Alamo Colleges DistrictKnowledge by ToolMediasite Play ContentTroubleshooting Playback of Mediasite Presentations

Troubleshooting Playback of Mediasite Presentations

If you are having trouble playing a Mediasite presentation or are encountering excessive buffering/pauses in the video, first verify your computer and your internet service meet the requirements for playing a Mediasite presentation.

Requirements for viewing a Mediasite presentation

The web-based Mediasite player is HTML5-compliant and requires no special plugins. Most modern web browsers have built-in support for HTML5 content.

Microsoft Windows
  • Microsoft Windows 10
  • Microsoft Edge, Mozilla Firefox, or Google Chrome
  • Broadband internet connection download speed of 4 Mbps minimum with a recommendation of 10 Mbps or greater (test your speed)
Apple macOS
  • Apple macOS Mojave (version 10.14) and higher
  • Apple Safari, Mozilla Firefox, or Google Chrome
  • Broadband internet connection download speed of 4 Mbps minimum with a recommendation of 10 Mbps or greater (test your speed)
Apple iPadOS
  • Apple iPadOS 13 and higher
  • Apple Mobile Safari
  • Broadband internet connection download speed of 4 Mbps minimum with a recommendation of 10 Mbps or greater (test your speed)
Apple iOS
  • Apple iOS 12 and higher
  • Apple Mobile Safari
  • Broadband internet connection download speed of 4 Mbps minimum with a recommendation of 10 Mbps or greater (test your speed)
Linux
  • Ubuntu or similar Linux distribution
  • Mozilla Firefox or Google Chrome
  • VLC Media Player (to install H.264 codecs)
  • Broadband internet connection download speed of 4 Mbps minimum with a recommendation of 10 Mbps or greater (test your speed)
Troubleshooting Tools
Viewing Requirements Test Tool

The Mediasite Viewing Requirements Test Tool detects which media types your web browser supports. At a minimum, you should see a check mark symbol next to MP4 under On Demand. The page also provides a link to a sample presentation you can use for testing, as well as helpful links to more detailed troubleshooting information.

Other troubleshooting measures

If you have determined your computer and your internet connection meet the above requirements, but you still cannot watch Mediasite presentations, please try the additional troubleshooting tasks below.

  • A potential workaround for constant buffering is to begin playback, then pause the presentation for 30-60 seconds before continuing playback. This allows your web browser to build a video buffer large enough to avoid or reduce the frequency of buffering.

  • Clear your web browser's cache.

  • See if you can successfully play this Mediasite test presentation. The test presentation is hosted on a different Mediasite server and can help isolate the issue.

  • Are you using a wireless or cellular connection? Try switching to a wired Ethernet connection or plugging directly into your cable or DSL modem.

  • Avoid situations where you may be competing for bandwidth on a shared internet connection, such as trying to watch Mediasite presentations while your roommate is streaming Netflix or playing online video games.

  • Try playing the presentation in other web browsers to learn if the issue is isolated to a specific browser.

  • If you have access to another computer or playback device, see if the presentation plays successfully on that device.

  • Evaluate the adequacy of your internet service or plan. Certain basic DSL packages do not offer sufficient download bandwidth to support high-quality streaming video. Similarly, most satellite internet services struggle with streaming video due to the high latency inherent in beaming a signal into space and then back to Earth.
Specific error messages or conditions
Error message: The requested presentation is currently unavailable

This message most often results when the presentation's visibility status is set to "Private." Contact the instructor or owner of the Mediasite presentation and request they change the visibility status from "Private" to "Viewable."

Error message: Your playback ticket is not valid for this session

Chrome 80 introduced a change that may prevent playback of Mediasite content that is embedded in other webpages, such as within an LMS like Canvas. Change a few settings in Chrome to allow playback.

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