Picture or sound issues with the livestream or videos.

Please delete the cache of your browser or app.

Due to the vast range of devices on the market please look for instructions on how to do so for your device on the Internet.

If a video is not playing smoothly, try reducing the quality of the video by clicking on the settings button in the media player. 
This issue may also be caused by some settings on your PC. For this reason, check the following settings on your device:

• Is the latest version of your browser installed on your PC?
• Did you try a different browser?
• Do you have a pop-up blocker or ad-blocker installed that may prevent the player from opening?
• Is the bandwidth of your Internet connection sufficient or working under heavy load from another download?
• If you are accessing Deutsche Welle via a mobile phone, please check your network coverage or Wi-Fi connection.

If you still have trouble, please send us an email to info@dw.com. To help our technicians with troubleshooting, please provide the following information in your message:

• General information:
  In which country are you currently located?
  Which language offer do you use?
  Since when does the problem occurs?
  Which (mobile) device exactly do you use to access our content?
  What operating system and what version is installed on it?
  If you use a mobile device, please try both WiFi and mobile internet. Does this make a difference?
  Are you using a firewall or ad blocker etc.? Please temporarily disable it for our site. Did that help?
  Are you using a VPN tunnel for your connection? If so, please disable it. Did that help?
  Please restart your device. Did that help?

• If you use a browser for watching our content:
  Which browser do you use?
  Which browser version is installed? (this is an important information for troubleshooting)
  What other browsers have you tried and did the error occur with those browsers too? Please try this, so we might know, if the problem is browser specific.
  Please try clearing the browser cache (Ctrl.+F5) and Cookies for our website and reload the website, so the browser can load all website information again. Did that help?

• If you use the DW mobile app to watch our content:
  What version of the DW app is installed? (You can find this in the settings within the app)
  Please reinstall the app. Did this help?
  Is the proxy server activated in the app (you can find the option in the menu)? Please test this option in the on and off position. Does this already help?

• If you use the DW SmartTV app to watch our content:
  What television device and brand do you use exactly?
  Which operating system and which version is installed on it? (this is an important information for troubleshooting)
  What version of the DW app is installed on your device?

• Please briefly describe how the error occurred and send in a screenshot of the error message or how the app is displayed.

Why is the TV livestream blocked for certain programs? 

These interruptions are due to copyright restrictions.

Some content needs to be blocked on the internet livestream due to licensing reasons.
For example, Deutsche Welle cannot show content of the German Bundesliga via internet livestream.


If you have further questions, please contact us:
info@dw.com