If you are having trouble playing a video on Nudgis and can't solve the problem, here is a list of operations and best practices to help you.
Slow playback, loading times that are too long, or the video suddenly stopping - these problems can sometimes occur when viewing media on Nudgis. If this happens to you, it will be useful to carry out a few tests yourself, which can sometimes resolve the problem.
Analyse
It is important to identify the limits of the problem before tackling it. To do this, you need to ask yourself the right questions:
- Is the problem occurring on a single medium or on several?
- Is the problem occurring on a different browser?
- Is the problem occurring on another device (laptop, smartphone, etc.)?
- is the problem being experienced by other users?
- Are the browsers and operating systems used up to date?
- What are the network conditions, particularly in terms of bandwidth?
It is also essential to try to reproduce the problem in conditions other than those in which it was found. If the problem is not reproduced, it is likely to be due to the user's hardware conditions. In addition, bear in mind that certain factors may be variable. For example, watching a live broadcast at home may give good results one day and poor results the next, simply because another member of the household is watching online media content at the same time, for example.
Repair
Once these tests have been carried out, your cache can be cleaned. To do this, press Ctrl + Shift + Del
(Cmd + Shift + Del
for Macs). This will take you to a configuration screen dedicated to clearing your browser's cache.
If clearing the cache does not work, try lowering the player's resolution:
If lowering the resolution does not produce the expected results, any more than the previous tests, you will need to contact UbiCast support via the Help Center platform. Before doing so, however, it will be useful to obtain three additional items of information:
- hardware details: device model as well as CPU/GPU and RAM information (Go to your station settings and search for "About this computer") :
- software elements: OS, browser used, and version for both (Go to your workstation settings and look for "About this computer" for the OS, and "About..." in your browser settings for the browser):
- the navigation elements, i.e. your browser's console. To obtain it, type
Ctrl + Shift + i
(Opt + Cmd + i
for Macs), and go to the 'Console' tab in your browser's tools. You can also open this window from the settings:
When you reproduce the error, take a screenshot of your browser, including the console, so that you can communicate it to the support team:
Carrying out these tests in the right order will enable you to isolate the source of your problem and, in many cases, correct it directly. If you can not solve the issue yourself, the tests will provide valuable information for our support agents.
Thank you for reading us, and we hope it helps you in your troubleshooting process. Do not hesitate to learn more about our solutions in the articles at our Help Center, and the tutorials on our dedicated help.ubicast.tv site!
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