Help - Troubleshooting & FAQs

Video Troubleshooting

Problem: My video keeps freezing or is not playing smoothly.

  1. The first thing we recommend is to clear your browser's cache. This fixes the majority of issues that people have.
  2. The second thing to try is change the resolution on the video player. Select the "HD" in the bottom right-hand corner of the player and choose a different resolution.
  3. Switch your browser. Google Chrome and Mozilla FireFox work best with our site. You can find them here: https://www.google.com/intl/en/chrome/browser/ and https://www.mozilla.org/en-US/firefox/new/.
  4. Try refreshing your page. Then press play, and pause it for a few minutes to allow it to load. Press play again, and it should play through to the end. The longer you pause it, the greater chance it will play through without problems.
  5. If you are still experiencing issues, please send us an e-mail here: support@doyogawithme.zendesk.com.

 

Problem: My video is not playing at all.

  1. Clear your browser's cache.
  2. Switch your browser. Google Chrome and Mozilla Firefox work best with our site. You can find them here: https://www.google.com/intl/en/chrome/browser/ and https://www.mozilla.org/en-US/firefox/new/.
  3. Try refreshing your page. Reloading the video can often solve the problem.
  4. Make sure you have javascript enabled on your browser. To find out how, go here: http://www.enable-javascript.com/.
  5. If you are still experiencing issues, please send us an e-mail here: support@doyogawithme.zendesk.com.

 

Problem: My video is not showing a play button but the video picture still appears.

Older iPads are not supported but you might still be able to play the videos by pressing in the middle of the screen where the play button should show. Please view our YouTube channel here or stay tuned for our new app!

If you are not using an iPad but are experiencing this issue, please send us an e-mail here: support@doyogawithme.zendesk.com.

 

Problem: My video is giving error messages.

  1. "No Internet Connection Detected", "Media Format Error" or "Pipeline Error Decode": This is usually a browser issue. Please clear your cache or switch browsers. 
  2. "Unable To Decode Media Content" or "Failed To Prepare Video Sample For Decode": If you're using a Smart TV, this means it is not supported. Please view our YouTube channel here or stay tuned for our new app! If you're not using a Smart TV, please try switching browsers.
  3. If you are still experiencing issues or received another error message that is not listed above, please send us an e-mail here: support@doyogawithme.zendesk.com.

 

Problem: My video is not playing on my Playstation 4 (PS4).

Please note that our videos do not work on Playstation 4. Please view our YouTube channel here or stay tuned for our new app!


