Technical FAQ

Login Issues?

If you’re experiencing login issues, in the first instance, please use the ‘Reset your password’ facility by entering your email address when prompted. A password reset email will be sent to you. If login issues persist, please contact: [email protected].

Live Player Issues?

If the video is not playing, click on the large play icon on the video player.

If you get an error message on the player itself, it’s most likely a security setting, which is preventing playback. In this case you can:

  1. Try a different browser. Sometimes plugins are blocked on certain browsers. Often a different browser (Chrome / Safari / Internet Explorer etc) will fix the issue.
  2. If you’re on a corporate network, you could try changing your internet connection to a different one (e.g. 4G mobile).
  3. If you’re on a restricted VPN connection, you may have to use a different device on a non-VPN connection.

If you encounter excessive buffering (stopping and starting), please lower the quality of the live stream by clicking on the small HD button at the lower right-hand side of the player and select a lower bitrate.

[If we haven’t answered your question above, or you are still having difficulties then please contact [email protected]