Troubleshooting problems on a computer or laptop

This page offers steps to try if you鈥檙e having problems with 大象传媒 iPlayer on your computer.听

Buffering or stuttering playback?听

Head over to the听How do I check if my internet connection is fast enough for 大象传媒 iPlayer? page. This will help you check if this could be due to your internet connection, whether that鈥檚 between your computer and your internet router听or your router's connection to your internet service provider. It may only take a couple of minutes to improve playback performance.

Other听issues听with the website

We recommend you follow the steps below in order:听

  1. Restart your internet browser
    Make sure all windows and tabs are closed before restarting.听
    听
  2. Check you're using the latest version of your browser
    Using a dated version of an internet browser can often be the cause of issues playing programmes. You can easily check using a website like 听or听. (The 大象传媒 is not responsible for the content of external sites.)听
    听
  3. Try a different browser
    If you already have another browser, check to see if you can play programmes there. If you don't have another browser installed, try听the next step.听
    听
  4. Clear your browser cache
    Your browser will store recently visited websites in a temporary storage 'cache'. Clearing the cache can help improve performance. Check the听How do I clear the cache (browsing data or temporary internet files)? page for advice on how to do this.听
    听
  5. Restart your computer
    This is useful if you usually leave your computer in sleep or hibernation mode.
    听

Still need help?

Contact our support team if you鈥檝e tried the steps above and haven鈥檛 been able to resolve the problem. Provide as much information as possible including:

  • the browser you're using and any browsers you've tested this on
  • the date and time the problem started
  • whether the issue听affects听live TV channels or on-demand programmes (or both)
  • any error messages or numbers displayed when you try to play programmes
  • details of any security or ad-blocking software
  • whether the issue is related to a VPN or work network
  • the steps you've taken to try to resolve the issue

You can contact us through our live chat service (have a look at the听Can I contact you using Live Chat? page) or by selecting the Contact Us button below.

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