Test Your Internet Speed

When you experience this issue, immediately pause the video and visit http://www.speedtest.net — take note of your download and upload speeds (see attached screenshot).

Keep in mind, if you’re using wireless on your device, that the distance between your device and your wireless router can affect your internet speeds significantly.

Second, under every video in the library, you’ll see a link that says “Problem with this video?  Let us know here —>” (see attached screenshot).  

The form that will pop-up will allow you to describe the problem in detail.  If you think your internet speed is sufficient, but you're still having issues, use this box to let us know the upload / download speeds you got as a result from speedtest.net.  See example below:

“Behind the scenes”, using the form on the same page where the problem occurred is helpful because it will additionally / automatically report to us the exact video in question so we can check the encoding and do any other necessary tests on our end as well.

One other suggestion:  On any video, hover (desktop) or touch (other devices) to reveal a “gear” icon.  By default, this is set to automatically detect your speed and adjust, but sometimes it’s better to manually select a lower quality to ensure smoother playback.  To change the default from “Automatic” to another setting: choose a resolution from 360p to 720p on a desktop by clicking the gear, then clicking an option.  On a tablet or other device, touch the gear icon and (depending on tablet size) you may need to swipe right to reveal resolution options—then touch the video again to go back and try at that resolution (see below):