{"id":6313,"date":"2026-01-19T14:45:58","date_gmt":"2026-01-19T14:45:58","guid":{"rendered":"https:\/\/mediastore.support\/?p=6313"},"modified":"2026-02-03T13:25:20","modified_gmt":"2026-02-03T13:25:20","slug":"basic-troubleshooting","status":"publish","type":"post","link":"https:\/\/mediastore.support\/?p=6313","title":{"rendered":"Basic Troubleshooting"},"content":{"rendered":"<div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container has-pattern-background has-mask-background nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:1248px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-text fusion-text-1\"><p>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.<\/p>\n<p>&nbsp;<\/p>\n<\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"align-self: center;margin-left: auto;margin-right: auto;margin-bottom:50px;width:100%;\"><div class=\"fusion-separator-border sep-single sep-solid\" style=\"--awb-height:20px;--awb-amount:20px;border-color:#e2e2e2;border-top-width:1px;\"><\/div><\/div><div class=\"fusion-text fusion-text-2\"><h3 class=\"fusion-title-heading title-heading-left awb-responsive-type__disable fusion-live-editable medium-editor-element\" role=\"textbox\" contenteditable=\"true\" spellcheck=\"true\" data-inline-parent-cid=\"5\" data-inline-override-color=\"text_color\" data-inline-override-font-size=\"font_size\" data-inline-override-line-height=\"line_height\" data-inline-override-letter-spacing=\"letter_spacing\" data-inline-override-tag=\"size\" data-toolbar=\"full\" data-param=\"element_content\" data-medium-editor-element=\"true\" aria-multiline=\"true\" data-medium-editor-editor-index=\"2\" data-placeholder=\"Your Content Goes Here\" data-medium-focused=\"true\">1. Confirm the Correct URL<\/h3>\n<\/div><div class=\"fusion-text fusion-text-3\"><ul>\n<li>Verify that the client is using the correct MediaStore site URL<\/li>\n<li>Watch for common issues such as typos, outdated bookmarks, or incorrect subdomains<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<\/div><div class=\"fusion-text fusion-text-4\"><h3 class=\"fusion-title-heading title-heading-left awb-responsive-type__disable fusion-live-editable medium-editor-element\" role=\"textbox\" contenteditable=\"true\" spellcheck=\"true\" data-inline-parent-cid=\"7\" data-inline-override-color=\"text_color\" data-inline-override-font-size=\"font_size\" data-inline-override-line-height=\"line_height\" data-inline-override-letter-spacing=\"letter_spacing\" data-inline-override-tag=\"size\" data-toolbar=\"full\" data-param=\"element_content\" data-medium-editor-element=\"true\" aria-multiline=\"true\" data-medium-editor-editor-index=\"8\" data-placeholder=\"Your Content Goes Here\" data-medium-focused=\"true\">2. Check the Web Browser<\/h3>\n<\/div><div class=\"fusion-text fusion-text-5\"><ul>\n<li>Ask which browser and version the client is using<\/li>\n<li>Confirm the browser is fully up to date<\/li>\n<li>Try accessing the site using a different, up-to-date browser (e.g. Chrome, Firefox, Safari, Edge)<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<\/div><div class=\"fusion-text fusion-text-6\"><h3 class=\"fusion-title-heading title-heading-left awb-responsive-type__disable fusion-live-editable medium-editor-element\" role=\"textbox\" contenteditable=\"true\" spellcheck=\"true\" data-inline-parent-cid=\"9\" data-inline-override-color=\"text_color\" data-inline-override-font-size=\"font_size\" data-inline-override-line-height=\"line_height\" data-inline-override-letter-spacing=\"letter_spacing\" data-inline-override-tag=\"size\" data-toolbar=\"full\" data-param=\"element_content\" data-medium-editor-element=\"true\" aria-multiline=\"true\" data-medium-editor-editor-index=\"12\" data-placeholder=\"Your Content Goes Here\" data-medium-focused=\"true\">3. Check the Device and Operating System<\/h3>\n<\/div><div class=\"fusion-text fusion-text-7\"><ul>\n<li>Identify the device type (desktop, laptop, tablet, mobile)<\/li>\n<li>Confirm the operating system version is supported and up to date<\/li>\n<li>Try accessing the site from a different, up-to-date device<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<\/div><div class=\"fusion-text fusion-text-8\"><h3 class=\"fusion-title-heading title-heading-left awb-responsive-type__disable fusion-live-editable