GCI Everywhere Troubleshooting

October 7, 2016

My video is choppy. What’s wrong?

Choppy video is most often caused by a slow internet connection. The video cannot load as fast as it is playing, and as a result the playback stops. An internet connection of at least 3Mbps is required for a smooth playback experience. If you are using a mobile device you need at least a 3G connection.

If you are using a computer/laptop, double check that it meets minimum system requirements. You may also want to check the settings on any antivirus or firewall software installed on your computer to ensure that they are not blocking incoming video streams.

PC Requirements

Microsoft Window 7, Vista, XP (SP2 or SP3), Intel Pentium 4 3.2 GHz (or faster), with 2 GB RAM.

MAC Requirements

Apple OSX 10.5.7, Intel Core Duo, 1.83 GHz (or faster), with 2GB RAM.

The content programmer's app won't load video

If the video no longer loads on one of the content programmer's apps, try restarting your device.  Also, check your wireless connection and confirm that other videos, i.e. YouTube videos, load and play.

After performing the above tasks, if the app still does not load the video, delete the app from your device, then re-download it. After it is downloaded and installed, try again.

I'm getting a message stating I need Flash or Silverlight. What do I do?

  • Install Adobe Flash.
  • Download Microsoft Silverlight.
  • The video is playing but there is no sound.

    Here are a few steps you can take that may solve the problem. First, make sure the audio on your device is working by playing something on another website or application. If that’s working, adjust the volume on the video player, making sure that it’s not set to “mute.” Finally, if you’re using external speakers, check the wiring and other connections.