Use the steps below to rule out the most common causes of access and playback issues. In most cases, these checks will quickly identify or resolve the problem.

 

1. Confirm the Correct URL

  • Verify that the client is using the correct MediaStore site URL
  • Watch for common issues such as typos, outdated bookmarks, or incorrect subdomains

 

2. Check the Web Browser

  • Ask which browser and version the client is using
  • Confirm the browser is fully up to date
  • Try accessing the site using a different, up-to-date browser (e.g. Chrome, Firefox, Safari, Edge)

 

3. Check the Device and Operating System

  • Identify the device type (desktop, laptop, tablet, mobile)
  • Confirm the operating system version is supported and up to date
  • Try accessing the site from a different, up-to-date device

 

4. Disable Browser Extensions or Plugins

  • Check if plugins or extensions are installed
  • Use a private/incognito window or another browser with no extensions enabled to test if this is the issue
  • Temporarily disable all extensions

Browser extensions (such as ad blockers or privacy tools) can interfere with site access and playback.

 

5. Check Internet Connection Stability

  • Confirm the client’s internet connection is stable
  • Switch to a more stable network
  • Restart the router or modem

Weak or unstable WI-FI, mobile data interruptions, or network congestion can cause issues.

 

6. Confirm Device Management Restrictions

  • Ask if the device is managed by an IT department
  • Check whether any network or streaming restrictions are in place
  • Try accessing the site from a personal or unmanaged device

Some corporate or managed devices restrict internet access or video streaming. You may need to contact the client’s IT department.

 

7. Check for VPNs, Proxies, or Network Filters

VPNs, proxies, or metered connections can interfere with site access and streaming.

Ask whether the client is using:

  • A VPN
  • A proxy server
  • Network filtering or metering tools

If enabled:

  • Disable VPN/proxy/filtering
  • Reload the site and test again

 

8. Verify Regional Internet Restrictions

  • Confirm the client’s current location
  • Determine whether local restrictions may impact access
  • Test whether VPN access resolves the issue

In certain regions, full site functionality may not be possible.

 

9. App Access

If the client is accessing the site via a mobile or TV app:

  • Confirm the correct app is installed
  • Ensure the app is updated to the latest version
  • Reinstall the app to see if this resolves the issue

 

Did this resolve your query? Contact support@mediafellows.com for further help.