Audio and Video Help

NOTE: Most video playback or sound issues are localized technical issues with your particular device, or internet connection.

Most common causes of video and sound issues:

Your device: Your phone, laptop, tablet, computer or smart TV may have technical issues that prevent it from playing the video or providing optimal sound quality. This is the most common problem.

  • Make sure your Zoom software or application is up to date

  • Check your device settings that they allow video playback, popup windows, or that you are able to watch videos elsewhere

  • Be sure your sound is turned up, your speakers are properly connected (for example, bluetooth speakers often have technical issues connecting-not connecting, causing “sound problems.”)

  • Be sure you don’t have your ear buds, headphones, or other sound devices connected. The sound may be playing through one of those devices.

  • Reset, clear your web browser history and cache (memory). Google search how to do this if needed.

  • Log out, turn off your device and back on, then log in again

  • Be sure you are logged in with the correct user name and password

  • Try a different device or browser (Safari, Chrome, Firefox)

We make sure the videos play well on all devices. We test them, and also rely on checking with others that they can play the videos. If we receive several comments about a certain video not playing, we look into this right away and try to resolve that. There are rare occasions that this may occur— on a very specific video. If this is the case, please contact us right away.

Common issues that are typically caused by internet connection or technical issues with your device:

  • No sound

  • Video skips

  • Video won’t play

  • Video stops

  • Video quality is very poor

  • Sound is very low

NOTE: The Wa-Qi.com website provides subscription-based videos and live Zoom class recorded videos. These videos are either standard 720p (Zoom class recordings) or higher definition 1080p for subscription program videos. All videos are tested for both video and sound quality, ensuring that they do function on all common devices (phone, tablet, laptop, computer, smart TV). All videos are streamed through the AWS platform, unless linked occasionally to YouTube.