medium-editor-element\" role=\"textbox\" contenteditable=\"true\" spellcheck=\"true\" data-inline-parent-cid=\"11\" data-inline-override-color=\"text_color\" data-inline-override-font-size=\"font_size\" data-inline-override-line-height=\"line_height\" data-inline-override-letter-spacing=\"letter_spacing\" data-inline-override-tag=\"size\" data-toolbar=\"full\" data-param=\"element_content\" data-medium-editor-element=\"true\" aria-multiline=\"true\" data-medium-editor-editor-index=\"15\" data-placeholder=\"Your Content Goes Here\" data-medium-focused=\"true\">4. Disable Browser Extensions or Plugins<\/h3>\n<\/div><div class=\"fusion-text fusion-text-9\"><ul>\n<li>Check if plugins or extensions are installed<\/li>\n<li>Use a private\/incognito window or another browser with no extensions enabled to test if this is the issue<\/li>\n<li>Temporarily disable all extensions<\/li>\n<\/ul>\n<p><em>Browser extensions (such as ad blockers or privacy tools) can interfere with site access and playback.<\/em><\/p>\n<p>&nbsp;<\/p>\n<\/div><div class=\"fusion-text fusion-text-10\"><h3 class=\"fusion-title-heading title-heading-left awb-responsive-type__disable fusion-live-editable medium-editor-element\" role=\"textbox\" contenteditable=\"true\" spellcheck=\"true\" data-inline-parent-cid=\"13\" data-inline-override-color=\"text_color\" data-inline-override-font-size=\"font_size\" data-inline-override-line-height=\"line_height\" data-inline-override-letter-spacing=\"letter_spacing\" data-inline-override-tag=\"size\" data-toolbar=\"full\" data-param=\"element_content\" data-medium-editor-element=\"true\" aria-multiline=\"true\" data-medium-editor-editor-index=\"20\" data-placeholder=\"Your Content Goes Here\" data-medium-focused=\"true\">5. Check Internet Connection Stability<\/h3>\n<\/div><div class=\"fusion-text fusion-text-11\"><ul>\n<li>Confirm the client\u2019s internet connection is stable<\/li>\n<li>Switch to a more stable network<\/li>\n<li>Restart the router or modem<\/li>\n<\/ul>\n<p><em>Weak or unstable WI-FI, mobile data interruptions, or network congestion can cause issues.<\/em><\/p>\n<p>&nbsp;<\/p>\n<\/div><div class=\"fusion-text fusion-text-12\"><h3 class=\"fusion-title-heading title-heading-left awb-responsive-type__disable fusion-live-editable medium-editor-element\" role=\"textbox\" contenteditable=\"true\" spellcheck=\"true\" data-inline-parent-cid=\"15\" data-inline-override-color=\"text_color\" data-inline-override-font-size=\"font_size\" data-inline-override-line-height=\"line_height\" data-inline-override-letter-spacing=\"letter_spacing\" data-inline-override-tag=\"size\" data-toolbar=\"full\" data-param=\"element_content\" data-medium-editor-element=\"true\" aria-multiline=\"true\" data-medium-editor-editor-index=\"25\" data-placeholder=\"Your Content Goes Here\" data-medium-focused=\"true\">6. Confirm Device Management Restrictions<\/h3>\n<\/div><div class=\"fusion-text fusion-text-13\"><ul>\n<li>Ask if the device is managed by an IT department<\/li>\n<li>Check whether any network or streaming restrictions are in place<\/li>\n<li>Try accessing the site from a personal or unmanaged device<\/li>\n<\/ul>\n<p><em>Some corporate or managed devices restrict internet access or video streaming. You may need to contact the client&#8217;s IT department.<\/em><\/p>\n<p>&nbsp;<\/p>\n<\/div><div class=\"fusion-text fusion-text-14\"><h3 class=\"fusion-title-heading title-heading-left awb-responsive-type__disable fusion-live-editable medium-editor-element\" role=\"textbox\" contenteditable=\"true\" spellcheck=\"true\" data-inline-parent-cid=\"17\" data-inline-override-color=\"text_color\" data-inline-override-font-size=\"font_size\" data-inline-override-line-height=\"line_height\" data-inline-override-letter-spacing=\"letter_spacing\" data-inline-override-tag=\"size\" data-toolbar=\"full\" data-param=\"element_content\" data-medium-editor-element=\"true\" aria-multiline=\"true\" data-medium-editor-editor-index=\"29\" data-placeholder=\"Your Content Goes Here\" data-medium-focused=\"true\">7. Check for VPNs, Proxies, or Network Filters<\/h3>\n<\/div><div class=\"fusion-text fusion-text-15\"><p>VPNs, proxies, or metered connections can interfere with site access and streaming.