Confirm Windows or macOS support.
Tell support the operating system and version. Our player is available for supported Windows setups, with compatible alternatives where needed on macOS. Do not install a mobile package directly on a desktop system.
Use the right access instructions.
Follow the login method supplied with your subscription. We do not publish an unverified webplayer or ask you to enter service passwords into this website. A purchase reference is not a player username.
Check playback and output.
Make sure the player is using the intended speakers or HDMI display. If a laptop is on battery saving mode, compare its behavior while connected to power. Close unnecessary heavy downloads when checking network-related buffering.