Many factors can cause video playback issues, such as internet or device connection. If one of these notifications surface on screen, you may be experiencing a video playback issue:

  • An error has occurred.
  • Playback error. Tap to retry.
  • Connection to server lost.
  • This video is unavailable.
  • Something went wrong. Tap to Retry.
  • Media Error! Format(is) not supported or source(s) not found, please try again.

By troubleshooting your internet or device connection, your video may play without playback issues. Start by checking your internet speed, then check the steps for your device.

Troubleshoot internet and device connection

The quality of your home or mobile network can affect how smoothly our videos play, and whether videos play in HD. 
Check the bVOD video’s resolution and the recommended speed needed for the video to play. The table below shows the approximate speeds recommended to play each video resolution.
Video Resolution
Recommended sustained speed
  • 4K 35 Mbps
  • HD 1080p    10 Mbps
  • HD 720p 3.5 Mbps
  • SD 480p 3.1 Mbps
  • SD 360p 1.7 Mbps 
Try running an internet speed test to make sure your internet can sustain the video resolution you’ve chosen. You can also change the quality of your video to improve your experience.
Note: The actual speed that your device gets may vary from the number given when you run an 'internet speed test.' The difference can be due to numerous factors including: 

  • Wi-Fi performance
  • Time of day
  • How your ISP connects to bVOD 
  • How many devices are on your network: If there are a few devices on your network, then the connection is shared between them. Using numerous devices on the same network may reduce the speed that your device gets.
  • Try restarting your internet connection if the above suggestions don’t improve your connection.
  • Try to run a speedcheck

Troubleshoot audio issues

If you can’t hear any audio from a VOD on bVOD video, the volume button may be turned off, like this:

You can try some of the following troubleshooting steps:
  • Make sure the sound/volume is turned on for your browser or device.
  • Check your device’s sound settings.
  • Restart your browser or device.

Test your device

If everything is OK but the video don't play, you can try to play the video below:

(click to Image to play the video)

If it doesn't play, please try again and contact our support via E-mail