Generally when there is a video playback issue, it is caused by a weak or unstable internet connection. You can solve video playback errors on your mobile device by following the troubleshooting steps below:
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.
Restart the device you're streaming Brown Sugar on
If you haven't already, try turning your mobile device completely off and then 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 device and all of your home network equipment powered off and unplugged as a group for 30 seconds before plugging each device back in one by one.
- Turn off your mobile device.
- 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 no new indicator lights are blinking on. If your router is separate from your modem, plug it in and wait until no new indicator lights are blinking on.
- Turn your device back on and try Brown Sugar again.
Try a different Internet connection
If possible, connect your mobile device to a different Internet access point to rule out any potential home network configuration problems. Some examples:
- Attempt to connect to a different Wi-Fi network in range of your device.
- Bring your device to a neighbor's or friend's house and attempt to stream.
- If you have the ability to access a cellular data network on your device, try using it to connect to Brown Sugar. While we generally don't advise streaming over a data network as a fix, it's a good way to see if a home network configuration issue is what's keeping you from streaming reliably.
If you're able to stream using a different Internet connection, we recommend checking with whoever set up your home network to resolve any potential issues with the way the network is configured.
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!