When video content is not working or has poor picture quality, the cause is often the connection with your Internet Service Provider (ISP). The situation may vary depending on some of the following factors:
- Network usage time
- Wi-Fi performance
- Device connectivity
- ISP signal strength
This page provides basic troubleshooting information regarding video playback.
1. Update Your Web Browser to the Latest Version
The table below lists the recommended devices and browsers for the EventHub platform. If you are using a recommended browser, be sure to update to the newest version. If you are not using a recommended browser, try switching to a different one.
| Supported Devices | PC / laptop, smartphone, tablet |
| Supported Mobile OS | Android version 6+, iOS version 13+ |
| Supported Browsers | The latest version of Chrome, Firefox, Safari, and Microsoft Edge (excluding IE mode) |
*Internet Explorer is not supported.
2. Get the Bandwidth You Need
Ensure you have the latest web browser version, an updated operating system, and a good internet connection. Especially for live streams, you will need a fast connection and high processing power. See also the following page for reference: Network Requirements for Video Streaming
The table below lists the recommended bandwidth needed to view videos at a given resolution:
| Video Quality | Necessary Bandwidth |
| 4K or greater | 22 Mbps |
| 2K | 12 Mbps |
| 1080p | 7 Mbps |
| 720p | 3 Mbps |
| 360p | 1 Mbps |
| 240p | 500 Kbps |
<tips>The following steps can help you check your internet speed:
1. Access Google.com
2. Search “internet speed test”
3. Select a service and start a connection speed test
</tips>
3. Clear Your Browser’s Cache
A full browser cache can affect video playback. See the table below for instructions on how to clear your browser’s cache:
| Chrome |
|
| Firefox |
|
| Safari |
|
| Microsoft Edge |
|
*There may be some differences depending on your browser version. For more assistance, seek additional reference information provided by your browser.
4. Access Using Private Mode (Incognito Mode)
Extensions installed onto your browser may be affecting video playback. To limit the effect of browser extensions, use your browser’s private mode to log in to the event page. See the table below for instructions on how to access your browser’s private mode:
| Browser | Windows Keyboard Shortcut | Mac Keyboard Shortcut |
| Google Chrome | Control ＋ Shift ＋ N | Command ＋ Shift ＋ N |
| Firefox | Control ＋ Shift ＋ P | Command ＋ Shift ＋ P |
| Safari | Control ＋ Shift ＋ N | Command ＋ Shift ＋ N |
| Microsoft Edge | Control ＋ Shift ＋ N | Command ＋ Shift ＋ N |
5. Close Extra Browser Tabs and Applications
Leaving many applications open slows your device's processing; this affects video playback. Close all other applications and browser tabs, except for the event page.
6. Deactivate Security Measures
Some networks, like company-provided networks, may restrict video streaming services. Try accessing the event page after testing some of the following options:
- Use a private internet network, like one you have at home
- Use a hotspot linked to your smartphone
- Have your company’s IT department whitelist the domains listed in the table below:
| Domains That Need Access Permission | Purpose |
| .eventhub.jp | Event page |
| .vimeo.com | Video streaming platform |
| .youtube.com | Video streaming platform |
| .whereby.com | Online meeting system |