Skip to main content

Troubleshooting: Privacy or loading error when attempting to watch embedded Live

If you're seeing a privacy error message or the video player isn't loading, you may need to adjust your browser settings. 

In this article:

What is causing the privacy/loading issue?

The most common reason is that your browser's security settings are blocking the player from verifying your access, which either shows an error or stops the live event from loading.

How to fix the privacy/loading issue

An issue with watching an embedded live event can sometimes be solved by a few fixes within your browser. 

Step 1: The quick fixes

  1. Refresh your page: Click the reload button in your browser to try loading the page again.
  2. Accept cookies: If a banner asking you to "Accept Cookies" appears on the page, be sure to accept it. The player needs essential cookies to function correctly.
  3. Open in a private or incognito window: This is the most reliable test as it usually ignores the browser settings that cause this problem.
    • In Chrome: Open the three dots menu and select New Incognito window.
    • In Firefox: Open the three lines menu and select New private window.
    • In Safari: Select File and choose New Private Window.

If the live event works in a private/incognito window, the issue is most likely with your browser's normal settings. In that case, continue to Step 2.

Step 2: Check your browser and extensions

  1. Try a different browser: If you are using Safari or Firefox, try opening the stream in Google Chrome, which is often less restrictive.
  2. Temporarily disable extensions: Privacy tools like ad-blockers (AdBlock, uBlock Origin) or anti-tracking extensions (Ghostery, Privacy Badger) are the most common cause of this error. Try disabling them for this website and reload the page.

Step 3: Adjust browser settings (Advanced)

If you still can't see the live event, you may need to adjust your browser's privacy settings to allow the player to work.

  • Google Chrome: Instructions to allow third party-cookies for a specific site.
  • Mozilla Firefox: Instructions on how to set Enhanced Tracking Protection to Standard.
  • Apple Safari: Ensure that "Prevent cross-site tracking" is unchecked. (Note: You may want to re-enable this after the stream is over.)
  • Microsoft Edge: Instructions to allow cookies for a specific site. Also, ensure that "Block third-party cookies" is turned off.

Still Having Trouble?

If you have tried all the steps above, the issue might be your network.

  • Work or School network: Some corporate or school networks have firewalls that block video streaming. Try using a different network, such as your mobile data connection.
  • Contact Support: If nothing else works, please contact our support team and be sure to include the following information: 
    • A screenshot/recording of the page
    • The browser and browser version you're using
    • The device and OS version you are using 
    • That you have already tried the steps in this troubleshooting guide.

Related articles