Persistent Buffering or Connectivity Issues

Created by: Taylor F

Modified on: Tue, 19 Nov, 2019 at 9:47 PM


There are a variety of reasons you might experience buffering issues. As the graphic below shows, the vast majority of these issues come at the level of the router or in-home internet connection. 

If you are experiencing buffering or freezing, try the following basic steps to resolve the issue:

  • Avoid using a wireless connection. If possible, connect using a wired connection (LAN) to connect your device to the internet.
  • Reboot your Cloud TV device.
  • Run a Speedtest  on your device to be sure the connection is fast enough. A 20 MB connection is preferred, with a minimum 10MB download speed. You can run a speedtest here:  https://franqie.com/speedtest

If you are experiencing persistent buffering or connectivity issues and none of the above strategies is working, you may need to reset your router.

Several different router reset methods can be used depending on the situation.

Hard Resets

A hard reset is the most common type of router reset. It is generally used when you want to start over with new settings.

A hard rest reverts the router to factory settings. As a result, performing a hard reset will remove any customized settings, including passwords, usernames, security keys, post forwarding settings, and custom DNS servers.

However, a hard rest does not remove or alter the router firmware that is currently installed.

To avoid any issues with internet connectivity, disconnect all devices from the router before performing a hard rest.

How to perform a hard reset:

  1. With the router powered on, locate the Reset button. It might be on the back or the bottom.
  2. With something small and pointed such as a paperclip, hold down the Reset button for 30 seconds.
  3. After releasing it, wait another 30 seconds for the router to fully reset and power back on.

An alternative method called the 30-30-30 hard reset rule involves holding down the reset button for 90 seconds instead of 30 and can be tried if the basic 30 second version doesn’t work.

Some router manufacturers might have a preferred way to reset their router, and some methods to resetting a router may differ between models. Check the instructions for your particular router for more information.

Power Cycling

Turning the router off and back on again is called power cycling. Power cycling is used to recover after glitches that may have caused the router to drop the connection, such as corruption in the internal memory or overheating.

Power cycling will not erase any customized settings such as saved passwords, security keys, or other settings stored in the router console.

How to power cycle your router:

Power to a router can be shut off either using the device’s on/off switch (if it has one) or by unplugging the power cord. Battery-powered routers must have their batteries removed.

Some people like to wait 30 seconds after powering the router off, but it’s not necessary to wait more than a few seconds before powering the device back on. Note that just like after a hard reset the router will take some time after being turned on again to resume operation.  

Soft Resets

When troubleshooting internet connectivity issues, it can help to reset the connection between the router and your device. Depending on how you do it, this may just involve removing the physical connection between the two without manipulating the software or disabling power.

Compared to other kinds of resets, soft resets take effect almost instantaneously because they don’t require the router to reboot.

How to perform a soft reset:

Physically unplug the cable connecting the router to your device and then reconnect it after a few seconds.

T
Taylor is the author of this solution article.

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