Before troubleshooting, make sure you're using a compatible browser (Edge, Firefox or Google Chrome) that is up to date. You should ideally be running the latest operating system, have sufficient RAM, and decent internet connection. You can see full system requirements here.

Common Issues:

No Video Appearing

If you're having trouble viewing the screen-share / broadcast video in the live trading rooms, confirm that there is video being streamed by referring to the broadcast icon as shown below:

no broadcast is available
a broadcast is available (indicated by lit-up tower with blue radio waves)

If a broadcast is available but your video is not playing, click the monitor icon once or twice to open your broadcast window. Remember: the radio tower needs to be blue, as this will signal that video is being streamed.

If the screenshare still does not show, perform a hard refresh of the browser (if using Google Chrome or MS Edge browser, hold Shift and press F5. If using Firefox, hold Ctrl and press F5). When the page reopens, try clicking the monitor icon again to open the broadcast.

Video Freezing, Choppy, or Keeps Closing

First, ensure that your login is not timing out by following the steps on this page here.

If the issue persists, you may have a browser extension or software issue, most commonly related to a VPN, browser add-on, or firewall / antivirus software. Popular add-ons for browsers and routers include ad-blockers and firewall. These programs commonly interfere with the chat room pop-out window and force it to close or stutter instead of stream smoothly.

Temporarily turn off any VPN, third-party antivirus or firewall software that is running on your computer or router and sign in again at to see if the issue is resolved. If not, try following the steps listed in the next section.

Audio is Working but Video is Not

Video issues are often a result of a browser extension or browser cache interfering. To troubleshoot:

  1. Sign out of the chatroom and open an incognito or private window on your browser (use your browser menu or press "CTRL+SHIFT+P" on Firefox  or  "CTRL+SHIFT+N" on Chrome or Edge).
  2. Sign into our website at and click to enter the chat room.
  3. Open the desired screenshare in the chat room and observe if issues persist.

If this resolves the issue, you may wish to disable your browser extensions, use a compatible browser that does not have the extensions installed, or create an exception for our website within the settings of these programs. Please refer to the instructions for the specific program you are using for how to complete this.

Video has Poor Resolution

The streaming provider we use streams with low latency with means that it is set up for a close-to-real-time experience with very little lag for video streaming. To make this possible for, it reduces the resolution of the stream to match the bandwidth of your network connections. 

If your video resolution is very poor and no announcement has been made to inform the community of known issues, the best solution is to try to improve your internet connection. This might be achieved by:

  • Reset your router or unplugging the power and plug it back in 1 minute later
  • If you are using a wireless connection, switch to a hardwired connection
  • Try using a different computer
  • Try a different network provider or upgrade your internet to a higher bandwidth

You may also wish to try viewing the stream through a private browser window in the Chrome, Firefox or Edge browser to reduce the possibility of interference from browser cache and plug-ins.

Still have questions? Please reach out to our Support Team, and we'd be happy to help.