If you see an error message on the video player, check this article:
Why do I see an error message when I launch a video?
Here are some steps you can take to try and solve the issue:
If you're watching medici.tv with one of our apps (iOS/Android/Apple TV/Android TV/Roku):
- verify that your internet connection is working
- close the app and open it again
- check if you're using the latest version of the app
- if you're using the iOS/Android app, make sure you're not using a VPN on your mobile device at the same time as some VPN may block the video stream
If you're casting medici.tv (AirPlay/Google Cast):
- make sure your TV screen and the device you're casting medici.tv with are connected to the same wireless network
- make sure you've authorized casting in your device's settings
If you're watching medici.tv on the website:
- verify that your internet connection is working
- reload the page
- try watching with a different browser
- delete your browser’s cookies and try again
- if you're using an ad blocker, try disabling it and playing the video again. Sometimes ad blockers prevent the video player from working
- if you're using a VPN, try disabling it and playing the video again as some VPN may block the video stream
-
restart your computer
If the stream is still not working, please write to us at help@medici.tv with the following information:
The email address linked to your medici.tv account
Full name(s) of the video(s) you experienced interruptions or poor quality with.
Was it a live stream or a video from the catalogue? If the video is live, you will see a Live label on the video player.
When did you start experiencing this problem?
-
Did you encounter the error while using the medici.tv website?
If yes,Are you using a mobile device (smartphone, tablet), a computer (desktop/laptop), or a smart TV to access the site?
Which browser are you using? (Chrome, Safari, Edge, Firefox…) Here’s how to check: How do I know if my web browser is up to date? How do I find out which version of my browser I am using?
-
Did you encounter the error while using any of our apps?
If yes, which app? (iOS/Android, Roku, Apple TV/Android TV)
What version of the app? Here’s how to find it: How do I know which version of the medici.tv app I am using
What device model and OS were you using with the medici.tv app (e.g., iOS 18.2 on an iPhone 16, Samsung QLED)?
Are you trying to stream the video (using Google Cast or AirPlay) on your TV? If yes, did you use a physical Google Cast/AirPlay device or the built-in Google Cast/AirPlay feature of your TV?
Your country and city - this is very helpful because we monitor streaming performance locally, especially for live events.
If you are using a customized and specific setup, please describe it as accurately as possible.
The more precise the information you provide, the better our chances of assisting you!
Thank you for your patience.
AirPlay is a trademark of Apple Inc.
Apple TV is a trademark of Apple Inc.
iOS is a trademark of Apple Inc.
Safari is a trademark of Apple Inc.
Android TV is a trademark of Google LLC.
Android is a trademark of Google LLC.
Google Cast is a trademark of Google LLC.
Chrome is a trademark of Google LLC.
medici.tv is not endorsed by or affiliated with Google in any way.