Live Video Tech Support
If you’re experiencing technical difficulties while viewing an online service, here are some common problems you may be experiencing along with possible solutions.
PROBLEM: The sound isn’t working.
Do other things on your device make sound? First, verify that your device is making sound in some other way to verify that the problem is related to the live video itself. Common ways to do this might include increasing or decreasing your volume (some devices beep when you do this) or playing song. The Live Video has its own volume control. Is this muted? Hover over, or tap, the video. The control bar should appear at the bottom. In some devices/browsers, online videos will automatically start while muted.
PROBLEM: The video looks like last week’s service.
The live video page on the church website will display last week’s service until about 15 minutes before the new service is set to begin. Just refresh the page once it’s closer to the start time, and you should see the new service video. Hint: If you’re on the current video, you should see a “LIVE” icon in the top left corner of the video when it’s the current video stream.
PROBLEM: The sound is echoing.
Often, this occurs when the live video is open and playing more than once. Check your browser windows and tabs for more than one tab or page that is open to Facebook or the website. Make sure to close the duplicate pages and see if this fixes the issue.
PROBLEM: The video sometimes pauses, freeze frames, or jumps forward a few seconds.
Most often, this is directly related to your blips in your WiFi connection or issues with your internet bandwidth. Unfortunately, this is not a problem we can fix. However, try closing extra browser windows or disconnecting extra devices from the internet. You can also disconnect and reconnect to your internet with the megaphone icon on your screen. (See example.) Try not to have multiple videos going at the same time, even if they are on other devices. Making these changes could help your video run smoothly.