<\/p>\n<p>Ask whether the client is using:<\/p>\n<ul>\n<li>A VPN<\/li>\n<li>A proxy server<\/li>\n<li>Network filtering or metering tools<\/li>\n<\/ul>\n<p><strong>If enabled:<\/strong><\/p>\n<ul>\n<li>Disable VPN\/proxy\/filtering<\/li>\n<li>Reload the site and test again<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<\/div><div class=\"fusion-text fusion-text-16\"><h3 class=\"fusion-title-heading title-heading-left awb-responsive-type__disable fusion-live-editable medium-editor-element\" role=\"textbox\" contenteditable=\"true\" spellcheck=\"true\" data-inline-parent-cid=\"19\" data-inline-override-color=\"text_color\" data-inline-override-font-size=\"font_size\" data-inline-override-line-height=\"line_height\" data-inline-override-letter-spacing=\"letter_spacing\" data-inline-override-tag=\"size\" data-toolbar=\"full\" data-param=\"element_content\" data-medium-editor-element=\"true\" aria-multiline=\"true\" data-medium-editor-editor-index=\"34\" data-placeholder=\"Your Content Goes Here\" data-medium-focused=\"true\">8. Verify Regional Internet Restrictions<\/h3>\n<\/div><div class=\"fusion-text fusion-text-17\"><ul>\n<li>Confirm the client\u2019s current location<\/li>\n<li>Determine whether local restrictions may impact access<\/li>\n<li>Test whether VPN access resolves the issue<\/li>\n<\/ul>\n<p><em>In certain regions, full site functionality may not be possible.<\/em><\/p>\n<p>&nbsp;<\/p>\n<\/div><div class=\"fusion-text fusion-text-18\"><h3 class=\"fusion-title-heading title-heading-left awb-responsive-type__disable fusion-live-editable medium-editor-element\" role=\"textbox\" contenteditable=\"true\" spellcheck=\"true\" data-inline-parent-cid=\"21\" data-inline-override-color=\"text_color\" data-inline-override-font-size=\"font_size\" data-inline-override-line-height=\"line_height\" data-inline-override-letter-spacing=\"letter_spacing\" data-inline-override-tag=\"size\" data-toolbar=\"full\" data-param=\"element_content\" data-medium-editor-element=\"true\" aria-multiline=\"true\" data-medium-editor-editor-index=\"38\" data-placeholder=\"Your Content Goes Here\" data-medium-focused=\"true\">9. App Access<\/h3>\n<\/div><div class=\"fusion-text fusion-text-19\"><p>If the client is accessing the site via a mobile or TV app:<\/p>\n<ul>\n<li>Confirm the correct app is installed<\/li>\n<li>Ensure the app is updated to the latest version<\/li>\n<li>Reinstall the app to see if this resolves the issue<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"align-self: center;margin-left: auto;margin-right: auto;margin-bottom:50px;width:100%;\"><div class=\"fusion-separator-border sep-single sep-solid\" style=\"--awb-height:20px;--awb-amount:20px;border-color:#e2e2e2;border-top-width:1px;\"><\/div><\/div><div class=\"fusion-text fusion-text-20\"><p><strong>Did this resolve your query? <\/strong>Contact <span style=\"color: #0476d9;\"><a style=\"color: #0476d9;\" href=\"mailto:support@mediafellows.com\">support@mediafellows.com<\/a><\/span> for further help.<\/p>\n<\/div><\/div><\/div><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":14,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[580,544,551],"tags":[],"class_list":["post-6313","post","type-post","status-publish","format-standard","hentry","category-access","category-started","category-troubleshoot"],"_links":{"self":[{"href":"https:\/\/mediastore.support\/index.php?rest_route=\/wp\/v2\/posts\/6313","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/mediastore.support\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/mediastore.support\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/mediastore.support\/index.php?rest_route=\/wp\/v2\/users\/14"}],"replies":[{"embeddable":true,"href":"https:\/\/mediastore.support\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=6313"}],"version-history":[{"count":7,"href":"https:\/\/mediastore.support\/index.php?rest_route=\/wp\/v2\/posts\/6313\/revisions"}],"predecessor-version":[{"id":6735,"href":"https:\/\/mediastore.support\/index.php?rest_route=\/wp\/v2\/posts\/6313\/revisions\/6735"}],"wp:attachment":[{"href":"https:\/\/mediastore.support\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=6313"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/mediastore.support\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=6313"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/mediastore.support\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=6313"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}