Use this troubleshooter step for general site-related issues or comments.
If your issue relates to the video player, please refer to the previous troubleshooter list by clicking the << Back button and selecting "I have a video player issue".
If your issue is not related to general site issues, please click the << Back button and select a different category.
If you are reporting a site being down, please scroll all the way down to contact support.
Our administrative and creatives team have assembled our sites using the most modern technologies, methods of design and many in-house developments to make your browsing experience and navigation as forthcoming as possible. To adopt these latest technologies, we realized that not every individual can get the exact same experience out of the membership sites as others would. However, statistics have proven to us that 99.99% of users will have a fully-encompassing experience void of any issues.
Please follow these common best practices:
- If possible, install and use flash player.
We know, it sounds kind of silly of us to recommend flash (older tech) over HTML5 (newer tech), but the truth of the matter is that it is still the most widely-used delivery method that is supported by the most environments.
- Keep your browser up to date and fresh.
Since we rely on the most modern web technologies, it is imperative that your browser be up to date to properly support all types of programing and media delivery that we use. For best result, please ensure that cookie tracking is enabled and that you regularly clear your web cache (please refer to browser developer for instruction and/or support).
- Disable ALL browser addons.
(except flash, if flash player is your preferred method)
We all use plugins and addons to better experience the web as a whole, but its best to disable them all when visiting our member sites due tot he fact that we employed the most modern technologies and methods while assembling these sites. Some of which are still troublesome for upstart addon developers to content with. We constantly upgrade our methods for security reasons and to remain a strong contender in the eyes of the consumer... you. To make sure we deliver our product(s) to you at it's best, disable all your addons. If you chose to use flash as your method of playing videos, leave flash player ENABLED.
- If using flash player, ensure it is up to date and fresh.
This is probably the most important best-practice. Most web browsers update very often and many times, incompatibilities arise that Flash player must release updates for (and vice versa - a never-ending cycle) so it is important that you check flash player weekly to ensure it is up to date.
Clear flash player cache as often as every few days and when suspecting video player issues.
(right-click video player while it is playing, select "Global Settings" and click "Delete all" in the "Storage" tab)
- Keep your operating system and all drivers up to date and fresh.
Check for update weekly to ensure your operating system is up to date (refer to developer for instructions and support). It is also extremely important to keep all your cache under control. Many programs and operating systems leave a trail of log files, temp files, prefetch files, reports and even keeping extra copies of installers, so it's best to keep clearing all these types of files out. There are many tools within the operating systems to do this ut we recommend you download and install a program called CCleaner (opens in new window) to clear all your temporary files. As a bonus, it will also take care of your browser cache, flash player cache and many areas of your computer that you would normally not be able to easily access for cleaning. We cannot and will not provide support on how to use CCleaner but if you check every option and every tab, it's very self explanatory. We recommend you completely disable the "wipe free space" option as a first step. It slows the process significantly and can hurt some newer SSD drives.
- Keep your hardware up to date and maintained.
While it is true that you can pretty much surf the web on a wrist-watch these days, the technologies employed by media sites like ours tend to push the limits of even the coolest gadgets on the block from just a few years ago. We have no set system requirements, but we do suggest you have at least the following:
Windows Vista/7/8/8.1/10, Mac OSx or a modern Linux derivative
128MB dedicated video ram
5GB free HD space (for video and photo caching)
10mb/s download speed
For mobiles/tablets, we recommend a minimum of Android Kit-Kat or iOS 5 and minimum of a 3g network for basic streaming.
(Ours sites and video players may not support all features depending on environments and configurations of the mobile devices or tablets)
- Ensure your connection is transparent and sufficient.
Our sysop admin has configured the video streamer to automatically choose the best stream quality that your environment supports for real-time streaming. It factors in speeds, response time, packet loss and how many hops it takes to reach you. You can always directly choose the video stream quality but be aware that if you chose one that is above what your infrastructure can reasonably handle to provide a real-time stream, it will need to buffer. Some ISP's also throttle video streaming bandwidth. We are unable to control this. Also, believe it or not, some WIFI connections are giving you slower throughput than you think. Advertised WIFI throughput seems plenty, but its really not as fast and responsive enough for streaming full hd at the quality levels we provide as most would expect, especially if you are sharing the connection or have other things going on in your network.
If you need to contact our support team about any general site related issues, broken links, to report a site being down or need to report an issue that previous steps in this troubleshooter do not address, feel free to send us a message by clicking "Submit a request' at bottom of this article and a member of our support team will be happy to assist.