My video playback is stuttering, buffering, or playing poorlyThere are a couple main culprits that may cause streaming playback issues. We've found the following troubleshooting steps correct the vast majority of buffering or stuttering performance issues. Any option by itself may clear up the playback issues.
TEMPORARY VIDEO PLAYBACK ISSUE
If your video has stopped momentarily and this issue isn't occurring consistently, please click on the "Reload Video" button at the bottom left corner of your viewer. If a video playback issue consistently repeats - see below section.
CONSISTENT VIDEO PLAYBACK ISSUE
STEP #1: LOCK ONTO THE LEAST DEMANDING VIDEO STREAM
You may be having intermittent issue with your Internet connection. This solution will lock you onto the lowest video stream that may smooth out your video playback experience.
Hover your mouse over the video player
Hover your mouse over the HD text at the bottom right of your video player
Select "180" to lock your video onto the least demanding video stream.
If video playback issues continue - move onto Step #2 below
STEP #2: SWITCH TO AN ALTERNATE INTERNET BROWSER
Your Internet cache in your browser may need to be cleaned/cleared out. If you are unsure on how to clear your browser cache, an alternate and quicker option is to try switching to a different browser than the one you're currently using to continue viewing the program.
If you're on Internet Explorer or Safari - try switching to view the program on Google Chrome browser (or vice versa). Other popular browsers such as Opera and Firefox are compliant with program playback. Switching to a different Internet browser to resume playback resolves the vast majority of playback issues.
If playback issues continue, then please reach out to customer support for further assistance.
I can see the video, but I can't hear anything (or very low audio)Please click on the "Reload Video" button located at the lower left corner of your program viewer, it looks like this:
If you still are not hearing audio in your program - please see troubleshooting steps below:
THE YOUTUBE TEST
If there is very low or no audio coming through your program, please click on this link to open youtube.com in a new window and click on any video on the main page to confirm you are able to hear audio. This can confirm whether this lack of audio is an issue with your computer or within the program.
I HEAR AUDIO ON YOUTUBE VIDEO BUT NOT IN MY PROGRAM!
WINDOWS SYSTEM VOLUME
There is a speaker icon next to the computer clock in lower right corner of screen on Windows computers.
Right click your mouse on the audio Speaker Icon
Click on "Open Volume Mixer" option
NOTE: You can resize the Volume Mixer by pulling the edge of the window so you can see ALL applications using audio on your computer.
Confirm the Device (leftmost item) has volume slider pulled all the way to the top
Confirm all audio icons under all applications are not muted.
I DO NOT HEAR AUDIO ON YOUTUBE (OR VERY LOW AUDIO) VIDEO EITHER
If you are not able hear audio on a YouTube video the issue is system-wide with your computer/device.
External Speakers (Desktop or Laptop)
Confirm speakers are plugged in and powered on.
Confirm the volume is turned up on the speakers.
Confirm that the speakers are plugged into the correct port on the back of the computer.
Internal Speakers (Laptop)
There often is a "mute" key on the keyboard for muting audio on laptops. Try clicking this and/or the volume UP key.
VIRTUAL ENVIRONMENTS (CITRIX E.G.) / REMOTE DESKTOP
Watching through a remote desktop or virtual environment such as via Citrix can cause video playback issues or a lack of audio to be transmitted.
If the issue continues, please reach out to customer support for further assistance.
I am having trouble logging into my customer account(1) If you are receiving the below error message when trying to sign in
Please confirm that your customer account email address is entered in correctly
Your account may be under a different email address that you own
You do not have a customer account under this specific catalog at https://catalog.chirocongress.org. You can create a new customer account by following this link
(2) If you are receiving the below error message when trying to sign in
Please confirm you have entered your password in correctly and do not have CAPS Lock engaged on your keyboard
Please reset your password by clicking on this link and entering in your customer account email.
If you don't know your user information is, please reach out to customer support for further assistance or to have your login information reset.
I am not receiving a reset password emailRESET PASSWORD VIA BROWSER
When requesting a password reset, it can take up to 5-10 minutes to appear in your email.
Be sure to check your junk/spam folders in your email client.
If you still haven't received the reset password email after 10 minutes and checking your junk/spam filter, please contact support or see the SMS solution below.
RESET PASSWORD VIA CELL PHONE/TEXT MESSAGE (SMS)
If you have your mobile phone number already entered into your customer account, you can additionally send a password reset code to your cell phone via text message (SMS)
The below image will show when you follow the Reset Password process and have your mobile phone number previously entered into your customer account: