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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

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.

Open the Viewing Requirements Test Tool
Internet Speed Test Tool

The university's internet speed test tool checks the speed and quality of the internet connection between your device and K-State, and it can be used to verify your connection performs as promised by your Internet Service Provider (ISP). It is best to perform this test during a time when Mediasite playback is troublesome, as the quality of your internet connection can vary throughout the day/night.

Open the Internet Speed Test Tool

The tool evaluates the following metrics:

Download

The rate at which you can receive data, and should exceed 4 Mbps. Higher is better.

Upload

The rate at which you can send data, and should exceed 2 Mbps. Higher is better.

Ping

Also known as latency, this is a measure of the responsiveness of your connection, and ideally should be less than 50 ms, but no greater than 100 ms. Lower is better. High latency increases the likelihood your video stream will pause/buffer.

Jitter

This is a measure of the consistency of your connection, or the variability of the latency. Lower is better. High jitter values also increase the likelihood your video stream will pause/buffer.

If any of the above four values are of concern, please consult with your Internet Service Provider.

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. For example, try playing back the presentation on a computer in Hale Library or other on-campus locations. Please note the response to the COVID-19 outbreak may impact the availability of these locations. Please exercise good judgement when visiting locations where people gather.

  • 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

Error: 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

Error: 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.

Blank space where the presentation should appear

Your K-State Single Sign-On (SSO) browser session may have expired. Do one or more of the following:

An unfamiliar login screen or a message stating the service requires cookies be enabled appear instead of the presentation

These conditions can occur under certain circumstances. Do one or more of the following:

Flashes of color during playback in Chrome

Flashing red or green frames may be displayed while using the Chrome web browser to view Mediasite presentations configured to use Smooth Streaming. This may only happen briefly, or it may continue to occur sporadically during playback. You can resolve the issue by disabling hardware acceleration in Chrome.

Still Experiencing Playback Problems?

Contact the K-State IT Help Desk at 785-532-7722 or 800-865-6143, or submit a support ticket to receive additional troubleshooting assistance.