Media Streaming Troubleshooting

Mediasite Troubleshooting

Mediasite Troubleshooting

Mediasite Troubleshooting

Playback Issues:

If you are experiencing buffering on a video, or if a film is not playing, follow the troubleshooting tips below:

  • Check your internet speed - make sure it is not lower than the recommended speed of 6-10Mbps
  • Update your current internet browser or try a different internet browser and/or try your internet browser in incognito or private mode
  • Clear your internet browser's cache and cookies
  • Ensure that any firewall or security software you use is not blocking the database you are trying to access
  • Restart your device 

Viewing Requirements:

For the best viewing experience, make sure your computer or mobile device meets the requirements listed below:

Computer or
Mobile Device		 Requirements
Microsoft Windows
  • Windows 8 and above
  • Firefox, Google Chrome, Internet Explorer 11, Microsoft Edge
Apple Mac OS
  • Apple macOS x 10.12 Sierra and above 
  • Firefox, Google Chrome, Safari 10 (and above)
iPad/iPhone
  • Apple iOS 10.0 and above
  • Apple Mobile Safari 
Android
  • Android 6.0 and above
  • Chrome browser

For more information on Mediasite troubleshooting, please visit Troubleshooting Playback Issues and/or Mediasite Player Requirements and Considerations. 

Known Errors and Solutions:

"Bad Request - Request Too Long" Error (exclusive to Google Chrome) 

  1. Try using a different internet browser and/or clear the cache and cookies in your Chrome browser, making sure to completely close all browser windows and tabs after doing so. To clear your Chrome cookies & cache, click on the three vertical dots at the top right of the browser & then go to settings.
  2. From the settings page, click on Security and Privacy on the left-hand side of the page.  You should then see an option that says clear browsing data.

    Kanopy Troubleshooting

    Kanopy Troubleshooting

    Kanopy Films Troubleshooting

    Playback Issues:

    If you are experiencing buffering on a video, or if a film is not playing, follow the troubleshooting tips below:

    • Check your internet speed - it is recommended to have an internet speed of at least 5Mbps for an HD stream
    • Update your internet browser or try a different internet browser
    • Clear your internet browser's cache and cookies
    • Ensure that any firewall or security software you use is not blocking the database you are trying to access
    • Restart your device 

    Viewing Requirements:

    Computer or
    Mobile Device    		 Requirements
    Microsoft Windows
    • Windows 8 and 9 - Google Chrome or Firefox
    • Windows 10 - Firefox v.47 (and above), Internet Explorer 11 (and above), Google Chrome v.75 (and above), Microsoft Edge v.7 (and above) 
    Apple Mac OS
    • Apple macOS x 10.11 Sierra and above
    • Firefox v.47 (and above), Google Chrome v.75 (and above), Safari v.9 (and above) 
    Mobile Devices
    • You must download the Kanopy app in order to view films on mobile devices

    For more information, please visit Kanopy's Technical Help webpage. 

    Films on Demand Troubleshooting

    Films on Demand Troubleshooting

    Films on Demand Troubleshooting

    Playback Issues:

    If you are experiencing buffering on a video, or if a film is not playing, follow the troubleshooting tips below:

    • Check your internet speed - it is recommended to have an internet speed of at least 200kpbs
    • Update your internet browser or try a different internet browser
    • Clear your internet browser's cache and cookies
    • Ensure that any firewall or security software you use is not blocking the database you are trying to access
    • Restart your device 
    • Enable JavaScript 

    Viewing Requirements: 

    Computer or
    Mobile Device    		 Requirements
    Microsoft Windows
    • Windows 7 and above
    • Firefox, Google Chrome, Internet Explorer 10 (and above), Microsoft Edge, Safari 8 (and above)
    • JavaScript and cookies need to be enabled 
    Apple Mac OS
    • Apple macOS x 10.9 Mavericks and higher 
    • Firefox, Google Chrome, Safari 8 (and above)
    • JavaScript and cookies need to be enabled 
    Mobile Devices
    • Android v.4.4 (and above)
    • iOS Safari v.9 (and above) 
    • Windows v.9 (and above) 

    Docuseek Troubleshooting

    Docuseek Troubleshooting

    Docuseek Troubleshooting

    Playback Issues:

    If you are experiencing buffering on a video, or if a film is not playing, follow the troubleshooting tips below:

    • Check your internet speed
    • Update your internet browser or try a different internet browser - Firefox is recommended 
    • Clear your internet browser's cache and cookies
    • Ensure that any firewall or security software you use is not blocking the database you are trying to access
    • Restart your device 

    Viewing Requirements: 

    Computer or Mobile Device Requirements
    Laptops and Desktops
    • Firefox 4 (and above), Google Chrome v.21 (and above), Internet Explorer 8 (and above), Safari 5 (and above) 
    • JavaScript must be turned on in your browser
    Mobile Devices and Tablets
    • Docuseek is supported on mobile devices 

    For more information, please visit Docuseek's FAQ wiki. 

    Alexander Street Press Troubleshooting

    Alexander Street Press Troubleshooting

    Alexander Street Press Troubleshooting

    Playback Issues:

    If you are experiencing buffering on a video, or if a film is not playing, follow the troubleshooting tips below:

    • Check your internet speed
    • Update your internet browser or try a different internet browser
    • Clear your internet browser's cache and cookies - ensure cookies are enabled 
    • Ensure that any firewall or security software you use is not blocking the database you are trying to access
    • Restart your device 

    Viewing Requirements: 

    Computer or
    Mobile Device    		 Requirements
    Microsoft Windows
    • Firefox, Google Chrome, Internet Explorer, Microsoft Edge
    Mac OS
    • Firefox, Google Chrome, Safari
    Mobile Devices
    • 4G data connection or Wi-Fi access

    Swank Digital Campus Troubleshooting

    Swank Digital Campus Troubleshooting

    Swank Troubleshooting

    Playback Issues:

    If you are experiencing buffering on a video, or if a film is not playing, follow the troubleshooting tips below: 

    • Check your internet speed 
    • Update your internet browser or try a different internet browser
    • Clear your internet browser's cache and cookies
    • Ensure that any firewall or security software you use is not blocking the database you are trying to access
    • Restart your device 

    Viewing Requirements: 

    Computer or
    Mobile Device    		 Requirements
    Microsoft Windows 
    • Firefox, Google Chrome, Microsoft Edge (Windows 10 and above)
    Mac OS
    • Firefox, Google Chrome, Safari (macOS Sierra and above) 
    Mobile Devices
    • Android 8 and above - Google Chrome
    • Chromebook is supported
    • iOS and iPadOS 12 and above - Safari 

    For more information, you can visit the Swank website. 

    Need Help?

    LTID Support Portal

    Support Hours:

    Mon - Fri 8AM - 5PM

    We will respond to tickets within 1 business day

    Email

    ltid@csusm.edu

    Office Location

    KEL 1000