If you are experiencing screener or technical issues, please try these basic solutions first. If the problem persists, please create a ticket or contact the difuzego Support Team.
Playback issues?
- Enable DRM content playback in the browser
- Disable the 'Hardware Acceleration'
- Try a different browser
- Update your browser version
- Clear the cache
- DNS errors
Screener issues?
- No remaining views
- This screener cannot be accessed anymore
- Content is no longer available
- For screeners shared through the PUBLISH module
Enable DRM content playback in the browser
Chrome
- In the address bar, type chrome://settings/content/protectedContent, then press Enter.
- Enable or disable 'Ensure Sites can play protected content' and 'Sites can use identifiers to play protected content' as needed.
Edge
- In the address bar, type edge://settings/content/protectedContent, then press Enter.
- Toggle on the 'Allow sites to play protected content' and 'Allow identifiers for protected content'
Firefox
- In the address bar, type about:preferences, then press Enter.
- In the General panel, go to the Digital Rights Management (DRM) Content section.
- Make sure the box next to Play DRM-controlled content is check marked.
Safari
- Safari does not allow users to control this setting.
Disable the 'Hardware Acceleration'
If getting an error message while playing the media, try turning off the 'Use hardware acceleration when available' option in the browser settings.
Enabling this option may also result in a blank screen with audible audio when using the Apple AirPlay feature.
Chrome
- Type chrome://settings/system in the address bar
- Disable the 'Use hardware acceleration when available' option
- Relaunch the browser
Edge
- Type edge://settings/system in the address bar
- Disable the 'Use hardware acceleration when available' option
- Restart the browser
Firefox
- Type about:preferences#general in the address bar
- Scroll down to the 'Performance' section
- Uncheck 'Use recommended performance settings'
- Uncheck 'Use hardware acceleration when available'
Safari
- Safari does not allow users to turn hardware acceleration on and off.
Try a different browser
When experiencing proxy playback issues (assets on difuzego or screeners,) please try a different browser. The proxy encryption process varies depending on the operating system and software environment. It is possible that while one type of proxy is unavailable, the other version will be fully accessible.
Also, other browsers may have different default settings than the one currently used. Some settings can cause access or playback issues
When contacting the difuzego Support Team, please mention which browser you are using as this can help to troubleshoot the problem.
Update your browser version
If using an older version, it is possible that it won't be compatible with the content on difuzego. Make sure you are using the latest version.
Clear the cache
The cache’s purpose is to stock data so the browser can retrieve and use recurrent information faster the next time you access the same page. Considering this, any subsequent changes in the programation or layout of the page can be in conflict with the previous information and cause display errors or alter the functionalities available. Deleting the stored cache data will allow the current version to be retrieved. This provides a clean slate when investigating the causes of issues.
The clean cache option can usually be found in the Privacy and Security settings of the browser.
DNS errors
DNS issues can be caused by multiple factors depending on the user’s setup. Using a VPN, an Ad-blocker or an obsolete browser may prevent you from accessing screener content.
No remaining views
The maximum amount of viewing sessions determined by the representative has been reached. To request more viewing sessions, click on the 'Request Viewing Sessions' button below the screen.
A viewing session is deduced everytime the playback is activated. The feature can be paused and resumed as many time as needed as long as the page is not refreshed. Exiting the viewing page and restarting the feature later on will count as another viewing session.
This screener cannot be accessed anymore
The screener link is expired. A request to extend the screener availability can be sent directly from the screener link by clicking on the 'Request Screener End Date Extension' button on the page.
Content is no longer available
Sometimes assets used in screening links get replaced by a newer version and are therefore not available anymore.
If you are the recipient of a screener link
Please contact the difuzego Support Team or your representative to update the screener link.
If you are a customer representative
Representatives can review the properties of screeners and update them if necessary. To do so, choose the ‘edit screener’ function and verify which media was selected by clicking on the pencil icon. If the media is unavailable, this screen will be blank. The asset can be removed and replaced by any asset showing up in the Available Content section.
For screeners shared through the PUBLISH module
If the playback of the proxy is jerky or just stops, the streaming video quality can be adjusted by using the Settings function at the bottom right of the video player. The Video Quality setting is set to Auto by default but it can be changed to a different level to insure a smoother playback.
