There are various potential reasons for the video not playing properly. We are always happy to try and help solve the problems.

The vast majority of customers do not have any issues. This is a list of the most frequent issues and how we have solved them.

Video Will Not Play At All. Normally this is due to a browser plug in. To see if this is a problem then use another browser - switch from Firefox to Internet Explorer or Safari.

There are thousands of Plug Ins and although we use one of the most popular video players the plug in developers do not always check to see if it interferes with the video player.

Video Starts and Stops. Normally this happens when the bandwidth available is insufficient to allow the video to download faster than it is being viewed.

The HD videos of the classes are very large and if you are trying to play a HD video and it is stopping and starting then switch to a lower resolution, either Medium or Low. Or watch the class using Auto-Detect, which will choose the best video quality for you based on the amount of bandwidth available for video transfer. To learn more about the differences between these video quality options, click here.

Video Stops and Can Not Move Forward. This occurs when the connection is lost between the computer and the server on the Internet from which the video file is being sent. As the video file was being downloaded the connection was lost and the download stopped. As a result only the first part of the video was downloaded. Try watching the video in Auto-Detect if this happens.

To restart the video you need to refresh (sometimes called reload) the page. The video will then start downloading from the beginning. By watching the video in Auto-Detect, you don't need to wait for the video to load. click here to learn about fast-forwarding. If you are watching the video in HD, Medium, or Low, then once enough video has been downloaded you can move forward to the point that the video stopped.

Slow Page Loading. If the Pilates Anytime website is loading slowly or is being unresponsive it can often be fixed by restarting your computer. Over time the temporary memory in a computer fills up and various processes start running in the background. These processes slow down your computer and can be cleared out by restarting the computer.

Customer Service. If you ever have an issue please send us an email and we would be happy to help.

Pilates Anytime offers the class videos at four quality levels, Auto-Detect, HD, Medium, and Low.

The Auto-Detect feature will pre-select the best bandwidth available to you for watching our videos. If you are unhappy with the quality that it auto-selects, you can choose to manually select a different quality by choosing from HD, Medium, or Low. If the video starts and stops a lot, however, we recommend selecting the Low option.

If you wish to play the video as it streams to your computer you'll need a broadband connection with at least 500 Kbps for the best viewing experience.

You can check your bandwidth connection using the Speedtest.net tool.

To use the Speedtest service wait for the page to load and then click Begin Test.

An alternative way to check if you have enough bandwidth the play the videos is to try viewing the exercise videos that are available for free to everyone. Remember to select the low quality version if you have problems with buffering with the normal or HD quality versions.

If you have a Pilates Anytime subscription and a Roku then on your TV go to the Pilates Anytime channel.

Select Pilates Anytime using the remote and you will be prompted to activate your account.

Go to www.PilatesAnytime.com/Roku and enter the activation code. You will need to be logged in.

If you do not have a Pilates Anytime account then sign up and then enter the Roku code.

You can now watch Pilates Anytime on your TV. Our system synchronizes the classes you have watched on your computer with those you viewed on your TV. In addition we keep track of your favorites.

Pilates Anytime is listed on Roku under Fitness and Outdoors.

After you've upgraded to the latest software on your sending device and Apple TV you can stream Pilates Anytime videos, by simply tapping the icon on your sending device and selecting a recipient from the list of available devices. You will see a menu that will be similar to this:

The icon on the sending device will not display unless the video player screen is being displayed on the Pilates Anytime website. To display this menu simply tap the screen.

Notice the images of a TV screen or speaker next to each AirPlay device in the AirPlay menu. Those images indicate the type of media content you can stream to that device. For Pilates Anytime you need to stream to a TV screen. Click the TV icon and the Pilates Anytime video will begin to play on the TV.

To add the Pilates Anytime icon to the iPad Home Screen follow these steps:

1. Open Safari, search for Pilates Anytime and then go to PilatesAnytime.com

2. Once the Pilates Anytime website has loaded click on the

icon which can be seen at the top of the page.

3. A drop down menu will appear and click the

option to add the Pilates Anytime icon to the Home Screen.

Pilates Anytime offers the class videos at four quality levels: Auto-Detect, HD, Medium, and Low.

Our videos are set up so that they are automatically set to Auto-Detect, which detects the best video quality for your bandwidth speed and allows you to jump to any point in the video without waiting for it to load. Additionally, it shows you the time of different points in the video when you scroll over the video bar, allowing you to easily select what point you would like to jump forward to.

If you do not like the quality of the video selected in Auto-Detect then there is the option to self-select either HD, Medium, or Low. If you wish to select a different point in the video to watch, however, you need to wait for the video to load up to the point.

This gives you more control over the quality but if you find the video starting and stopping a lot, we suggest selecting Low as your bandwidth may be unable to support the size of the video file at that quality level.

To check your bandwidth capacity, please see this FAQ for more help. To read about the pros and cons associated with both of these options click here.

Our videos are set up so that they are automatically set to Auto-Detect, which detects the best video quality for your bandwidth speed and allows you to jump to any point in the video without waiting for it to load. Additionally, it shows you the time of different points in the video when you scroll over the video bar, allowing you to easily select what point you would like to jump forward to.

The quality of the video that Auto-Detect may choose can change while watching the video, as it continuously senses the amount of bandwidth available for video transfer.

If you are unhappy with this quality, however, then there is the option to self-select either HD, Medium, or Low. This allows you to control the quality of the video but you cannot jump ahead in the video like you can in Auto-Detect but instead have to wait for the video to load up to that point.

If you find that the video is starting and stopping a lot then we suggest selecting the Low quality option as a good way to fix this problem.

Your volume options change depending on whether you are watching the video in Auto-Detect or one of the other three self-detecting options (HD, Medium, Low).

If you are using Auto-Detect for video quality then you have the ability to change the volume on the video itself by setting the volume in the bottom right hand corner of the video, as can be seen in the image to the right.

You can also mute the volume here by clicking on the symbol.

If you use one of the self-detecting options (HD, Medium, Low) then you do not have the option to set the volume on the video, as can be seen on the right. When using these video viewing options, you have to change your volume by using your computer's volume settings.

To fast-forward on Pilates Anytime videos, it is best to select the video quality option Auto-Detect, as you do not have to wait for the video to load completely in this mode before fast-forwarding. If you want to fast-forward in the other three video quality option, HD, Medium, or Low, then you will need to wait for the video to load completely before fast-forwarding.

The Auto-Detect video quality option doesn't just let you fast-forward without loading the entire video but it also shows you the time of different points in the video when you scroll over the video bar, allowing you to easily select what point you would like to fast-forward to.

To fast-forward, simply drag your mouse along the video bar to the time where you want to start watching the video and then either let go or double click on that spot and press play. You may need to repeat this step if it doesn't work the first time.