What to do if you are having technical difficulties viewing the online video

The online on-demand video can be viewed on all devices including desktop computers, tablets and smart phones.

Playback Quality

The quality of the playback experience is largely dependent on how your ISP (Internet Service Provider) or mobile provider connects to the video playback servers. Keep in mind that your overall Internet speed can vary depending on many factors, including but not limited to: time of day, WiFi performance, other devices/ users utilizing your connection, and the strength of the signal provided by your ISP.

The following table shows the minimum speeds required for each playback quality:

Quality Required Minimum Bandwidth
360p 1 Mbps
720p 3 Mbps
1080p 7 Mbps
2k 12 Mbps
4k & Up 22 Mbps

Viewers can manually force a particular quality by selecting the gear icon in the lower right corner of the player. (This may result in frequent buffering if quality exceeds the bandwidth being provided by your ISP). A lower quality requires less bandwidth for the video to play.


Frequent buffering during playback

Frequent buffering can occur when the viewer’s Internet bandwidth does not support playback of the selected video quality. Try switching to “Auto” in the quality menu (the default), if available. If “Auto” is not available, switch to one of the lower quality options. If your video still fails to start, check your estimated bandwidth here.

Browser Error

Common browser errors can be easily resolved by either refreshing your browser or if that does not work by clicking your Control key and F5 key (located at the top of your keyboard) simultaneously.

Online Speed

The problem could be due to slow download speeds you’re receiving from your Internet provider. Initially please close your browser completely and then click the email link again. If the problem is not resolved you may need to re-start your computer.

If a re-start does not resolve the matter then undertake a speed test, but it’s important to note that the servers used in the speed test are different from those used by other services. The actual speeds being received by your device may differ. This is because speed tests are designed to ping the closest server to your location, while other servers may be further and more utilized.

As a best practice, we recommend avoiding Flash based speed tests and using trusted HTML5 tests like https://testmy.net/download to get a general estimate of the speeds you’re receiving from your Internet Provider. If you expect higher bandwidth than what’s being reported, we recommend getting in touch with your Internet Provider for more information.

Dropped frames during playback

Dropped frames can occur if your machine/device’s processing is unable to keep up with the video data that’s being transferred. If your system cannot process a higher quality of video, frames of video may be skipped, which can cause audio to become out of sync as well. This tends to happen most when multiple programs are running while viewing video. Try closing unused applications or browser tabs and/or update your browser and graphics card.

Continuing Issues

If the issue continues then you will need to log your playback experience to the video hosting company Vimeo using their debug tool, please follow these instructions:

  1. Open the video you’re having trouble with
  2. Press play and watch the video
  3. Once the issue occurs, press “d” on your keyboard to open the debug panel
  4. Click the blue “Copy Debug Key” button to obtain the unique ID associated with your playback session*
  5. Paste the entire ID into your support ticket and send it our way for analysis. (Note: The debug key will be comprised of random characters which will then be used to access playback information in our system)Screen_Shot_2018-04-13_at_4.49.49_PM.png

*If you aren’t seeing the option to copy a debug key, please make sure that your browser is not sending a “do not track” request.

In addition to the debug panel log, they’ll also need:

  • A detailed description of the problem you’re experiencing (e.g buffering or dropped frames)
  • Your results from this speed test (https://testmy.net/download)
  • The URL of the page where the videos are, including the email link (right click mouse on the link and copy hyperlink and then paste it in the contact form)

Once you’ve gathered this information, Contact Vimeo and they’ll look into your issue ASAP.

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