Having Trouble Watching the Service Online?

Let us help diagnose the problem.

Frequently Asked Questions

Find answers to some of Saddleback’s most commonly asked questions and links to additional information on associated topics. If you don’t see your question listed below, use the search tool at the top of this page to direct you to the information you need.

Why is my video buffered, choppy, or frozen?

  • Check your network connection to be sure you are connected to the internet.
  • Multiple users on your home network watching video at the same time may interfere with the quality of video streaming.
  • Test your bandwidth speed - www.speedtest.net. For the best viewing experience, select a server near your location with a broadband connection of at least 500 Kbps (down speed).
  • If you’re watching on a computer, select a lower bitrate from the Video Quality drop-down menu located below the bottom-right corner of the video screen.
  • Update your browser. (Learn more here.)

Why is the video not loading?

  • Be sure you are watching the service after the scheduled start time.
  • Verify that the Flash Player plugin is installed in your system.
  • Refresh the web page. Once it has completely loaded, click the “Watch Now” button to begin playing the service.
  • Clear your internet browser’s cache (Chrome, Internet Explorer, Firefox, Safari).
  • Check to ensure that your system’s firewall has enabled port 1935 for tcp traffic.
  • Update your browser. (Learn more here)

Why is Internet Explorer not working?

Why is Android not working?

  • For the best experience on Android, we recommend visiting our Online Campus using Chrome on Android 4.0 and up.

Why don’t I hear any sound?

  • Adjust the volume on your computer and speakers.
  • Adjust the volume control located in the lower right corner of the video player at saddleback.com/online.
  • Restart your internet browser by closing and reopening it.
  • Update your Flash Player to the latest version.
  • Allow third-party Flash content on your computer (learn more by visiting Adobe’s help page).
  • Check any antivirus and firewall software to see if it's blocking third-party Flash content.

Why won’t the video play on my iPhone?

  • In your phone’s settings, verify that your wi-fi is turned on and you are connected to the Internet.
  • Check that your phone is receiving a strong service signal (more than one bar).
  • Close other apps that may be connecting to the internet and using up your bandwidth.
  • Try using the Saddleback iOS app.
  • Can you view any other videos on your phone? Click the following link to try playing a video: http://m.youtube.com/user/saddlebackchurch. If you are unable to play any other video on your phone, there may be a technical issue relating to your phone’s video capabilities. If your phone does play other videos, please email our support team at online@saddleback.com for further assistance.

Why is the chat feature not working?

Still Having Issues?

If your problem was not addressed in our FAQ, or if you are still having difficulty watching the service online, please email our support team at online@saddleback.com with a short description of the problem you are experiencing.