Playback problems: where to start

Start with the network

Check another app on the same device, then the screen’s connection. Avoid changing several settings together, which makes the result harder to interpret.

Describe the issue

Note model, player, version and exact message. Specify whether the issue affects the whole service or one source. Those details are more useful than a screenshot containing sensitive credentials.

Three things to remember

• Identify the exact model and player.
• Check price, duration and conditions before purchase.
• Never share sensitive credentials in a URL.