Troubleshooting Streaming and Playback Issues

Common Streaming Problems and How to Fix Them

At Ekkl, we want you to have the best possible viewing experience. If you're experiencing issues with streaming or playback, don't worry—most problems can be resolved with a few simple steps. Below are solutions to the most common streaming issues our users encounter.

Video Won't Load or Play

If your video isn't loading or refuses to play, try the following:

1. Check your internet connection: Ensure you have a stable internet connection. We recommend a minimum speed of 5 Mbps for HD streaming and 25 Mbps for Ultra HD content.
2. Refresh the page or restart the app: Sometimes a simple refresh can resolve temporary glitches. Close the Ekkl app completely and reopen it, or refresh your browser tab.
3. Clear your cache and cookies: If you're watching on a web browser, clearing your cache and cookies can resolve playback issues. Go to your browser settings to find this option.
4. Try a different browser or device: If the issue persists, try accessing Ekkl from a different browser or device to determine if the problem is device-specific.

Video is Buffering or Low Quality

If your video keeps pausing to buffer or the quality is poor:

1. Check other devices on your network: Other devices streaming, downloading, or gaming can consume bandwidth. Try pausing other activities on your network.
2. Move closer to your router: If you're on Wi-Fi, moving closer to your router can improve your connection strength.
3. Lower the video quality: If your connection is slow, try manually selecting a lower video quality in the player settings. This can provide a smoother viewing experience.
4. Restart your router: Unplug your router for 30 seconds, then plug it back in. Wait for it to fully restart before trying again.

Audio Out of Sync or No Sound

If you're experiencing audio issues:

1. Check your device volume: Ensure your device isn't muted and the volume is turned up.
2. Check the in-app volume: Make sure the volume slider within the Ekkl player isn't muted or set too low.
3. Try a different audio output: If you're using external speakers or headphones, try switching to your device's built-in speakers to isolate the issue.
4. Restart the video: Pause the video, skip back a few seconds, and resume playback. This often resyncs the audio.

Error Messages

If you see an error message while trying to stream:

1. Note the error code: If an error code is displayed, write it down. This information helps our support team diagnose the issue quickly.
2. Restart the app or browser: Close and reopen Ekkl to see if the error resolves itself.
3. Check for app updates: Ensure you're using the latest version of the Ekkl app. Outdated versions can cause compatibility issues.
4. Contact support: If the error persists, please reach out to our support team at ekkl.com/contact with the error code and a description of what you were trying to do.

Still Having Issues?

If none of the above solutions work, our customer support team is here to help. Please visit ekkl.com/contact or use the Ekkl chatbot to create a support ticket. When reaching out, please include:

• The device and browser/app you're using
• A description of the issue
• Any error messages or codes
• The title of the content you were trying to watch

We're committed to getting you back to enjoying your favorite content as quickly as possible!