> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.pandavideo.com/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# How to diagnose a problem when viewing the video?

# Video freezing during playback?

Panda Video uses the **HLS (HTTP Live Streaming)** protocol — the same technology used by major platforms like Apple TV and Netflix. It enables adaptive video delivery, automatically adjusting the video quality based on the user’s internet connection.

This means the video may start in lower quality and gradually adjust to higher quality during playback — all to minimize buffering and provide the smoothest experience possible.

---

## Why can a video freeze?

Even with a seemingly stable connection, temporary network fluctuations may occur due to:

* Automatic system updates  
* Other devices consuming bandwidth simultaneously  
* Weak or unstable Wi-Fi signal  

In most cases, **playback issues are related to the end user’s available bandwidth**.

---

## How to investigate occasional buffering?

If the issue affects only a few users intermittently, it's important to **gather data to identify patterns**. Ask the user:

* What is your internet connection speed?  
* Are you using Wi-Fi or 3G/4G?  
* How many devices are connected to the same network?  
* Have you tried accessing from another device or connection?  
* Are you using an outdated browser or operating system?

---

# Player not loading? (Error 403)

If you see a **403 error**, it means the domain where the player is embedded **is not authorized** in the account settings.

This is common in **member areas with custom domains** (CMS, subdomains, etc). Be sure to whitelist all domains used in your member area to ensure the player loads properly.

---

# What information do we need to investigate playback issues?

If you need to contact Panda Video support, please send the following information to help us investigate:

1. **IP Address**  
   Visit [whatsmyip.com](https://www.whatismyip.com) and copy the displayed IP.

2. **Player traceroute**  
   Helps identify routing issues to the player server.

3. **Video traceroute**  
   Same process, but directed to the video data server.

4. **Full-screen screenshot**  
   Include the browser address bar and visible player area.

5. **Browser console screenshot**  
   Console messages help us understand detailed error messages.

---

## How to run a traceroute?

1. Press `Win + R`, type `cmd`, and hit Enter  
2. Run the commands below:

For the **player**:

```tracert
player-vz-05e06853-571.tv.pandavideo.com.br
```

For the **video** (replace “player” with “b”):

```tracert
b-vz-05e06853-571.tv.pandavideo.com.br
```

This data shows the path taken to our servers and helps identify network bottlenecks between the user and Panda Video.

---

## Got any questions?

Reach out to our support team via chat, and our team will do their best to resolve any questions you have.

Not using Panda Video yet? Visit our [pricing page](https://www.pandavideo.com/pricing) and choose the plan that’s right for your business.