Troubleshooting Streaming Video

Troubleshooting Streaming Video

Having trouble with streaming?

The following solutions are listed in order of probability of fixing your problem. Follow these recommendations, and most likely the issue will be resolved. If your issue is not resolved after following the guided help, please send us a Streaming Support Request describing your issue as best you can, and we'll do our best to resolve the issue quickly so that you can continue to watch the powerful services and sermons.

 

High-Speed Internet.

You must have a high-speed internet connection to view our live video stream. A DSL or Cable connection should work fine. Unfortunately, if you are on dial-up internet connection, you most likely will not be able to view the video stream. However, you may still be able to tune in. We have added an "audio only" streaming option for users with a slower internet connection. (More on the "audio only" option below).

Try a different stream type.

Below the media player on the streaming page there are two options, one for "video" and one for "audio only". If you find that the video stream is 'choppy', or just not loading at all, make sure you have tried all the other suggestions on this page. If the video stream is still not satisfactory, you can choose to just listen to the audio stream of the live service. This is much less data being streamed to your computer, since the stream no longer includes video. This should improve sound quality, as well as your streaming experience.

Restart your browser.

This is as easy as closing your browser window by clicking the "X", then reopening a browser window. You may want to clear your history, and/or clear your cache. Then retry viewing streaming video.

Try another browser.

If you have another browser installed on your computer, please try viewing the live stream in that browser. If you only have one browser installed, you can find free downloads of the four major browsers at the following links (in order of recommendation).
     Mozilla Firefox -- http://www.mozilla.com/en-US/firefox/
     Safari -- http://www.apple.com/safari/
     Google Chrome -- http://www.google.com/chrome
     Internet Explorer -- http://www.microsoft.com/downloads/results.aspx

Restart your computer.

If you still cannot see our live streaming video, try restarting your computer. Then try accessing our live page again.

Disable any anti-virus or security programs.

If you have anti-virus or other security programs running on your computer, they may be blocking our live stream. If you are familiar with your security program, then you may be able to change preferences to allow the stream from our site alone. If not, you may have to temporarily disable the program to watch streaming, and then enable it again after you are finished watching.

Wireless connections should become wired.

If you are connected to the internet wirelessly, try connecting directly into your router or cable modem. Connection speeds affect your viewing experience. If you connect directly to your router or cable modem your connection speed will improve, and possibly solve the issue.

Restart your router and/or your cable modem.

To reboot your router and your cable/DSL modem, first unplug your router's power source. Then, press the 'reset' button on the back of your modem. If there is no reset button, simply unplug it and wait 30 seconds to plug it in again. Wait for all of the lights to come back online. Finally, plug your router's power source back in.

If problem continues...

Try using another computer if you have one available to you.

 

If your issue still exists after completing these troubleshooting options, please send us a Streaming Support Request explaining your issue the best you can. We will work on your issue in the order it was received, and will try to resolve your issue as soon as possible.

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