Streaming Video Technical Support
Streaming Video Technical Support
If you do not see/hear anything, or if the video plays "choppy" (starts and stops), or if you hear the audio but get a black or green screen for video, please consider some of the technical hardware and software issues below.
Please HELP NOW!!
I am on a Fast Internet Connection. My dog is in the ring right now. What can I do?
Download Google Chrome right away. Install it. Over 99% of the time you will be on the video stream without a hitch!
Just Make It Work NOW!!
I don't know what is wrong. The stream just won't play. I can't figure it out and I don't want to have to think about it.
OK, but for us to help you, we need to know the details about your setup. Please go to the link below and run the test program. When the test is completed, scroll down the page and enter your name, your location and your e-mail address into the form, then click the blue button to send the results to us by e-mail. Please also send us an e-mail (firstname.lastname@example.org) with a description of your problem.
The single most common reason that streaming video will not play correctly is that your local Internet Bandwidth connection is too slow! This is particularly true for public wifi connections at hotels or restaurants, and cell phone "hotspot" connections. Regardless of your connection type, the number of computers between yours and the streaming video servers, as well as the prevailing amount of Internet traffic, may affect your effective Internet download speed. This is particularly true for International guests.
If you are trying to view at a time of day when the Internet is "busy", or if you are logging on from overseas, your effective connection speed may be much slower, which will affect your ability to view the streaming video. The only solution is to try again later.
To test your local connection bandwidth, click this button.
Our streaming videos are best viewed on a 1.0 Mbps or higher connection speed. Look at the DOWNLOAD Bandwidth at the SpeedTest link above. If the number is less than 1.0 Mbps, you will likely have trouble getting the stream.
If the bandwidth test result shows a DOWNLOAD Bandwidth measured in "Kbps" or kilobits per second, you will NOT be able to receive the streaming video.
Slow Connection Solution
Streaming Video is best viewed over DSL, CABLE, Cellular 4G or Satellite service. Dial-up Internet service will NOT work. If your connection is too slow, you must relocate to another area, and to a faster connection, in order to receive the streaming video signal.
If you are trying to receive streaming video at work, please note that many businesses use a firewall to protect against viruses and unwanted Internet traffic. Some firewalls reject streaming video feeds. You may not be able to view the video stream from behind a firewall!
Video Plays Choppy
The second most common reason that streaming video will not play is because there is a computer software problem.
To profile your hardware and software setup, please go to the link below and run the test program. When the test is completed, scroll down the page and enter your name, your location and your e-mail address into the form, then click the blue button to send the results to us by e-mail. Please also send us an e-mail (email@example.com) with a description of your problem.
We strongly recommend using the Google Chrome Browser for either Mac or PC.
Chrome will properly display our content, especially the video streams, across all platforms. For best results use a version higher than 30.0. Safari (v8.0 or higher), Internet Explorer (v10.0 or higher) and Firefox (v42.0 or higher) will work too. Earlier versions may not.
Please use Chrome (always works), Firefox or Internet Explorer to enjoy this experience!
Dated March 01, 2018