Our streaming solutions and video player uses something called Adaptive Bit Rate (ABR) which, simply put, periodically looks at changes in your network conditions and then automatically selects the best quality video to play based on this.

This process will happen seamlessly and the switch in quality can happen many times during the course of a video - and normally it would have no impact on the overall video playback.

If your network quality varies a lot in a short time period for some reason, this can cause the player to re-buffer different qualities unnecessarily and cause what appears to be broken playback.

You can actually override the ABR process and select a specific quality in order to stop this happening if it becomes a problem - select the "cog" icon in the video player and then change "Video quality" from "auto" to a specific bitrate - the higher the bitrate, the better the quality, but also a greater need for a good network connectivity.

We suggest you start with the lowest bitrate and see if that resolves the issue.