Video Playback Issues
Why is the video choppy or taking a long time to start on Epicentre.tv or in the Epicentre Mobile app?
Epicentre access through the Epicentre app works best over 4G and Wi-Fi networks. Slower networks or internet connection speeds can reduce the video quality available in Epicentre on tablet and mobile devices. Contact your ISP or mobile data provider if you suspect you are getting less bandwidth than you should.
My internet connection is much faster than the recommended minimum speeds. Why is my video choppy or low quality?
Epicentre features adaptive playback which dynamically adjusts the quality of the video stream you receive based on the speed of your connection. If your connection speed fluctuates (many factors can contribute to this such as network congestion during peak times and other devices sharing your connection) Epicentre detects this and lowers the quality of the video stream to ensure you can continue viewing the content without interruption.
If your video playback is still choppy this may be an issue with your smart device or computer's performance. Please try the following:
- Make sure your computer is up to date with the latest patches and your video card's drivers are current
- Disable hardware acceleration as it can cause choppy video playback
- Increase virtual memory as it can improve video playback
- Check your anti-virus or firewall settings to make sure they allow traffic from Epicentre
If you're unsure of how to do any of these things, please consult a qualified computer technician.
I adjusted the quality settings. Why is the video still choppy or low quality?
If you're experiencing choppy or low video quality with Epicentre.tv on your computer, please make sure to try accessing with different web browsers such as Firefox, Chrome, Safari, etc. If you have the same issues across multiple browsers, please see the following information for troubleshooting tips.
Typically, poor video quality will be related to one of the following things: Internet bandwidth, CPU utilization, or local software or network congestion (i.e. security app or content filtering/traffic shaping.)
Make sure you (or others on your network) are not downloading music, movies, or games while you are using Epicentre as these activities consume your bandwidth.
You will need a download speed of 5 Mbps or higher to watch streaming video with Epicentre at the highest available quality. You can use this free online tool to check your Internet connection's speed https://www.speedtest.net/
Despite having a fast Internet connection, Internet congestion can slow down the delivery of the stream, make it difficult for you to connect, or cause buffering. Often the interruption is temporary. If you repeatedly have problems connecting, please notify your ISP. There are often quick fixes they can make when they learn about your issue.
Closed networks, such as the ones found on school campuses, hotels, hospitals, businesses, etc., can cause connectivity issues with live streaming video if certain ports are blocked or restricted.
If your CPU is running at or above about 60%, you will likely encounter issues with sluggish or choppy video quality.
To check your CPU usage on a Windows computer, press the Ctrl+Alt+Del keys simultaneously and then select "Task Manager." Your current CPU usage percentage is displayed under the "Performance" tab.
To check your CPU usage on a Mac OSX computer, launch the Activity Monitor application. Your current CPU usage percentage is displayed under the CPU tab.
If you're experiencing high CPU utilization, close any unnecessary applications which will help save CPU resources. Also, please check your CPU utilization while the media player is running.
Local Software or Network Congestion
Try disabling any firewall, security applications, or antivirus software that is running. These applications (e.g., Avast, Norton, McAfee), can affect the video quality of streaming video applications like Epicentre.
Why is my video not playing?
Make sure you have pressed the play button for your video and wait a minute or two. If you still cannot play the video then your issue may be due to the following:
Low Memory - if your computer has less than the minimum 512 MB of memory or you are running many applications at the same time, close other applications before playing a video.
Low Bandwidth - it is required that you have either a Cable or DSL modem providing at least 750 kbps download speed. Contact your internet provider if you suspect you are getting less than this speed.
After I sign in and click on an event, I only get a spinning circle. What should I do?
If you're trying to watch a video and you're seeing a continuous loading circle or connection error within the video player, this can usually be resolved by signing out of Epicentre, clearing your web browser's cache, and relaunching the browser.
If you're unsure of how to clear your web browser's cache, please see the below links to instructions for the most commonly used browsers.
Chrome - https://support.google.com/chrome/answer/95582?hl=en
Firefox - https://support.mozilla.org/en-US/kb/how-clear-firefox-cache
Edge - https://privacy.microsoft.com/en-us/windows-10-microsoft-edge-and-privacy
Internet Explorer 11 - http://windows.microsoft.com/en-us/internet-explorer/manage-delete-browsing-history-internet-explorer#ie=ie-11
Internet Explorer 9 - http://windows.microsoft.com/en-us/windows7/how-to-delete-your-browsing-history-in-internet-explorer-9
Internet Explorer 7 & 8 - http://windows.microsoft.com/en-us/windows-vista/delete-temporary-internet-files
Safari - http://support.apple.com/kb/PH17191
I'm getting a message that my connection speed is insufficient for streaming video but I can still hear audio. What's going on?
If you receive this message in the Epicentre apps, your connection speed is not currently fast enough to support streaming video. The Epicentre apps will still play the audio portion of the stream so you can listen without interruption to the video or program you were viewing.