Technical Support

Please find troubleshooting steps and solutions to common issues below. 

Playback Issues

Slow Loading TImes

Email Issues

Something Else


Playback Issues

My video is skipping, My video will not load, My video is freezing

Playback issues can be caused or affected by system/browser updates, extension, or add-ons, as well as connection related issues. 

We recommend trying another browser (I.e., Firefox, Chrome, Safari) or device (I.e., computer, phone, tablet) to isolate the issue. We also recommend trying another network (I.e. WiFi vs Cellular or using a friend/family member's network). If you continue to experience issues, please contact our video platform support team at support@uscreen.tv and include the following information:

  • Email used for your ERGAlong account:
  • Link/URL to the page/video with the issues:
  • Computer OS Version (e.g., Windows 10, macOS 10.15, iOS 13): 
    Browser Type (I.e., Safari, Chrome, Firefox):
    Browser Version:
    Steps to reproduce the problem:
    Any screenshots/video recordings that depict the problem:

Please include if you have tried other browsers/devices/networks so our team can investigate further. 

Slow Loading Times

Sometimes, a page or video may seem to take longer than normal to load.

Here's some tips to help troubleshoot what may be contributing to a slower load time.

1. Check your internet connection speed. You can check your overall internet speed here - https://fast.com/. If you do not have enough speed, you may need to increase your package with your internet service provider. Recommended speeds for video quality:

  • 18–25 Mbps: Ultra HD video (4K, HDR)
  • 10–18 Mbps: HD video
  • 1–10 Mbps: SD video

2. Are you on a Wi-Fi network that is shared with other devices and users? You may run into buffering issues if you don’t have enough bandwidth for everyone’s devices to be on the Wi-Fi network. If you are on a public network, bandwidth may be an issue. Please try again when you are on your home or office network.

3. Are you simultaneously streaming other videos or music? Are you downloading or uploading large files? These concurrent activities can contribute to latency issues. Please try closing other streaming services and wait for large downloads or uploads to complete and try again.

4. If you're on your home wifi network, and steps 1-3 are not an issue, you may need to upgrade your modem or router. Please check with your internet service provider to ensure your equipment is updated.

5. If you're using a mobile device and not connected to Wi-Fi, and you're experiencing slow loading time or buffering, you may have reached your data cap. This information is typically found under your device Settings, under Network & Internet Data usage.

6. Do you live in a remote area and is this the first time you've visited the site or tried viewing the content in question? It's possible that due the nature of CDNs, the content has yet to be cached, causing some buffering or lag in load time. The remedy for this is try to view the content again later, and the content should then be cached. 

Update: As of March 2020, the internet has experienced above average strain across the world, due to more folks using the internet to stream videos, video chat, and perform other resource heavy activities on the internet.

Here's some articles that review this impact on world wide internet usage, in case you are curious -

CNBCNY Times, another by NY TimesBloomberg, and Fortune.

Right now, there really are no peak times of internet usage as it's pretty constant. This means there is more demand on internet networks, and you can experience lag in your internet experience, as result.

There's not much we can do to help speed up this process, but we do recommend you double-check our recommendations above.

How Video Data Travels to Your Device

When you click play on an ERGAlong video, we send the video data out through CDNs (Content Delivery Networks), to distribute the content to you as quickly as possible. Due to recent increases increases in internet usage around the world, some CDNs may experience congestion. The CDNs work to send the video data to your Internet Service Provider (ISP) via the most efficient path possible. Sometimes, exceptional circumstances mean we may need to use a less-direct path. When your ISP receives your video from Uscreen, your ISP will carry out the important task of carrying the video data across their network and into your home / device. If there is not enough capacity (ie. your internet speed and upload mbps), your video streaming quality will suffer. This is standard ISP behavior.

Email Issues

If you aren't receiving emails from us, please check your spam or junk folder. 

While it's difficult to predict why an email service provider might send an email to spam or junk, the workaround to this problem is to place our email address on a whitelist. 

Here's some helpful steps you can try based on your email provider. In the event that the email service provider is not listed below, you can follow similar steps for adding a domain to a whitelist with your provider. 

Gmail:

  1. Add the email address or domain (eg support@ergalong.com) to your Gmail Contacts. Google will usually deliver email from addresses that are in your Contacts.
  2. If the email from our site has made its way to their spam folder, mark the email as Not Spam.
  3. Create a filter to tell Gmail to whitelist emails from our domain. Here are sub-steps for this:
  • Click the cog icon in the top-right corner, and then Settings
  • Click on Filters and then Create a new filter
  • Enter ergalong.com in the From field
  • Click Create filter with this search
  • In the box headed When a message arrives that matches this search select Never send it to spam
  • Click the Create filter button

Yahoo:

  1. Add the email address or domain (eg support@ergalong.com) to your Yahoo Contacts. Yahoo will usually deliver email from addresses that are in your Contacts.
  2. If the email from our site has made its way to their spam folder, mark the email as Not Spam.
  3. Create a filter to tell Yahoo to whitelist emails from our domain. Here are sub-steps for this:
  • Select the Settings menu icon and click Settings
  • Click Filters and then Add
  • Enter a Filter Name
  • Enter the ergalong.com in the Sender field
  • Select Inbox as the folder to deliver the email to
  • Click Save and then click Save again

Outlook: 

  1. Add the email address or domain (eg support@ergalong.com) to your Outlook Contacts. Outlook will usually deliver email from addresses that are in your Contacts.
  2. Create a filter to tell Outlook to whitelist emails from your domain. Here are sub-steps for this:
  • Click the cog icon in the top-right corner and then More mail settings
  • Select Safe and blocked senders and then Safe senders
  • Add ergalong.com to the list of Safe senders


Something Else

Still need help? Contact us at jhenderson@coastalrowingusa.com for assistance!