Troubleshoot 360 Playback

360 video requires more computer processing power than regular video. Here are some steps you can follow to troubleshoot issues with 360 Playback. 

In this article:

• Switch quality to "auto"
• Update browser (Safari)
• Enable Hardware Acceleration (Chrome)
• Enable WebGL (Chrome)

Switch quality to "auto"

You may need to switch to one of the lower-quality options for smooth playback on your system. We recommend setting the player to “auto” in the quality menu and viewing from a supported environment. 

Update browser (Safari)

If your videos are not playing in 360 within Safari, please make sure you are using version 11.0.2 or higher. Older versions of Safari do not support 360 playback. 

Enable Hardware Acceleration (Chrome)

If videos are not playing in 360 within Chrome, it’s likely that WebGL and hardware acceleration are disabled. These browser settings are usually on by default, but if they are disabled for any reason, videos will play as flat instead of in 360.       

To enable hardware acceleration, follow these steps: 

1. In the address bar, go to chrome://settings.
2. Select System from the panel on the right.
3. In the System section, ensure Use hardware acceleration when available checkbox is toggled on (you'll need to relaunch Chrome for any changes to take effect).

Enable WebGL (Chrome)

To enable WebGL, follow these steps: 

1. In the address bar, go to chrome://flags
2. Ensure that WebGL 2.0 is enabled (you'll need to relaunch Chrome for any changes to take effect)
3. If the WebGL setting is missing, try installing a fresh version of Chrome or go to https://get.webgl.org/ for installation instructions.