent playback to no playback at all. Sometimes the user will receive an error code. The error messages are generic and do not tell us anything specific, so if the problem persists after following these troubleshooting steps, our team will need to gather information to investigate.

Troubleshooting Steps:

• Restart your computer or device. Sometimes restarting the system can resolve issues.

• Verify the speed of your Internet connection. The lowest available video quality requires a minimum download speed of 600 kbps. You can check your speed here: https://www.bandwidthplace.com/.

• If you are viewing in an app, make sure it is up to date. You can go to the app store on your device and see if an app update is available.

• If you are accessing to DGN from a public place (e.g. restaurant, workplace, school, etc.), you may be behind a firewall and will not be able to view our videos unless an exception is created for our site on your network. Ask your IT department to help you with this issue.

• Reset the network connection. Disconnect power to your modem and router, then reconnect them so they will boot up and try to reload our application.

If none of the above steps work, you can contact us using the Contact Us button at the bottom of the page, which will redirect you to the support form. To help us speed up the processing of your request, you can go directly from the device you are using to view our content to https://www.whatsmybrowser.org/ and paste the generated link into the box at the bottom of the support form. That will give us helpful information about the device you are using.

Related articles: