Ask WCCLS: E-Content

Try the troubleshooting steps below for problems with Kanopy such as films buffering or not playing. Follow the steps in order. Once the issue is resolved, there's no need to continue to the next step.

Using the Kanopy mobile app?

Make sure you have a strong internet connection. Try switching your device to cellular data, then back to wi-fi.

Close and relaunch the app.

Restart your device.

Log out of Kanopy, then log back in.

Android only: Clear the Kanopy app cache:

1. Open your device's Settings.
2. Tap Apps.
3. Find and select Kanopy. You may have to select Application manager (or similar) first.
4. Tap Storage.
5. Tap Clear Cache. (Note: Don't pick Clear Data. This will reset the Kanopy app.)
6. Make sure you're using the latest version of the Kanopy app.
7. Remove and reinstall the Kanopy app.
8. Try using Kanopy on a different device.

Using a smart TV, Apple TV, or Roku?

Check for updates to your TV and apply them if available.

Log out of Kanopy, then log back in.

Reboot your streaming device or smart TV. Look for this option in the Settings menu. Or unplug the device, wait ten seconds, and plug it back in. (Note: The power button on your remote may only put your TV into standby mode. To ensure you're completely shutting down the TV, unplug it, wait ten seconds, and plug it back in. Or check for shutdown options in its settings menu, and if you need more help, refer to your TV's documentation.)

Apple TV only: Log out of your Apple ID, then log back in.

Remove and reinstall the Kanopy app.

Try using Kanopy on a different device.

Using Kanopy in the browser?

Note: To improve performance, close other applications, browser windows, and tabs while streaming Kanopy.

Check your internet speed (you can perform a speed test here). If your internet speed is below 5 Mbps, try moving closer to your router, moving your router to a more central location, or connecting your computer directly to your modem.

If you're using a VPN or ad blocker, try disabling it while watching videos from Kanopy.

Update your browser or try a different one. See Kanopy's supported desktop browsers and operating systems.

Log out of Kanopy, then log back in.

Clear your browser cache. For many browsers, you can find this option by pressing Ctrl + Shift + Del (for a Windows computer), Ctrl + Shift + Backspace (for a Chromebook), or Command + Shift + Del (for a Mac). If you need help, consult the help site for your browser. Note: Clearing the cache and cookies from your browser will log you out of websites and delete other website data.

Chromebook only: Install the Kanopy app from the Google Play Store.

Reboot your computer.

Try using Kanopy on a different device.

If you've tried these troubleshooting steps and believe there may be a problem with a specific video, please report the issue to Kanopy.