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Stream Error, Black Screen, or Playback Issues

If your stream is not loading, displays a black screen, shows an error message, or fails to start playback, follow the troubleshooting steps below.

Step 1: Refresh the Stream

Temporary playback issues can often be resolved by restarting the stream.

  • Refresh your browser page
  • Close and reopen the app
  • Exit the event and launch it again
  • If you're using a TV device, restart the app completely
Step 2: Confirm the Event Is Live

Some events may display a holding screen before coverage begins.

  • Verify the event has officially started
  • Check the event schedule for the published start time
  • Refresh the page once the event is scheduled to begin

If the event has not started yet, playback may not be available.

Step 3: Verify Your Internet Connection

A weak or unstable connection can prevent the video player from loading properly.

  • Test other websites or streaming services
  • Restart your modem or router if needed
  • If possible, switch to a different network
  • Avoid using public Wi-Fi during live events
Step 4: Disable VPNs, Ad Blockers, and Browser Extensions

Some browser extensions and network tools can interfere with video playback.

  • Temporarily disable any VPN service
  • Turn off ad blockers
  • Disable privacy or security extensions
  • Refresh the stream after making changes
Step 5: Clear Cache and Cookies

Stored browser data can occasionally cause playback problems.

  • Clear your browser cache and cookies
  • Close and reopen your browser
  • Sign back into your account
  • Launch the stream again
Step 6: Try a Different Browser or Device

Testing another device helps determine whether the issue is device-specific.

For the best viewing experience on web browsers, use:

  • Google Chrome
  • Safari
  • Microsoft Edge

Other Devices Try:

  • Another computer
  • Mobile phone or tablet
  • Roku
  • Fire TV
  • Apple TV

If the stream works on another device, the issue may be related to the original device or browser.

Step 7: Check for Error Messages

If an error message appears:

  • Take a screenshot of the error
  • Note the exact wording of the message
  • Record the time the issue occurred

This information helps our support team investigate more quickly.

Still Experiencing Issues?

If you've completed the steps above and the stream still will not play, please contact support and include:

  • Device type (Roku, Fire TV, Apple TV, iPhone, Android, Chrome, etc.)
  • Screenshot of any error message
  • Time the issue occurred
  • Event you were attempting to watch
  • Whether the issue occurs on multiple devices

Providing these details helps us identify and resolve the issue as quickly as possible.