Technical Support

If you’re having trouble watching our live stream, we have some suggestions to help troubleshoot common issues.
What if the video has no or low volume?

Your volume levels are determined by the settings your on device and by the default volume levels of our video player. On some devices the volume will start muted, with an overlay asking you to “click to unmute”. For other viewers, you can hover over the video and click on the bottom right corner of the screen to adjust the levels in the volume bar. Please refer to the images below.

On some mobile devices the volume will start muted by default. Simply tap on the video screen to unmute the audio.

Volume Settings - Tutorial
Video Player - Volume Settings
What if the video has trouble playing?
1. Change the video playback quality

Church Online is viewable in a variety of different qualities, ranging from 360p to 1080p. The video player can be switched to a lower resolution by clicking on the “cog wheel” icon button when hovering (or pressing) the video. This will open up a menu that allows you to select a lower quality video

Church Online Quality Screen
2. refresh and restart

The first step in resolving technical issues is to refresh your browser. If refresh does not resolve the issue try restarting your device.

3. update your applications
Make sure your web browser, Flash Player, and Java are all up to date prior to watching. You can verify that you have the latest version of our recommended browsers: Internet Explorer, Chrome, Safari, Firefox, & Opera.
4. Check internet signal and speed

The quality of your playback experience is largely dependent on how your ISP (Internet Service Provider) or mobile provider connects to our video servers. Keep in mind that your overall Internet speed can vary depending on many factors, including but not limited to: time of day, other devices/ users utilizing your connection, and the strength of the signal provided by your ISP.

When a video plays in lower than expected quality, it’s likely because your Internet speed (bandwidth) or computer processing speed cannot support higher quality playback.

What if the video keeps dropping frames during playback?

Dropped frames can occur if your machine/device’s processing is unable to keep up with the video data that’s being transferred. If your system cannot process a higher quality of video, frames of video may be skipped, which can cause audio to become out of sync as well. This tends to happen most when multiple programs are running while viewing video. Try closing unused applications or browser tabs and/or update your browser and graphics card. If you’re watching the video on an older computer or device, you may experience dropped frames.

Can I watch using my Apple TV or Chromecast?

Yes! However, we recommend streaming from the church online website through a browser (such as Safari or Chrome) instead of from the Coastal Church app. If you notice problems with the streaming quality or video playback, please check for wifi and/or bluetooth interference by clicking on the following guide:

Apple TV Airplay Guide
Chromecast Help Forum

How do I troubleshoot video error messages?

If at any point you experience an error message in the video player while watching church online, please respond using one of the solutions provided below:

“Unsupported viewing environment: Your system is having trouble playing this video”

If you’re seeing this error consistently, your system or browser may not support playback in the video player. To start, double check the following:

  • The latest version of your browser is installed
  • Your system can decode H.264 video

Windows 10 users: There are versions of Windows 10 that do not come with codecs pre-installed. Try downloading the media packages found here:

“Network error: A network hiccup interrupted playback. Please reload the player and try again.”

If you are seeing this error, your browser or computer has lost connection to our player. If reloading the player doesn’t immediately resolve the issue, check your network connection to make sure it’s up and running. If the error persists, try temporarily disabling any active browser extensions, firewalls, or proxies that may be preventing a successful connection to Coastal Church Online.

“Browser error: Your browser is having trouble with this video file.”

This error can appear when your browser fails to fetch media for reasons that are usually unknown. Not to worry– a quick refresh of the player (or web page containing the player) should immediately fix the problem.

“Playback error: We’re having trouble playing this video.”

If you are seeing this error, it’s likely that you are viewing your video in a browser tab or window that’s been left idle for an extended period of time. A quick refresh of the player or your browser should clear the error.

“Player error: The player is having trouble”

If this error appears, we are currently investigating a problem on our side. Please contact [email protected] ASAP if you continue to see this error.

What are the supported devices for watching church online?

Church online videos will play on most major operating systems and devices. However, we strongly recommend updating your software and devices for optimal playback performance. Viewers will sometimes notice intermittent video performance if they are watching on an older device with an outdated operating system (such as Windows XP).

The following viewing environments are currently supported for church online video playback

  • Chrome, Safari, Firefox, Internet Explorer, Opera
  • Mobile devices- iOS and Android (includes the Coastal Church app and mobile browsers)
  • TV- Apple TV, Chromecast, etc.
Can't resolve your issue?

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We’re always trying to improve the viewing experience of our online stream. Your feedback goes a long way in helping us understand common issues viewers are experiencing.