If your show is frequently freezing or stopping, we know that's not a good experience and we want to help. It can be tricky to pinpoint the cause of the buffering. Sometimes we can fix it on our end, but often we can't. However, here are some things you can look into that can help if your viewing experience is getting ruined by constant buffering:
Please know there are many factors that can impact buffering. Some of these include:
- The speed/strength of your internet and the quality/type of router or modem.
- The number of apps or web browsers open and active on your devices.
- Multiple people or devices using your internet at the same time.
- If your neighbors are on the same internet source: how many and if it's at the same time as you. Your service provider may throttle your speeds during peak times.
- The number of neighboring routers broadcasting into your location. Today's technology allows routers to broadcast farther, causing interference for neighboring internet networks.
- Technical issues on our platform.
When VidAngel Can Help
These are instances when something on our end is not working right and we want to correct that for you. You can contact us about these issues HERE.
Specific to a title
Is it specific to a movie or episode, or does this problem happen with all titles you try?
If it's specific to a certain title, that is probably something on our end and we'd love to look into it for you.
Related to a Filter
Does the buffering appear random or is it related to when a Filter is applied?
If it's related to a filter, we'd love to take a look.
Things to Look Into
These are factors that we don't have control over, but there may be something you can change or at least know why it's happening (because sometimes that's the most maddening!).
Our filters make our product unlike any other streaming service out there. Even if you're only experiencing buffering on VidAngel and not other streaming platforms, please be aware that because of the use of filters, you'll need a higher speed than with other movie streaming platforms. We are filtering on top of streaming, so looking at other services is not a good comparison. Also, keep in mind that many internet providers may throttle your speed for streaming movies with non-preferred providers.
Because of this, we recommend a download speed of 25 mbps or higher to use VidAngel. We highly recommend you test your speed at fast.com because this site is specific to movie streaming.
Even so-called high-speed internet connections can run much slower than you expect and can vary on individual devices, so test your network speed on different devices.
If the buffering only happens while on a certain device, you'll want to make sure you have the minimum supported software (or test to see if that device is not getting a good internet connection).
Apple Devices: If you're experiencing pausing and you are using Closed Captions, we have found an issue with the Apple Video Player and our Closed Caption files. Closed Captions are a fairly new feature for us, so it may take some time to implement a solution. In the meantime, you can watch without captions, try to get a faster internet speed, or use captions on a different device.
Time of day
During buffering, please test the speed of your network (see above). Internet speeds can differ throughout the day.
Taxing the Network
You may be trying to do too much and your network is struggling to keep it all running. Try closing all other apps, active windows, and stop any other streaming or gaming that's on your internet network.
Improve the connection
If possible, try a direct connection to the internet versus wireless. You can use an ethernet cable.
If casting, try keeping the devices close to each other and as close to the router as possible.
Still Need Help?
If you're still not finding the answers you need, you can check out our In-Depth Troubleshooting.