If you experience issues while using Zattoo in a browser on your computer, please go through the following steps in order. Only proceed to the next step if the issue persists.
Table of contents
1. System requirements for using Zattoo on the web
Please make sure that your operating system and browser are supported.
Windows
Mozilla Firefox on Windows 10 or later.
Google Chrome on Windows 10 or later.
Microsoft Edge on Windows 10 or later.
macOS
Mozilla Firefox on OS X 10.9 or later.
Google Chrome on OS X 10.10 or later.
Safari on macOS 10.14 or later.
Important:
Operating systems older than Windows 10 or macOS 10 are no longer supported. Issues on unsupported systems cannot be resolved.
Mobile usage:
Zattoo can also be used in a browser on Android and iOS devices. For the best experience, we recommend using the Zattoo app on smartphones and tablets instead of the mobile browser.
2. Update your browser
Make sure your browser is up to date.
Use the latest available browser version.
Check the browser settings for available updates.
3. Check ad blockers and security software
Zattoo may be affected by active ad blockers or content filters.
Make sure that no ad blocker is enabled in your browser.
Check installed extensions and disable them temporarily for testing.
Detailed instructions are available on the browser support pages:
If you are using Kaspersky, also check the following settings:
Banner blocking on websites is disabled in Kaspersky Total Security. Please find an instruction here.
Banner blocking in the browser is disabled for the website. Please find an instruction here.
4. Check DRM and playback components
Playback of protected content requires DRM support.
Google Chrome
Enter
chrome://components/in the address bar and press Enter.Check whether Widevine Content Decryption Module is listed.
If not, install the latest version of Google Chrome.
Mozilla Firefox
Enter
about:preferencesin the address bar.Enable Play DRM-controlled content.
Then enter
about:addons.Set Widevine Content Decryption Module to Always activate.
Note:
If you see the error message “Protected content – This stream cannot be played back as your device is not compatible with the required DRM protection level” or “Reduced video quality “ the device or its DRM support is not compatible. More details are available here.
5. Clear cookies and cache
Stored browser data may affect playback.
Clear cookies and cache in your browser.
Close the browser completely.
Restart the browser and open Zattoo again.
Instructions for clearing cookies and cache are available for:
6. Restart your computer
Restart your device completely.
Open the browser again and test Zattoo.
7. Try a different browser
Test Zattoo in another supported browser:
Mozilla Firefox
Google Chrome
Safari
Microsoft Edge
8. Check your network connection
Issues may also be caused by your internet connection.
Check whether your connection is stable.
Test a different network if possible.
Make sure that no VPN, iCloud Private Relay, proxy or DNS filter is active.
Further tips can be found in our Improve streaming quality article.
9. Contacting support
If the issue persists, please contact our support team via the contact form and provide the following information:
Installed operating system version
Browser version
Your Zattoo email address
A short description of the steps you performed before the issue occurred.
Do you see Zattoo advertising after logging in, or does a black screen appear immediately?
Can you start the channel KiKA as the only channel?
This information helps us analyse the issue more efficiently.
Comments
0 comments
Article is closed for comments.