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Managing your Library Reserves

Media Streaming 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 10 or 11
  • Firefox, Google Chrome, or Microsoft Edge (only the latest version is tested and supported)
  • Broadband Internet or Wi-Fi connection
Apple Mac OS
  • Apple MacOS Mojave (version 10.14 and higher)
  • Apple Safari, Firefox, or Google Chrome
  • Broadband Internet or Wi-Fi connection
iPad/iPhone
  • Apple iOS 13 and higher
  • Apple Mobile Safari 
  • Wi-Fi or cellular data connection
Android
  • Android 9 or later
  • Chrome browser
  • Wi-Fi or cellular data connection

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.

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 10 or 11
  • Kanopy recommends using the latest version of Google Chrome, Safari, Firefox, or Edge.
Apple Mac OS
  • Apple MacOS x 10.11 Sierra and above
  • Kanopy recommends using the latest version of Google Chrome, Safari, Firefox, or Edge.
Mobile Devices
  • You must download the Kanopy app in order to view films on mobile devices
  • Android 7.1+
  • iPhones/iPads with iOS 11.0+
  • Amazon Fire tablets with FireOS 6+

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

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) 

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 (current), Google Chrome (current), Internet Explorer 10 (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. 

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