Troubleshooting Video Playback Issues

Black screen

• If maestro is being used for a mainstage video ensure that third party cookies are not blocked in the browser settings. See Enabling 3rd Party Cookies In Browser for details.

Stream is slow and buffering

• Ensure that the attendees internet speed is optimal for viewing. A steady connection will generally be between 3-10 Mbps download speed. The attendee may test their speed using https://www.speedtest.net/
• Make sure that the attendee is using a recommended browser. The latest versions of Google Chrome, Mozilla Firefox, and Microsoft Edge (current version based on chromium), Safari are recommended. 
• Ask the attendee if they are connected to the event through a VPN or company firewall. Disconnecting from a VPN can provide immediate improvement in a video stream. Whitelisting the event URL may also be required if the attendee is using a company computer. This request will need to  be sent from the attendee to their internal IT department.
• Clear the web browser cache and log back into the website.
• Ensure that the attendee is accessing the correct timeslot for the live stream they are accessing.
• If the video stream does not improve reach out to the event administrator in order to ensure no known disruptions are occuring from the broadcast teams side