We are aware that at times, your stream might not be working as expected. Before you contact Helpdesk, try the following and see if that gets the stream working. If you are still having issues, go to our Chat Window in the bottom right hand corner of the screen and our Helpdesk staff will do their best to get your stream back up and running. Please note that each user's environment is very different. What is working for one person may not work for another. Our Helpdesk staff will do their best to identify the issue and work with you to fix it. We cannot guarantee that this will be the case but rest assured we will do our best.
Q. Stream has stopped playing
A. Refresh the page. You can do that by pushing F5 on your keyboard
A. Log out of the website and log back in again. When you log back in, go to My Account>My Purchases and click Watch Now
A. Restart your browser
A. Try a different browser. The stream should work in most browsers, i.e. Edge, Chrome & Firefox but at times the stream may stop. If you have tried the above solutions and it is still not working, try a different browser
A. Check that your browser is up to date. If you are using Internet Explorer, you are using an old browser and should look at upgrading to Edge
A. Do a speedtest. Click here and see what your download speed is. Ideally your download speed should be greater than 5Mbs and closer to 15Mbs. Don't assume that because you have fibre that your internet connection is good. ISP's will often have internet issues and they may have throttled back your connection.
A. Are there other people in your house using the internet? The more devices connected to the internet, the higher the chances of the stream not working as expected. Disconnect phones, tablets, laptops, etc. from the internet and only have the device you are using for the live stream connected.
A. Can you connect to your internet using a cable? Wireless connections can cause issues with streaming.
Please remember the stream is NOT SUPPORTED on smart tvs, chromecasts, playstations or other similar devices. It may work and it may not. Unfortunately if you are using one of these devices for streaming, there is nothing Helpdesk can do. We recommend you stream to a computer and use a HDMI cable to the tv.
Q. I have no sound
A. Make sure your volume is turned up on your device
A. Refresh the page. You can do that by pushing F5 on your keyboard
A. Log out of the website and log back in again. When you log back in, go to My Account>My Purchases and click Watch Now
A. Restart your browser
A. Try a different browser
A. Plug earphones in to your computer or try a bluetooth speaker. Do you have sound? If you do, then the issue is more than likely with your device.
Q. What does the live stream include?
A. We usually use multi cameras with track commentary.
Q. Is the stream supported on Smart TV's, Chromecasts & Playstations?
A. Unfortunately the stream is not supported on these devices. It may work on some but not on others. We recommend you stream to your computer and use a HDMI cable to connect to your tv. When you make a purchase, the Accept/Decline page clearly states that the stream is not supported on certain devices. If you still make the purchase, we may not be able to assist you.
Q. Where can I get updates from if there are any changes?
A. Check our Facebook page www.facebook.com/VideohubNZ.
Q. Why is it so expensive?
A. The price is set by the speedway promoter. The price is for one night only. Purchase early to ensure your purchase goes well.
Q. I don’t have a credit card. How do I make a purchase?
A. You can use a debit card, PrezzyCard or the new Account 2 Account feature on the payment page. Account 2 Account is a bank transfer between accounts.
Q. Am I able to pay via bank transfer?
A. Yes. Our payment page has a new feature called Account 2 Account. This allows you to transfer money from your bank account.
Q. I’m not happy with the streaming. How do I get a refund?
A. Contact us using the contact details here. Refunds are issued on a case-by-case basis and only apply if:
- Requested soon after purchase; or
- There has been a financial irregularity; or
- Recommended by VideoHub Helpdesk
If granted, the transfer will not occur till during the week following the race night. If you are looking for a refund because the stream isn't working on your smart tv, chromecast or playstation, this may not be granted as our Accept/Decline page clearly states that the stream is not supported on certain devices and proceeding with the purchase is at your own risk.
Q. I have no picture.
A. Is your screen turned on? Do you see the video player in the picture? Is there a logo to start the player? Is there a rotating circle on your screen? Are there any messages on the screen indicating a streaming problem?
If you are still experiencing problems, contact our Helpdesk.
Q. I have no sound.
A. Check the volume on your computer. If there is still no sound, try watching the stream on a mobile device. If there is sound on your mobile device, then the problem is with your computer. Please note, we stream to computers. If you are watching on your tv, it may be the way it is connected to the computer.
Q. It keeps buffering. What do I do?
A. If possible, avoid wireless connections. Are there other people in your house using the internet? Have you got the latest version of the browser you are using to access the internet? Do you have a good internet connection? Run a speed test and see what your download speed is. You need a speed between 5Mbps and 15Mbps for the live stream to stream without buffering. Please note that just because you had a good internet connection yesterday, doesn't mean you have a good one today. Running the speed test is a great way to get up to date information about your internet connection.
Q. How much data will I use watching a meeting?
A. About 2 gigabytes
Q. I can't remember my username.
A. Your username is the email address you used to create your account.
Q. I can’t log in.
A. Have you created an account? All users need to have an account. You can create an account here.
Q. I’ve forgotten my password.
A. Use the “Forgot Your Password” button on the Login page.
Q. Can I purchase a season pass?
A. Passes are now available for our On Demand on a monthly basis. Click here for more information.
Q. Can I purchase a track pass?
A. Not yet but if you are interested in a season pass, contact us at video-hub@hotmail.com
Q. What time can I start watching the racing?
A. The race start & finish times are set by the promoter. Live streaming takes place when the racing starts. For further information, check out the track website.
Q. Will there be replays?
A. Only if there are technical difficulties during the night.
Q. I’ve purchased a Live Stream but am now unable to watch it. Can I get a refund?
A. To claim a refund you need to contact us before racing starts. Use the contact details listed here.