General troubleshooting tips for Watch NRL

From time to time, you may experience some technical issues with Watch NRL.

This article has a bunch of handy troubleshooting tips to get you back in the game ASAP:

Internet Connection

When it comes to streaming, a strong, consistent internet connection is crucial for a seamless stream. Here are some steps to help diagnose and troubleshoot any internet related issues you're having:

Run a speed test

Running a speed test will provide you with an indicative internet speed. These aren't always representative of a consistent connection over a long period of time but should give you an idea if your connection is an issue.

Internet speed is below 7.5Mbps

We recommend a download speed of at least 7.5Mbps for a quality streaming experience on Watch NRL.

If your speed test result was less than 7.5Mbps, it is most likely your internet connection that is causing playback issues or buffering.

If you suspect you are getting less bandwidth (e.g. less than 5Mbps), than you should, please contact your Internet Service Provider (ISP).

Internet speed is above 7.5Mbps

You can still experience playback issues even if your internet speed is strong (e.g. above 7.5Mbps). 

Make sure others on your network aren't downloading music, movies or games. 

If multiple people are using the same network causing internet congestion, you may experience playback issues even with a strong connection.

If you're consistently having problems connecting to your internet or experience buffering, contact your Internet Service Provider (ISP). There are often quick fixes once they learn about your connection problems.

Note: Closed networks (e.g. hotels, motels, cruise ships, hospitals, businesses) can cause connectivity issues with live streaming if some ports are blocked or restricted.

Check your Wi-Fi

Check your Wi-Fi Network and if possible, connect directly to your modem via Ethernet or Wired Connection

If you're in a public place with additional Wi-Fi connection points, try a new Wi-Fi connection

You could also try connecting to a mobile hotspot to watch your stream

Note: Mobile hotspots can use significant amounts of data - so check your mobile plan and data usage settings

Reset your Router

If you're having trouble with your internet connection, sometimes rebooting your router can resolve connection issues.

It's an effective solution, and it's easy:

1. Turn your router or modem off, and unplug it from its power source
2. Wait 20 seconds, and plug your router or modem back in
3. Switch the router back on, and allow it about a minute to turn back on
4. Try connecting to the internet again and starting your stream

Note: Running another speed test now may help identify if this was, or isn't what's causing your playback issues.

Change your Video Quality

If your internet connection speed is below 7.5Mbps, don't worry. Watch NRL uses adaptive streaming technology which means our content network will identify your internet connection and provide the best possible resolution for you.

You can also manually adjust your video quality and select the resolution that you think is best for you based on your internet connection

How do I adjust my video quality?

• Start streaming any content on Watch NRL
• Click the cog at the top right-hand side of your screen
• Select 'Quality'
• Select the resolution that you want

Restart your Device

It might be the most simple troubleshooting steps, but it's also effective. Try restarting your device or browser and trying streaming Watch NRL again.

Uninstall/Reinstall Watch NRL

Sometimes uninstalling and reinstalling your app is the best bet. It will ensure you have the latest version of the app and may help clear up any technical gremlins.

For the latest Watch NRL apps:

• Click here for iOS
• Click here for Android

Device Compatibility

It's worth checking out what devices and browsers are supported by Watch NRL. If you're using an unsupported device, it may be causing playback issues.

Click here to see the full list of supported devices and browsers.

Note: Make sure you have the latest version of your device and browser downloaded when streaming Watch NRL to minimise the chance of playback issues.

VPN or Proxy Server

Watch NRL is a geo-location based service which means it's only available to customers outside of Australia, New Zealand and the Pacific Islands.

Due to the licensing agreements we have for content on Watch NRL, we have to ensure all customers are using the Watch NRL service from outside of Australia, New Zealand and the Pacific Islands. If you're using a VPN or Proxy Server, we can't tell where you're based and therefore the stream may not be available.

Using a Virtual Private Network (VPN) or Proxy Server is known to interfere with the quality of Watch NRL streams. So, if you have a VPN or Proxy Server enabled, you'll need to choose to disable it and try using the service again.

Contact Watch NRL Customer Care

Still having troubles? Contact our Watch NRL Customer Care team and they'll use their skills to help get you back into the game as soon as possible. 

You can get a head start on your troubleshooting by getting your Unique Device Identifier (UDID) ready. 

1. While you're streaming, click the cog icon on the top right-hand side of the player
2. Select 'Info'
3. Copy and paste the UDID and have ready to send to the Watch NRL Customer Care team

Note: The UDID feature is not available on the Watch NRL app

Please note: If you are an existing subscriber and need to contact Support Staff, please include your full name, subscription type (weekly, monthly or annual) and the email address associated with your account so we can resolve your enquiry as quickly as possible.