Frequently Asked Questions

What are some basic troubleshooting steps?

 

Refresh your browser by hitting F5 or Ctrl + R. If this doesn't resolve your issue, move to next step.


Clear your browser's history, and then reload the web page. Didn't work? Proceed to next step.


Reboot your PC or device. Didn’t work? Proceed to next step.


Clear your browser's cache and cookies, restart your browser, and then navigate back to the page you were on. Didn’t work? Proceed to next step. 


Make sure the latest version of the Adobe Flash Player is installed on your PC when using browsers other than Google Chrome. Get it here.


 Local bandwidth on your computer or local network is shared between all open applications and the streaming player. Closing applications may reduce buffering. If you are running other bandwidth intensive programs you may want to close out of these as they could be taking away from your available bandwidth. 


If your computer is old, it may be too slow to play the stream regardless of what else it's doing. If you have other programs open, they may be using too much processor time and/or RAM of the streaming player to work properly.


 

Back to top
Why is there NO audio and NO video on the video player?

If your web browser is FireFox, check the browser security settings to ensure that audio and video have not been blocked.  See below for instructions.

Autoplay site settings list

Your autoplay settings list will show any website permissions you have set that do not follow your default settings. To view or manage autoplay site settings:

Click the menu button Fx57Menu and select Preferences.

Select the Privacy & Security panel.

Scroll down to the Permissions section.

Find Autoplay and click the Settings... button.

Fx69Permissions-Autoplay

If Block Audio and Video is selected, click the dropdown and change it to Allow Audio and Video.

Click Save Settings

 

Back to top
What if there is video but NO audio?

The recommended browsers Make sure your speakers are turned on and your volume is not muted or set too low. Click on the speaker button located at the bottom right  corner of the video player to turn on and adjust the audio level.

In addition, ensure that the webpage has not been muted.  See below for steps to check/correct.

Chrome

Right mouse click on the webpage tab.  If you see Unmute Site this means that sound has been muted on the current webpage.  Left click to Unmute site.

Mute unmute tab

 

FireFox

Right mouse click on the webpage tab.  If you see Unmute Tab, this means that the sound has been muted on the current webpage.  Left click it to Unmute the tab.

 firefox unmute

Back to top
What is the best internet browser for viewing the live stream?

We recommend the Google Chrome browser.  Although other internet browsers do work to some degree of success (i.e. Internet Explorer, Firefox, Safari on a Mac), Google Chrome on both PC and Mac seems to work the best and keep the viewing experience quality high.  If you don't have that browser currently installed, you can download it here: Google Chrome.

Back to top
What are supported viewing devices?

Below is a list of supported devices, operating systems, and browsers.

PC 
Operating Systems:
Windows Vista
Windows 7
Windows 8, 8.1
Windows 10

Browsers
Internet Explorer 9 or higher (requires Adobe Flash)
*Google Chrome (Recommended)
Mozilla Firefox

Mac 
Operating System:
OS X 10.5 "Lion" or Higher

Browsers
Safari
Google Chrome
Mozilla Firefox

Mobile Devices
Apple iOS
iPhone, iPad and iPod touch running iOS 5 or higher
iPhone 5 or higher, iPad 2 or higher recommended
Android
Version 2.x - 3.x (requires legacy RTSP video delivery)
Version 4.x or higher for HLS delivery
 Note:  Most Android devices should work but this is not guaranteed
Other Devices
Roku
Chromecast
Back to top

You may not have a fast enough internet connection to reliably stream videos.  A download internet speed of 1.5 Mbps is our minimum recommendation. If you have over a 5 Mbps download internet speed that's even better. To test your internet connection speed, go to Speedtest.net and run a test.

Back to top
My video keeps buffering. What can I do?
 
Try lowering the video quality by clicking the cog wheel cog on the bottom right hand corner of the video player.
 
Buffering can also be caused by a weak internet connection. Try refreshing your browser by hitting F5 or Ctrl + R.  If using a wireless connection try changing to a PC that has a hardwired connection to the internet.
 
 
Back to top
Why does the stream keep stopping? Is there something wrong with the site?

Most likely you will experience that type of problem when your signal strength drops. This happens mostly to those using wireless connections and those on mobile devices. When this happens you can try closing your browser and reopening it. This is not a site issue. This type of problem happens on the end user's computer or mobile device. The problem results from how you connect to the site. If using a wireless connection try changing to a PC that has ahardwired connection to the internet.

Back to top
I've tried all these things but I'm still unable to view the live broadcast. What else can I do?

 

Although, it is our desire to fulfill the Lord’s commission of spreading the gospel in our community and beyond, we also understand that technology is ever changing and complex. Our volunteer staff strives to provide you with consistent and reliable service broadcasts. Again, this is a ministry and we appreciate your patience and prayers.

Back to top
How do I access additional settings for the video player?

Place your mouse over the video to see additional settings for the player. The Full Screen, Volume, Quality Selector, and Audio Only controls are indicated on the diagram below.

Screen Shot 2016 04 18 at 12.29.12 AM

Back to top
If I miss a broadcast or a service, how may I view or hear the service later?

 

You may view previous services by going to our website.  Select Multimedia and then Video On Demand.  In addition, DVDs and CDs of the services can be purchased at the church.

Back to top
Can I listen to just an audio version of the live broadcast?

Yes this is possible. Toggle between audio-video and audio-only during live broadcasts by clicking on the "Gear" icon on the bottom-right of the video player and clicking "Audio Only" stream.

Back to top