Tech Support

I’m connected, but I can’t hear the service.

  1. When you open the platform, it is automatically set to mute. You can unmute the service by adjusting the volume on the bottom right side of the screen, or sometimes by hovering your cursor over the video and clicking the “unmute” button that appears.
  2. If that doesn’t solve the problem, check your audio settings. Your audio could be affected by the browser you’re using or the speakers your computer is trying to play out of.

 

When I went to the service, I got a black screen or an error message.

  1. Refresh your page. If a service is currently available, refreshing your page should get it to load.
  2. Try opening a private browser. In Chrome, it’s called an “incognito” window. Safari, Firefox, and Internet Explorer call it a “private” or “inprivate” window. This bypasses issues that might be caused by your cookie settings or cache.
  3. Try a different web browser or update your browser software.
  4. If all else fails, try a different device. The online.church platform will not run on some older browsers or operating systems.

 

The livestream isn’t starting for me!

  1. Check to make sure you are watching during a scheduled service time. We have services starting at 9, 10, and 11am on Sunday morning. If it’s not one of those times, head to our Watch page to see recent services.
  2. Refresh your page. If a service is currently available, refreshing your page should get it to load.
  3. Try opening a private browser. In Chrome, it’s called an “incognito” window. Safari, Firefox, and Internet Explorer call it a “private” or “inprivate” window. This bypasses issues that might be caused by your cookie settings or cache.
  4. Update your browser software. 
  5. If all else fails, try a different browser or device. The online.church platform will not run on some older browsers or operating systems.

 

The livestream keeps skipping or freezing for me!

  1. Check your internet connection. Both online.church and the content are hosted on reliable servers. It’s unlikely that the issue is with the video feed itself.
  2. If available, a wired internet connection is often more reliable than wifi.
  3. Adjust the video playback settings. The small cog in the lower right hand corner of the video allows you to increase or decrease the quality of your video. A lower quality playback works better with poor internet connections.
  4. If all else fails, try a different browser or device.

 

I missed an important point or I’m late to the service. Can I go back and watch it again?

  1. In most cases, you can’t go back to rewatch a portion of the service on the lifetogether.online.church platform. This ensures that all of us are watching the same content at the same time. 
  2. We start services every hour on Sunday morning, so hopefully you can join us on the next one!
  3. Every service is posted on our website, Vimeo, and Youtube at 12 noon on Sunday. From there you can rewind, pause (or fast-forward) to your heart’s content.

 

I paused the service, and when I pushed play, it jumped to a different point in the service. What’s going on?

  1. Just like in-person services, the service will keep going when you step away. By pushing pause, you’re not pausing the service itself, you’re just stopping it from streaming to your device while you’re gone. 

 

I can’t get my Chromecast to work on this service! How can I play the service on my TV?

  1. We understand some people have had trouble getting Chromecast to work on certain devices. If you’re having trouble, check out this helpful link here. This page has been helpful for some people encountering trouble.

Leave a Comment