8 answers
When a viewer can’t play, can’t find something, sees the wrong time or loses their place: what to check first.
- 01A viewer can’t play a video or eventThe message on their watch page names the reason: sign in, a subscription, a ticket or too many devices. Most “I paid and it won’t play” reports are the device limit.
- 02A viewer sees “Too many devices”Their account is signed in on more devices than their plan allows. Paid playback pauses on every device until they sign one out from the Devices section of their account page. The Studio can’t do it for them.
- 03A viewer can’t sign in or play on their TVTVs sign in with a QR code scanned by a phone that’s already signed in to the account holding the plan. A code lasts 120 seconds, and the TV counts toward the plan’s device limit.
- 04The video won’t play in a viewer’s browserIf the viewer sees a message, it’s access, not the browser. If the player stays black or keeps loading, check the stream first, then the browser.
- 05A viewer can’t find a video, show, event or articleContent leaves your public site when its module is switched off, when it’s Inactive or a Draft, or when it’s outside its time window. Check those in that order.
- 06Times on my site show in the wrong timezoneYour whole platform runs on one clock, its Default timezone. Event times show exactly as you typed them, to every viewer; they aren’t converted to each viewer’s own timezone.
- 07Comments aren’t showing on my siteComments are off until an administrator switches them on. With Auto-approve comments off, every new comment waits in Pending, and only its author sees it until someone approves it.
- 08My List or saved progress isn’t working for a viewerMy List and saved progress only work for signed-in viewers, on the same account. Progress is saved every 30 seconds, and a title counts as finished once they pass 90% of it.
Quick questions
No. The Studio doesn’t list a viewer’s devices. Viewers see and sign out their own devices from the Devices section of their account page.