On-Demand Troubleshooting

On-Demand Troubleshooting

Many factors can influence video playback, including some that pertain to your computer or device. If you’re not getting the best viewing experience, you might want to try these simple fixes.

Switch to “Auto” in the quality menu, if available.

Auto mode automatically adjusts to the best quality of video for your current Internet connection and processing speed. We recommend using this default setting to avoid buffering delays. (If “Auto” is not available, switch to one of the lower quality options.)

Check your bandwidth

We require network speeds of 1Mbps or higher in order to stream our lowest playback quality (360p). You can use a speed test like https://www.speedtest.net/ to get a general sense of your Internet speed during the time of the issue. Keep in mind that bandwidth can fluctuate, especially on Wi-Fi or cellular networks.

Disable any browser extensions, plugins, or add-ons

Third party programs can sometimes cause issues during playback— including blocked video segments, dropped frames, buffering, etc. If you're having trouble, try disabling any active extensions one-by-one to find the culprit. You can also open your video within an incognito or private window of your browser for testing.

Restart your router and modem

Resetting your router or modem can help to refresh your connection and improve playback performance. Try disconnecting the power cord and then reconnecting to perform a hard reboot.

Update your browser

Browser software is constantly being improved upon. Make sure you are using the latest version of your browser for peak performance. The latest version of each browser can be found here. - https://browsehappy.com/

Close excess browser tabs or applications

Keeping too many applications open can make everything run slower, including video playback. Especially on a mobile device, it’s easy to forget which apps are running. Make sure that you completely close or disable apps instead of just minimizing their windows.

Clear your browser’s cache

Although this may sound simple, refreshing your cache can help with many different issues, including playback. Learn more here. - https://www.refreshyourcache.com/en/home/

Disable/Enable Hardware acceleration

Hardware acceleration makes resource-hungry operations run more efficiently, but sometimes doesn’t work well with older graphics cards. Try disabling or enabling this option within your browser settings.

Only having trouble in Internet Explorer?

If you are viewing videos from an outdated version of Internet Explorer (IE 9, 8, etc) you’ll need to either update your instance of IE or switch to a different browser (like Edge, Chrome, or Firefox) to continue watching videos in the MK Pilates player. Please note that we only officially maintain support for Internet Explorer 11 and Edge.

Other things to look out for:

Enterprise settings. It’s possible your company or organisation is forcing certain restrictions upon software versions and website access for specific reasons. You may wish to contact your IT department to confirm.

Country Blocking Playback

Unfortunately, in some countries video and website content is blocked and inaccessible. If you are in one of these countries and have subscribed to On-Demand Classes or purchased a Workshop individually, you may see a blank area where a video should appear. If you believe this may be the case please contact us.