Are you experiencing problems streaming video content on cbc.ca/sports or the CBC Sports app?
Generally, streaming problems occur when there are issues with the viewer's network, the device used to stream content, or software/settings on the viewer's device/network which may be interfering with our service.
With regard to LIVE video streams, CBC is not always involved in the filming and production of the content we make available online. In these situations, CBC will be provided live feeds from external sources.
Unfortunately, if there are any issues with the video feed a host broadcaster provides us, there is not much CBC can do to quickly rectify the problem on our end.
Below are some tips to get the most optimal video streaming experience.
While we are doing our best to ensure viewers can access video streams on CBC Sports on as many devices and platforms as possible, it is still difficult to support them all. If you are accessing CBC Sports on an unsupported device or platform, you will most likely experience streaming issues.
CBC Sports is available for free as an App for Apple, and Android phones and tablets.
CBC Sports is also accessible online at cbc.ca/sports
1. Use our free CBC Sports app
If you are using a mobile phone or tablet to access CBC Sports, we suggest using our free CBC Sports app for Apple, and Android rather than your device's mobile browser as the app will offer you a better viewing experience.
Our app will offer you a smoother, more reliable streaming experience when installed on a supported device.
If you're using the app and experiencing issues, try deleting it, powering off your device for a minute, and reinstalling the app. Doing this can sometimes clear up minor issues.
What iOS versions are supported?
The minimum OS version supported for Apple devices is iOS 12. This means that these Apple devices can continue to use their current version of the app, but they will no longer be eligible for future updates.
- iPhone 5c
- iPhone 5
- iPhone 4s
- iPad (gen 4)
- iPad mini (gen 1)
- iPad (gen 3)
- iPad 2
What Android versions are supported?
The minimum OS version supported for Android devices is Lollipop (OS version 5).
This means that Android devices that are on Kitkat (OS version 4.4) can continue to use their current version of the app, but they will no longer be eligible for future updates.
2. Update your desktop web browser
If you are accessing CBC Sports on a personal computer, please ensure your browser is updated to the latest version.
We currently support the following browsers on Windows and Mac.
- Chrome
- Safari 10
- Microsoft Edge We don't support Internet Explorer
- Firefox
If you are experiencing streaming issues on a particular web browser, try using a different browser to see if the issue persists.
Here are some links to the latest versions of Firefox and Google Chrome web browsers for your convenience:
Firefox: https://www.mozilla.org/en-US/firefox/new/
Google Chrome: https://www.google.com/chrome/browser/desktop/index.html
Please note - We do not support streaming video content from Smart TV web browsers.
These browsers generally lack features that are compatible with our service.
3. Chromecast Issues
Please note - We only support the round Chromecast, Chromecast Ultra, and Google TV plug-in devices.
If you have the older Chromecast stick or Chromecast (Google Cast) built into your Smart TV or Android TV, you may experience issues casting our content.
If you own the Google TV device, we strongly recommend installing the Sports app on the device rather than casting as the app will provide you with a better experience.
Not supported
Supported
Troubleshooting casting from the CBC Sports app
Android - If you are using the round Chromecast or Chromecast Ultra, can you try deleting the CBC Sports app data on your Android device via settings > apps > CBC Sports > storage
Once you have done that, try deleting the app, restarting your phone/tablet and then reinstalling the app.
iPhone/iPad - If you are using an Apple iPhone or iPad, delete the app, restart your device and then reinstall the app.
As well, unplug the power cord from your Chromecast for a minute. This is an important step as powering off your Chromecast for a few minutes can clear up a lot of minor issues.
Troubleshooting casting from the Chrome web browser on a computer
Chrome browser - If you are streaming from the Chrome web browser, please ensure that you have the most recent version of Chrome installed on your computer.
Restart your computer and ensure that your computer is on the same wifi network as your Chromecast.
As well, unplug the power cord from your Chromecast for a minute. This is an important step as powering off your Chromecast for a few minutes can clear up a lot of minor issues.
Try disabling any antivirus software (Bitdefender, Kapersky...), ad blockers (Ad-Blocker, Ad Blocker Plus...), privacy extensions (DuckDuckGo, Privacy Badger), or VPNs running on your device or network to see if that helps.
Try disabling any apps or programs that are running in the background on your computer to see if this helps
4. Location, or playback errors
Please note: Due to rights and licensing agreements some sports content, including NHL hockey, is not available outside of Canada. Please see here for more information about programming available outside of Canada.
If you are within Canada and encountering any location, log in, or playback errors, try disabling any antivirus software (Bitdefender, Kapersky...), ad blockers (Ad-Blocker, Ad Blocker Plus...), privacy extensions (DuckDuckGo, Privacy Badger), or VPNs running on your device or network to see if that helps.
Many antivirus suites provide ad-blocking and VPN capabilities, so you may need to check your program settings to see if any of these services are running.
You may also experience streaming or location issues if you are using IPv6. Try disabling IPv6 to see if this resolves your issues.
Troubleshooting the app
- Make sure you have the most recent version of the app installed on your device.
- If you have any ad-blockers, anti-virus software, or a VPN running on your device or network, disable all of these.
- Update your device’s OS or iOS. We currently support Apple and Android phones and tablets, and we recommend you have the latest version of your device’s operating system installed. Please take note of our minimum system requirements for mobile devices.
- Please verify that you are connected to the internet and that the wifi signal you are using is steady. Attempting to stream from a cellular network is less stable and will consume data.
- Close any other apps that might be interfering with your ability to stream video or audio from the CBC Sports app, particularly those also using audio functionality.
- Try deleting the CBC Sports app data from your device. Doing this can help clear out any minor issues you might be encountering such as articles linking to the wrong story, and general performance issues.
Clear Data from Android device:
- Select Settings from your home screen
- Next, select Apps, locate CBC Sports, and select it
- Scroll down the screen until you see Storage
- On the Storage screen under Space Used you will see Data and Cache. Deleting the app data and cache may help clear out any minor issue you may be experiencing with the app
- To clear both data and cache, select the Clear Data option from the bottom of the screen.
Clear Data from an IOS device:
- If you're still experiencing issues, try deleting the app entirely, powering down for a minute, and then reinstalling the app.
5. Wireless Network Strength
If you are streaming our content via wifi, please note that wireless signal strength can affect streaming quality.
If your wireless signal occasionally drops out, or your speeds tend to fluctuate, you will experience issues streaming our content.
You can check your wireless network speed by heading over to the following link: fast.com
Once the site loads, the speed test will begin.
Take note of the number that comes up at the end of the speed test.
Run the test a few more times and take note if the speed fluctuates during the test.
If your speed is lower than what you are paying for, or your speeds are fluctuating, you may need to reboot your wireless router.
The easiest way to do this would be to unplug the power from your router for a few minutes. Once your router is plugged back in and your network is back up try the test at fast.com again.
Distance from your wireless router can also affect signal strength and speed.
If your wireless router is in a different room or floor than the device you are streaming Sports on, this may affect signal strength.
If you are able to, run the above speed test in the area you generally stream Sports from.
If the test results are low or they are fluctuating, re-run the test closer to your router to see if there is an improvement.
If you're still experiencing issues, please contact us here