Video playback related problems and solutions

This section covers common problems related to video playback and the recommended solutions. Admin users - please go to trouble-shooting guide for admin users.

You are advised not to use Internet Explorer. For smooth operation, use Firefox/Chrome/Safari/Edge or any other HTML5 compliant browser. Most problems are solved by logging out, closing all browser windows and re-logging in.

1. Video either does not play or displays the buffering sign frequently or perpetually.

This problem can be due to any or all of the following reasons.

    1. You may be using Windows 7 OS. You must move to Windows 10 with all latest updates. Similarly, MAC users must use mac OS 10.12 (Sierra) or higher.
    2. Your internet connection could be slow at this time. Ensure nobody else or no other process is consuming most of your band-width at this instant. Also please check the actual band-width you are getting by visiting this site or this site or this site . You need at least 2Mbps dedicated band-width to get the minimum acceptable viewing experience. The more the band-width, the better.
    3. If you are accessing through your company network, ensure that specific file types like mp3, mp4 files are not prohibited by your IT department or network administrator. Also check if some of the video contents being streamed from popular sites like YouTube or Vimeo are also not prevented by your IT department or network administrator.
    4. To check if your company network is preventing access of certain kinds of file formats, access through your mobile phone without using the company's wifi connection.
    5. If you are experiencing an unstable internet connection, manually reduce the frame rate or quality by clicking the setting icon (enclosed in yellow color box in the following image) in the video frame and selecting the smaller frame rate or quality (enclosed in red color box in the following image).
      Video Frame Rate Setting
    6. If the video is being played back from Vimeo (check from your course provider), then carefully go through the following links to address the video play-back issue.
      (a) Troubleshoot video playback issues
      (b)Playback quality and buffering issues
      (c)System Requirements for viewing, browsing, and apps

      If all the above recommendations fail, register your query in customer care under 'Technical Problems' category or send email to support@quampus.com. When sending emails, please mention your user id if you have one and other contact details.

2. Video streaming is slow, frequent display of buffering sign even after selecting smallest frame rate.

The recommended solution given below can be tried for videos being streamed through Vimeo while using Chrome browser.

First Step:

    1. Open Chrome Menu.
    2. Go to Settings -> Advanced -> System
    3. Turn off the button for 'Use hardware acceleration when available'.

Second Step:

While in the System menu

    1. Open proxy settings.
    2. Click LAN settings button under 'Connections' tab.
    3. Uncheck the box for 'Automatically detect settings' option.
    4. Click 'OK' button.

      If all the above recommendations fail, register your query in customer care under 'Technical Problems' category or send email to support@quampus.com. When sending emails, please mention your user id if you have one and other contact details.