Troubleshoot Video Streaming

Many factors can cause Live Stream video streaming issues. By troubleshooting your internet or device connection, you may be able to get the stream working on your end.

If you’ve seen one of these notifications, you may be experiencing a video streaming issue:

• An error has occurred.

• Playback error. Tap to retry.

• Connection to server lost.

• This video is unavailable.

• Something went wrong. Tap to Retry.

• Player Error – Refresh the Player (Browser)

• Stream Not Available – Live Stream Hasn’t Started – be sure to push the play button when the event starts

Troubleshoot internet and device connection

You can play your Live Stream videos again by following the steps below for internet and device connections.

Internet speed

The quality of your home or mobile network can affect how smoothly Live Stream videos play, and whether videos play in HD.

The table below shows the approximate speeds recommended to play each video format. The actual speed that your device gets may vary from the number you see when you run an ‘Internet speed test.’

This difference is due to factors including WiFi performance, time of day, and how your ISP (internet service provider/cell phone carrier) connects to Live Stream.

If there are multiple devices on your network, then the connection is shared between them which may reduce the speed that your device gets.

Video Resolution Recommended sustained speed


20 – 50 mbps

HD 1080

15 – 45 mbps

HD 720

10 mpbs

SD 480

2 mbps

SD 360

1 mbps

Smart TVs, Chromecast, and game consoles

• Refresh the Browser app.

• Restart your device: hard restart (disconnect power and reconnect).

• For game consoles: Uninstall and reinstall the Live Stream app.

• Update your device’s firmware/system software.

Computer Android, iPhone & iPad

• If you have many browser tabs open, try to close most of them except the one you’re using for Live Stream.

• Restart your browser.

• Restart your router.

• Restart your computer.

• Update your browser to the latest version.

• Use Chrome.

Mobile Devices

• Restart your mobile browser.

• Restart your device.