Generally when there is a video playback issue, it is caused by a weak or unstable internet connection. Please follow the troubleshooting steps below to resolve the issue:
Stream your show or movie for one full minute
To get you streaming quickly, Brown Sugar may initially play your TV show or movie in a lower resolution, and load higher resolutions as the title continues to stream. If video resolution does not improve as you continue to stream, continue troubleshooting below.
Ensure your network supports streaming
If you are on a work, school, hotel, or hospital public Wi-Fi network:
- Check with your network administrator to make sure streaming services such as Brown Sugar are supported and not intentionally blocked.
- Note that many public networks have limited bandwidth.
If you're using a cellular data network or satellite internet:
- If possible, try a different network. Cellular data and satellite internet connections often have slower connection speeds than cable internet or DSL.
Reboot your computer
If you haven't already, try turning your computer completely off, wait for 10 seconds, and then power back on before trying to stream again. An incredible number of Brown Sugar streaming problems can be fixed this way, and it's one of the easiest (and one of the most overlooked) steps you can try that is very likely to get you streaming again very quickly.
Although restarting your device can fix your problem right now, if you find you have to do it often, you'll probably want to troubleshoot your home network for a long-term fix.
Restart your home network
For this step, make sure to leave your computer powered off and all of your home network equipment unplugged as a group for 30 seconds before plugging each device back in one by one.
- Turn off your computer.
- Unplug your modem (and your wireless router, if it's a separate device) from power for 30 seconds.
- Plug in your modem and wait until the indicator lights are back to its normal state. If your router is separate from your modem, plug it in and wait until the indicator lights are back to its normal state.
- Turn your computer back on and try Brown Sugar again.
Connect your computer directly to your modem
If you're connecting through a wireless router that's connected to your modem and still can't connect after restarting your network, try bypassing the router. This will help identify what's causing the problem by eliminating the router or wireless connectivity problems as a possible cause.
- Turn off your computer.
- Plug your computer directly into your modem using an Ethernet cable.
- Unplug your modem from power for at least 30 seconds, then plug it back in and wait until no new indicator lights are blinking on.
- Turn on your computer and try Brown Sugar again.
If this step gets you streaming again:
- If you've bypassed your router and successfully connected to Brown Sugar directly through your modem, it's likely that the router itself is the source of the problem.
- Bypassing the router will allow you to stream for now, but if this configuration isn't a perfect solution, you may want to contact whoever set up your home network for help resetting or re-configuring your router settings.
If you're still not able to stream:
- If you're connected directly to your modem and still can't stream Brown Sugar, you may want to check with your equipment provider to make sure your modem and Internet service are functioning as intended.
If you were unable to complete this step:
- We strongly recommend attempting to connect your computer directly to your modem if you can -- it will allow you to absolutely rule out your wireless router as the cause of any network connection issues. However, if there's no way for you to directly connect your device to your modem, continue troubleshooting below.
Improve your Wi-Fi signal
If you're connecting over Wi-Fi and the above steps didn't help, follow these suggestions to improve your wireless connectivity:
- Move your router to a new location to improve signal strength. You'll usually see better reception throughout your home if the router is in a central location.
- Move wireless devices such as cordless phones or microwave ovens away from your router. Wireless interference from these devices can cause big problems when trying to connect over Wi-Fi.
- Elevate your router off the floor. A router on top of a bookshelf or desk will give you better reception than a router placed behind or under furniture.
What should I do next?
If you are still having trouble connecting to Brown Sugar, you'll want to contact the person that set up your home network. They should be able to help resolve network connectivity issues by determining if your router is properly set up to communicate with the other devices on your home network.
Thank you for being a part of the Brown Sugar family!