JW choppy video and audio

John Holden — Dec 21, 2016 07:14PM EST

I have an imac running os 10.9. JW videos are choppy on both Chrome and Safari. Is there anyway to fix this?

14 Community Answers

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Donni

JW Player Support Agent

Dec 22, 2016 12:01PM EST 0 rated :

Can you provide a link to a page that has the player on it so I can take a look?

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John Holden

User

Dec 22, 2016 01:36PM EST 0 rated :

All videos from this site have choppy playback for me. Here is an example:

http://www.kitco.com/news/video/show/Gold--Silver-Outlook-2017/1452/2016-12-22/Bullish-Case-For-Gold-Still-Very-Much-Alive---Bloombergs-Hoffman

Thanks for checking it out!

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Donni

JW Player Support Agent

Dec 22, 2016 01:47PM EST 0 rated :

Hi John,

It looks like they are using an older version of our player that is utilizing flash. Are you also getting this type of choppy playback on other websites that utilize flash players? This seems like it maybe an overall issues with your machine having too few resources to play videos via flash.

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John Holden

User

Dec 22, 2016 02:20PM EST 0 rated :

I only have the problem on that particular website. Videos from all other websites play fine.

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Donni

JW Player Support Agent

Dec 22, 2016 03:30PM EST 0 rated :

Are those other website also running JW 6 as well? Can you try clearing your cache or opening the page in a private/incognito window to see if that helps?

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John Holden

User

Dec 22, 2016 04:37PM EST 0 rated :

I don't know what other sites are running, just that I have not had any problems except on the Kitco site. I tried an incognito window in Chrome, with no improvement. I also did a reset in Safari with no improvement. Is JW 6 an older version and Kitco needs to update it?

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Donni

JW Player Support Agent

Dec 22, 2016 04:59PM EST 0 rated :

We aren’t getting wide-spread reports of JW 6 causing this issue so it is most likely an issue with your specific machine. I would right click on the player and click settings and check the box to make sure hardware acceleration is turned on. Are you getting choppy playback here as well?

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John Holden

User

Dec 23, 2016 11:48PM EST 0 rated :

I confirmed that the hardware acceleration is turned on. The video link you posted plays flawlessly.

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Donni

JW Player Support Agent

Dec 27, 2016 12:10PM EST 0 rated :

Do you have an ad-blocker or other third party plugin installed on your browsers? Does the issue persist if you create a new user on your machine?

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John Holden

User

Dec 29, 2016 01:24PM EST 0 rated :

Hi, I turned off all my extensions, which made no difference. I also logged out and logged back in as a different user, which also made no difference.

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Donni

JW Player Support Agent

Dec 29, 2016 02:07PM EST 0 rated :

Was it a new user or an existing user?

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John Holden

User

Dec 29, 2016 05:13PM EST 0 rated :

Hi, The first time I used an existing different user account. Just now I created a new user account and tried it there, still doesn't work.

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Donni

JW Player Support Agent

Dec 30, 2016 12:37PM EST 0 rated :

At this point I would contact the website directly as they are using a version of the player that hasn’t been updated in quite a while and we are not hosting the video.

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John Holden

User

Dec 30, 2016 04:45PM EST 0 rated :

Thanks, I contacted them and hopefully they will update their JW Player.

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