We have compiled a list of common viewing issues and their potential solutions
Click on the ▶ beside a topic to display an answer
General Information
Tips for a better viewing experience
• Check your internet connection: We recommend a minimum download speed of 10 Mbps
• Use a wired connection: Whenever possible, connect your device directly to your router via an Ethernet cable
• Improve Wi-Fi signal: Place your router in a central location, away from walls and metal objects
• Reduce network congestion: Limit other devices using your network while streaming
• Review device settings:
1) Restart your device: A simple restart may correct temporary issues
2) Close other apps: Background apps can consume resources needed for smooth streaming
3) Check device storage: Low storage can affect performance; free up space if needed
Viewing on a work provided device or network
• Many organizations (ex: corporations, government, schools, etc.) may restrict certain content (ex: live video) and programs that employees can access
Note: If you are using a device provided by your employer or on an organization's private network and your webcast won't play, please contact your IT Department or use a personal device
Check the start date and time of the event
• All events have specific start dates and times
Note: Although we make every effort to update events, start times are subject to change without notice
Confirm the event you have purchased
• Although all events are tagged, it is possible to purchase an event inadvertently
• Please confirm that you have purchased the event that you intend to watch
Note: There are no refunds for incorrect purchases
Your internet connection
• Check your internet connection speed here
◦ Ensure you have a stable internet connection with good speed
◦ A wired connection is often more reliable than Wi-Fi
◦ We recommend a minimum download speed of 10 Mbps
Note: Slower speeds may degrade your viewing experience
Choose the right browser
• Ensure you're using an updated browser (ex: Chrome, Firefox, Safari, Edge) to avoid potential issues
Note: Refreshing your browser page may establish a better connection
Use the right device
• Computer: A laptop or desktop is ideal for stability and better visibility
• Mobile Device: If you're using a mobile phone or tablet, make sure it’s fully charged, or plug it into a charger
• TV: It might be possible to cast the event to your TV (via Chromecast, AirPlay, etc.)
Note: AO Live does not support Smart TVs or Smart TV web browsers
Note 2: If you're running into an issue watching on a Smart TV (ex: purchase isn't working or the video player isn't loading properly), please try casting from a mobile device or use an HDMI cable to connect your computer to the TV
Note 3: If you are having issues and have access to another device, please check if the webcast is playing
Check your audio settings
• Check your sound system or headphones before the webcast begins and ensure volume levels are set appropriately
"Casting" instructions
• Some smart devices like Apple and Android are able to "cast" to a Smart TV
• Casting allows the content being watched on the smart device’s screen to be watched on another device, like a Smart TV
• To learn more about casting, see the links below:
◦ How to use Airplay on Apple Devices ... Click Here
◦ How to use Screen Mirroring on Android Devices ... Click Here
◦ How to cast your Android screen from the Google Home app ... Click Here
Note: AO Live does not support Smart TVs or Smart TV web browsers
Additional Troubleshooting
Live stream updates
• If there are problems with the webcast, check for updates from the organizers on social media or their website
• AO Live also posts messages within the player if the webcast is unavailable or if there are ongoing issues
Note: If there are no messages, unfortunately the issue might be limited to a specific device, browser, etc. (even if there were no previous issues)
Video playback isn't working (player shows an image with a play button or a black screen)
• This can occur when the live stream has not started or the producer is having equipment or connectivity issues
• Try refreshing your page in a few minutes to see if the stream has started or the issue has been resolved
What devices are supported
• Mobile Devices: iPad (released within the past few years with OS updates)
• iPhone (released within the last 4-5 years with OS updates)
• Android devices (released within the last 4-5 years with OS updates)
• Desktop/Laptops: Windows PC, Apple Mac
Note: While the service is optimized for mobile devices released in the past few years, older devices may work but are not guaranteed to provide a smooth experience
If you're using an older device and encounter issues, we recommend updating to a newer device for the best viewing quality
What devices are not supported?
• Internet Explorer Roku's browser apps (use Screen Mirroring for iOS or Casting for Android instead)
• Amazon Silk
• Fire TV Stick
• Playstation
• Xbox (performance may vary)
• Samsung Smart TVs (use Airplay where available)
What browsers are supported
• It is important to keep your browsers up-to date as older versions may be unsupported without notice
• Supported browsers:
◦ Google Chrome
◦ Microsoft Edge
◦ Firefox
◦ Safari
"Ad-blockers", "VPN's", "Firewalls" and "Browser extensions"
• Some products may affect the ability to watch a live webcast
• Disable ad-blockers, browser extensions, VPN's and other programs that might impede your ability to watch a webcast
Refreshing the streaming page
• You can perform a "Hard refresh" of the page by pressing **"FN-F5"** on Windows or **"Cmd-Shift-R"** on Mac
Clearing your browser cache
• Occasionally web pages don't load correctly due to caching issues
• Follow the instructions here http://www.refreshyourcache.com/ to clear your browser's cache
Video playback is buffering, freezing or slow
• Buffering, freezing, slow or interrupted video playback issues can be caused by numerous factors, including browser, device and network
• Common Causes
◦ Internet connection speed: Live streaming requires a consistent connection. Temporary drops in speed can cause buffering
◦ Network congestion: During peak hours (evenings, weekends), your ISP network may experience congestion
◦ Wi-Fi interference: Other devices, appliances, or even neighbors' Wi-Fi can interfere with your signal
◦ Device limitations: Older devices may struggle with processing high-quality streams
• Quick Solutions
◦ Pause and restart: Pause the stream for 10-15 seconds to build up a buffer, then resume
◦ Refresh the page: Sometimes simply refreshing can establish a better connection
◦ Check other devices: If multiple devices are streaming in your home, consider pausing other streams temporarily.
Constant network issues
• If you are experiencing ongoing network issues, we recommend the following:
◦ Reboot your router
◦ Clear clutter from around the router to improve the signal
◦ Place the wireless router on an elevated surface, like a desk or bookshelf
◦ Move it to another location, away from devices that may cause interference
