VIDEO PLAYER HELP

This page was last updated on: December 22 2016 10:43:25.

A number of factors can cause slow loading, buffering or choppy playback. These include issues with your Internet Service Provider (ISP), the number of users or devices connected, software or software configuration, your internet connection (wireless or ethernet cable), exceeding your data quota, or problems with the video itself.

Please refer to the appropriate section below if you are experiencing difficulty playing video.

Troubleshoot playing videos on your computer

Below are some frequently asked questions about video playback, and some troubleshooting tips to help fix problems.

  • What are the system requirements for playing videos on cbc.ca?

    CBC.ca videos should work on the following browsers:

    • Chrome 45+ desktop (Windows or Mac OS)
    • Safari 8+ desktop (Mac OS only)
    • Firefox 41+ desktop (Windows or Mac OS)
    • Internet Explorer 11+ desktop (Windows)

    JavaScript must be enabled to play videos on cbc.ca, you can visit supportdetails.com to verify that JavaScript is enabled in your browser.

    In some browsers, Adobe Flash is required to watch cbc.ca videos on the desktop. To ensure the best experience, using one of the supported browsers mentioned above please check that you have the latest version of Adobe Flash player enabled by either:

  • Video and audio are choppy or stuttering. What's going on?

    This is most likely an issue with your internet connection. You can try the following tips to improve your internet connectivity:

    • Make sure your internet usage isn't at capacity - check that someone else on your network isn't downloading a large file, and that you aren't running any bandwidth intensive applications (Skype, Outlook) while you are watching videos.
    • Check your computer for viruses, spyware or a hard drive that has reached its full capacity.
    • Clear your browser cache and cookies.
    • Ensure that your router isn't positioned near a cordless phone, microwave oven or other wireless devices which may cause interference. You may also consider moving your router to a new location to improve signal strength, it should be elevated off the floor and placed in a central location.
    • Try performing a speed test at www.speedtest.net. If your download speed is less than 10 Mb/s, your bandwidth is fairly limited. You may want to consider contacting your ISP for solutions to increase your connection speed.
  • The player stopped responding to mouse clicks. What should I do?

    If the player has become unresponsive, try refreshing your browser window.

Troubleshoot playing videos on your mobile device

Below are some frequently asked questions about video playback, and some troubleshooting tips to help fix problems.

  • What are the system requirements for playing videos on cbc.ca?

    CBC.ca videos should work on the following mobile devices:

    • iPhone iOS 8, 9
    • iPad iOS 8, 9
    • Android 4.1.1, 4.1.2 (via Samsung Galaxy 2 tablet)
    • Android 4.2, 4.3 (via Samsung Galaxy S3 phone and Chrome browser)
    • Android 4.4 (via Samsung Galaxy S4 phone and Chrome browser)
    • Android 5.0 - 5.1.1 (via Nexus 7 and 9 tablets)
    • Android 6.0 (via Nexus 6 phone)

    JavaScript must be enabled to play videos on cbc.ca, you can visit supportdetails.com to verify that JavaScript is enabled in your browser.

  • I am having trouble playing videos on my mobile browser - what can I do?

    If you are using a supported mobile device and are experiencing difficulty watching videos, or the player has stopped responding to touch events, try the following troubleshooting steps:

    • Reboot your device - low memory or other open applications may be interfering with playback so restarting can help resolve the problem.
    • Clear your browser's cache and cookies
    • Use a different browser - sometimes the default browser is not capable of playing video, so you can download an alternate mobile browser like Google Chrome.
    • Try a different network - try connecting to a wifi network if you are unable to play videos on your 3G/4G network.

The player says 'This content is unavailable'. What should I do?

Our distribution license for some content is restricted to certain regions. If you reside outside of Canada and are seeing this message it means that we are unfortunately prevented from distributing it to you.

On occasion, our video system will mistake a geographic location and block valid users from watching video. Usually these outages are brief, so it is suggested that you try again after a few minutes.

To verify that your IP address is being recognized as a Canadian address, please visit freegeoip.net.

Please note that cbc.ca does not work with anonymizers including VPN or proxy services. If you use this type of service, you will need to discontinue it in order to watch videos.

If you do not believe you are using this type of service, but are receiving a 'This content is unavailable' error please contact CBC Connects for assistance.

Can I use ad-blocking software?

Ad-blocking software can cause unpredictable behaviour during playback. For the best experience, we recommend turning off ad-blocking software.

I've tried the suggested fixes but I still need help.

Still stuck? Please visit supportdetails.com so you can provide your software details to our audience relations staff, then go to the Contact Us section at CBC Connects for assistance.