Troubleshooting

  • If you encounter a connection problem, clear your browser’s cache , and/or try a different browser (we support Firefox, Google Chrome, Opera, Safari or Microsoft Edge).
  • Make sure your browser and plugins are up to date.
  • If you can, try connecting on a different device. That helps narrow down where the problem is.
  • Check that no other heavy internet usage device and programs are running within your local network.
  • If you are connecting wirelessly, make sure your device has good signal reception. Walls, floor, microwave, duct-work, heavy furniture, even a neighbour’s wireless signal can affect your connection.
  • Using free WiFi at a restaurant or coffee shop? Be aware that it usually isn’t strong enough to stream reliably.
  • Viruses and malware can slow things down considerably. Make sure your anti-virus is up to date and run a scan.
  • If you are a VOD subscriber, download the lecture to get around connection issues while playing.
  • If you are downloading, only download 1 or 2 files at a time. Don’t close the browser before the download task finishes.
  • Once you download the file, you will need a player that can handle mp4 files.  If you don’t have one, VLC is recommended.

Contact

For VOD technical support, contact VOD Technical Support, call 613-520-4055, or email vod@carleton.ca.  You can also see our FAQ.