---
title: "2-13. Basic Troubleshooting"
url: "https://support.sardius.media/knowledge-base/2-13-basic-troubleshooting"
category: "Intermediate Features (Level 2)"
updated: 2026-08-20
summary: "In this tutorial, you will learn some of the basic troubleshooting techniques to help you adjust for common issues in the Sardius Control Panel, Streaming, and Asset Playback."
---

# 2-13. Basic Troubleshooting

**Video**

> **Transcript:** In this video, we're going to talk about some basic troubleshooting. These steps are handy for you to diagnose unexpected issues and to help you gather critical information before reaching out to the Sardius Support team. Not all browsers are equal, nor can they perform each task the way our programmers intend. The Sardius Control Panel and players are best experienced using the current versions of Google Chrome and Mozilla Firefox, Apple's Safari and Microsoft Edge are rated for moderate performance as long as they are on the most recent version. Even then, there may be some reduced functionality using these two browsers. A complete list of recommended browsers is available below the video on this page. If you or your viewers are experiencing buffering issues, start by checking your internet connection. We recommend a minimum download speed of 10 megabits per second. If you were attempting to view playback from the same location as your live stream, remove your device from the local network or router and use a secondary connection to see if the buffering remains. For example, use your mobile device on a cellular network to check your player instead of the local Wi-Fi. For future events, consider using smaller segment durations from your encoder. If your segment duration is set for 6 seconds, try using 4 seconds next time. If you're still experiencing buffering after making these adjustments, contact Sardius Support. If your viewers are experiencing issues with their player such as the stream not loading at all. ask the viewer to refresh their page. You can also ask the viewer to do a hard refresh of the page to clear their cache. Windows users can hold down the control button on their keyboard and click the refresh button. Mac users can hold down, shift and click the refresh, button. You can also ask the viewer to open a private or incognito browser window. This will disable any extensions or plugins the viewer might be using. Sometimes these extensions for plugins could cause our player not to load properly. If the viewer is still experiencing issues, have them right click on the player and select Copy Troubleshooting Information, and have them email you that information. This data will contain items such as the asset’s title, ID, web URL, player version, user's operating system, and any errors the player recorded. This information can help you and the Sardius Support team figure out what is happening. If you are having trouble with a VOD asset, make sure that the asset is approved. Verify that the asset contains a master or default media item under the assets Media tab. If your player is pulling from a feed, make sure the feed actually contains your desired asset. And, if it is there, check the feeds restriction settings. Maybe the asset was restricted when it shouldn't have been. If you're still having trouble after this contact Sardius support. If you are having issues seeing your live stream, verify that your encoder has the correct stream settings, including the entry point URL and any appropriate stream keys. Verify that your encoder can see the internet and online. Access the encoder’s interface and verify that it contains an active channel that is streaming. If you are still having trouble after this contact Sardius Support. Congratulations. You are now able to perform quick diagnostic and troubleshooting steps. Should you need additional assistance, we have linked additional troubleshooting articles in the video's description below. We'll see you in the next video.

In this tutorial, you will learn some of the basic troubleshooting techniques to help you adjust for common issues in the Sardius Control Panel, Streaming, and Asset Playback.

**Onboarding Video Series (Level 2)**  

- _Previous Video:_ [Customize the Channel Player for an Event](https://support.sardius.media/knowledge-base/2-10-customize-the-channel-player-for-an-event)