Vidello playback issues can be caused by many factors. By doing simple troubleshooting steps, you may be able to fix the problem.
CLEAR BROWSER CACHE
Browsers speed up the process of loading your page by saving pieces of a site in a cache, and over time, it could cause problems. If you are having problems playing your video, it's always a good idea to clear out your browser cache first.
Here are the steps for each browser.
Chrome: Click Menu (3 dots) -> More Tools -> Clear Browsing Data -> selecet All Time -> Clear Data
Firefox: At the top right click menu button -> Options -> Privacy & Security -> scroll down to Cookies and Site Data -> click Clear Data -> scroll down to History -> click Clear History
Safari: Go to Preferences -> Privacy -> Remove All Browsing Data
Internet Explorer: click Settings (gear icon) at the top right -> Internet Options -> under Browsing History click Delete -> Delete
UPDATE YOUR BROWSER AND DEVICES
Make sure that your browser is up-to-date. Older versions may cause the player to load more slowly and may not support some features of the Vidello player.
It is also important to update your mobile devices, not only for security purposes but also for your device to support the latest features and functionality.
DISABLE BROWSER PLUGINS
Third party plugins are very helpful in providing additional functionality to your web browser. But sometimes, they may interfere in the operation of the VIDELLO player.
To test whether a plugin is in conflict, open your browser Incognito Mode or set to Private Browsing and play the video. If the video works in incognito/private mode, disable all your plugins. While enabling the plugin one at a time, see if the error returns. If it does, that means that plugin is causing the error and you may want to keep it disabled or just uninstall it altogether.
You can follow these guides on how to manage each browser plugins
TRY ANOTHER BROWSER
We recommend you use Google Chrome. If you're experiencing problems try switching to another browser. This way, you'll also know if the problem is with the browser.
RESTART YOUR INTERNET CONNECTION
Doing these simple steps can solve many connection problems
1. Unplug your router or modem from its power outlet (don’t just turn it off).
2. Wait 15-20 seconds, then plug it back in.
3. Allow the device at least 2 minutes to turn back on.
4. Make sure you have a secure connection.
CHECK YOUR INTERNET SPEED
To optimize viewer experience we made Vidello to select automatically the video quality according to the viewer's network connection. Usually, the highest qualities are used but if the connection is poor, the low ones are used instead.
At least 800 kbps is enough to play the videos in low quality, and 2 - 5Mbps for HD.
You can check your internet speed here. If you're having issues with your connection it is best to contact your Internet Provider
CONTACT VIDELLO SUPPORT
If the video is still not working after doing the steps above simply contact our support by opening a ticket HERE and clicking on Start Conversation at the top right.
We would appreciate if you could provide us with as much details as possible like the link to the page where the video is embedded, screenshots or screen recording of the problem, and the devices and browsers you are using.
We will be most happy to assist you and fix the problem ASAP!