Stream Buffering

Overview

Buffering can occur for a number of reasons when viewing a live stream. While it is possible that buffering can occur due to the network at the camera site or the streaming provider’s network, the majority of buffering cases are the result of the viewer’s network, connectivity or device.

Get Resolution

Initial Troubleshooting

• Check your internet connection. Tip: Check your internet speed with the HDOnTap Internet Speed Test.
• Force-refresh your browser. Tip: Force refresh by pressing Ctrl+Shift+R (PC) or ⌘+Shift+R (Mac).
• Clear your browser’s cache and cookies. Tip: For phone and tablet steps, see Watching on an iPhone or iPad and Watching on an Android Device.
• Make sure you are using the most current version of your browser.
• Try using a different browser such as Chrome or Firefox.
• Try using a different device.
• Restart your computer or device.
• Pause ad blockers or other browser extensions that may stop the video player from loading.
• Restart your router.
• Try a wired connection if you are on a wireless connection.

Other Causes of Buffering

• Heavy Usage on Your Device Many of our viewers like to keep tabs on multiple cams; however, attempting to stream multiple cameras at once (or to engage in other bandwidth-heavy activity like YouTube, Netflix, music streaming or downloading) may result in buffering.
• Network Strain If there are multiple people or devices using your network (for example, devices connected to your home or office WiFi), the collective usage will impact the bandwidth available. Check to see if others are engaging in bandwidth-heavy activity like streaming or downloading.
• TV Usage In some cases, TV usage may impact your available bandwidth. Some providers deliver TV service over the same connection as your internet, so watching TV (especially in high definition) or streaming on a smart TV may cause buffering. Contact your TV or internet service provider if you believe this may be occurring.

Report a technical issue or request a feature

If you are still having trouble, visit the HDOnTap Viewer Feedback site. The home page asks "How Can We Help?" and gives you two options: Report Technical Issues & Submit Feature Requests and Submit General Feedback.

To report a problem:

1. Click Report Technical Issues & Submit Feature Requests.
2. Fill in the form:
   • Full Name
   • Email Address
   • Phone Number (optional)
   • A description of the issues you are having
   • Features you would like to see (optional)
   • Up to 5 screenshots (PNG, JPG or GIF)
3. Click Run System Diagnostic Test. The test measures your download speed, upload speed, ping and jitter. It also collects information about your connection and device: IP address, internet service provider, operating system, browser, screen, language and time zone.
4. Review your results, then click Submit & Send Results to Support.

Our support team reviews every submission and will email you back. To share comments or suggestions about HDOnTap, use Submit General Feedback instead.

If you believe there is a problem with the camera or network

• We strive to quickly re-establish access and live streaming any time an issue arises, and may already be actively working to fix a stream issue. Force-refresh your browser periodically to see if the live stream is back online. Tip: Force refresh by pressing Ctrl+Shift+R (PC) or ⌘+Shift+R (Mac).
• Occasionally, viewers notice and report issues before our team does. We appreciate these “heads up” notices! If you believe we may not be aware of a live stream issue, please feel free to contact us at [email protected].