Troubleshooting video playback issues

Experiencing issues with your workout video playback? We understand how frustrating this can be, especially when you're in the middle of a workout. Follow this step-by-step guide to address playback problems:

1. Manually Change the Video Quality:

If your video is buffering, freezing, or not playing smoothly, adjusting the video quality often resolves the issue immediately especially on slower or fluctuating internet connections.

How to change the video quality:

a. Start playing the video.

b. Click the gear icon (⚙️) in the video player.

c. Select Quality.

d. Instead of "Auto", choose a lower resolution (for example, 480p, 540p or 720p).

e. Resume playback.

Lowering the quality reduces the amount of data being streamed and can significantly improve playback performance.

If this doesn't solve the problem, proceed to #2 below:

2. Wait for the Video to Load:

If your workout video continues to buffer, first pause the video and wait for a few minutes. You should notice a grey bar and a blue bar on the video playback timeline. Once the grey bar moves ahead of the blue bar, try pressing play again.

If this doesn't solve the issue, proceed to #3 below:

3. Hard Refresh the Page:

If the video is still causing problems, it's time to perform a hard refresh. This can help eliminate any temporary glitches or cached data causing the video to freeze.

Here's how to perform the hard refresh:

a. Hold down the "Shift" key on your keyboard.

b. Click the refresh or reload button on your web browser (usually represented by a circular arrow icon).

If this doesn't solve the issue, proceed to #4 below:

4. Restart Your Computer:

If the hard refresh didn’t work, consider restarting your computer. This can often clear up any minor system glitches that might be affecting video playback.

If this doesn't solve the problem, proceed to #5 below:

5. Delete Temporary Browser Files:
   1. For Google Chrome:
      • Click the 3 dots (menu) in the top right corner.
      • Go to "More tools" > "Clear browsing data".
      • In the "Basic" tab, select "Cached images and files".
      • Click "Clear data".
   2. For Firefox:
      • Click the 3 lines (menu) in the top right corner.
      • Choose "Options".
      • Go to the "Privacy & Security" tab on the left.
      • In the "Cookies and Site Data" section, click "Clear Data".
      • Check "Cached Web Content" and click "Clear".
   3. For Safari:
      • Click "Safari" in the menu bar, then "Preferences".
      • Go to the "Advanced" tab.
      • Check "Show Develop menu in menu bar".
      • From the menu bar, select "Develop" and then "Empty Caches".
   4. For Microsoft Edge:
      • Click the 3 dots (menu) in the top right corner.
      • Select "Settings".
      • Under "Clear browsing data", click "Choose what to clear".

      • Check "Cached data and files" and click "Clear".

        
        

If this doesn't solve the problem, proceed to #6 below:

6. Contact Customer Support:

If you've tried the above steps and are still facing issues, don't hesitate to reach out to our customer support team. We're here to assist you!

We hope this guide helps resolve any video playback issues you're experiencing. Stay fit and enjoy your workout!