FAQ

I’m a beginner. Where do I start?
The easiest place for you to begin is our Beginner’s Studio, where we list our entire collection of yoga class videos that are suitable for beginner students. “Beginner” is a broad category and we all have different preferences, so it may take time to try certain classes and to see if you like specific teachers. We also have a few Yoga Programs that are geared toward beginners. They are a fantastic place to start, since they introduce a wide range of beginner classes, chosen for their focus on being gentle, careful and emphasizing alignment.
Will DYWM work on my wireless connection?
Yes. You can watch our videos on any wireless network, as long as the internet connection speed is fast enough. You will be able to tell by how quickly the grey bar moves across the timeline after you press play. If you have a laptop you can access our yoga videos almost anywhere in the world, as long as there is a wireless connection.
Is there anywhere that I am unable to access DYWM?
Yes. China has blocked access to our video host, so you are unable to watch our videos there.
How do I expand the videos to full screen?
In the top right-hand corner of the video screen, there is an icon that shows four arrows pointing out to four corners. Select that icon. To return to the smaller screen, the icon will be in the same place with four arrows pointing in to four corners. Select that icon.
How do I watch the videos in High Definition?
Select the "HD" at the bottom right-hand corner of the player. Playing your video in HD will demand more from your internet connection. If the video freezes or stutters, either pause the video for a few minutes to let it load, or un-click "HD".
What is the best browser for DYWM?
Google Chrome and Mozilla Firefox appear to work best with our site. If you don’t have one of these, you can find them here: https://www.google.com/intl/en/chrome/browser/ and https://www.mozilla.org/en-US/firefox/new/.
How do I download yoga videos to my mobile device, including iPad/iPhone, tablet and smart phone?
If a mobile version is available, you will see a button just below the right-hand side of the video that says “Buy $6.00 Standard Definition Download”. Clicking there will take you to where it can be downloaded. If you have an iPad or iPhone, video files such as MP4s have to be downloaded to your computer, imported to iTunes and then synched with your devices (iPad, iPhone). They will then appear under your Videos icon. Unfortunately, Apple does not provide an easier way to download a video straight to your iPad and then save it as an app. If you don't own a desktop or laptop computer, you might be able to find an app in the App Store that will allow you to store and play such files directly.
How do I download High Definition versions of the yoga videos for use on my computer or laptop?
If an HD version is available, you will see a button just below the right-hand side of the video that says “Buy $9.00 High Definition Download”. Clicking there will take you to where it can be downloaded.
Do I need to sign up to play the videos?
No. Here at DoYogaWithMe, we have what is called a "Tiered Membership" system. About 65% of our videos are free to watch, while the remaining 35% require a subscription. You do, however, need to create a profile in order to contribute comments or bookmark videos.
My screen saver keeps interrupting the video. How do I disable it?
If you’re using Windows, right-click anywhere on the desktop and click on "Personalize". On the left-hand side, select "Lock Screen" and at the bottom of the page, you will see "Screen Saver Settings". From there you can disable your screen saver or adjust the settings to your liking. If you’re on a Mac, go to the Apple icon and click "System Preferences". Under "Personal", select "Desktop & Screen Saver" and from there you can set the length of time.
How should I prepare my space before watching a class video?
Create an environment that is relaxing and quiet and try to ensure that you won’t be interrupted for the length of the class. Turn off your phone. Dim the lights. Light a candle.
What else is important before I begin a class?
It is best to do yoga at least two hours after you have eaten. This will obviously be different for everyone. Wear comfortable clothes that do not inhibit movement. Anything is fine as long as it is comfortable. It is a good idea to watch the video before doing the class. You can skip forward easily if you would like, simply by clicking on the timeline. Most important of all, have fun. Yoga is a great way to feel amazing and to explore every crook and cranny of your body and mind. Honor what your body is telling you. Avoid pushing past your comfort level. Breathe deeply and surrender.
How do I bookmark my favorite videos so I can easily return to them?
Below each video, to the right-hand side of the title and instructor name, is a blue and white bookmark icon. Select the icon and when the screen loads, select the green "Save Bookmark" button. To see your collection of bookmarks, hover over the DoYogaWithMe icon that is at the top right-hand side of the home page and select "Manage Account". At the top, select the "Bookmarks" tab.
How do I become a member?
If you would like to become a member, go to this page.
My postal code is not registering, what do I do?
Try to re-enter your postal code on the line with your credit card number, expiry and CVC code. If this doesn't work, please switch browsers and/or send us an email here: support@doyogawithme.zendesk.com.
How do I change my password?
Select "Log In" at the top right-hand side of the home page then select "Request New Password" and follow the prompts.
How do I skip forward in the video?
You can skip forward easily simply by clicking on the timeline.
How do I best ensure that the video will play through without stopping?
Press play, then pause it for a few minutes to allow it to load. Press play again, and it should play through to the end. The longer you pause it, the greater chance it will play through without problems.
How do I donate?
Donations, even small ones, are a great way to ensure that the site will continue to be free indefinitely. Click here to donate and choose to either sign up for one of our Volunteer Monthly Donations or contribute a one-time donation.
How do I update my Credit Card expiry date or add a new Credit Card?
Log into your account and at the top right-hand side of the home page, hover over the DoYogaWithMe icon and select "Manage Account". Select the "Subscription" tab. Inside here you will be able to add/edit your credit card.
How do I cancel my subscription to DoYogaWithMe?
Log into your account and at the top right-hand side of the home page, hover over the DoYogaWithMe icon and select "Manage Account". At the top, select the "My Subscriptions" tab. From here you can cancel your subscription.
Which yoga mat do you recommend? 
You can find a number of yoga mats we recommend on our 10 Best Yoga Mats blog post. We've listed the pros and cons for each mat so you can choose the one that suits your needs.
How do I purchase/redeem a gift card?
To purchase a gift card, log into your account and at the top right-hand corner of the homepage, hover over the DoYogaWithMe icon and select "Manage Account". Select the "Subscription" tab then click on "Purchase Gift Card". Please select the Gift Card amount then fill in the required fields - Recipient Email, Delivery Preference and Payment Information (Note: If you select "Current Subscription Billing Info" as a Payment Method, it will charge the card you have on file in your account). Select Purchase.

To redeem a gift card, log into your account if you already have an existing subscription and at the top right-hand corner of the homepage, hover over the DoYogaWithMe icon and select "Manage Account". Select the "Subscription tab" then click on "Redeem Gift Card".

If you do not have an existing subscription, you will see a Gift Card Redemption Code field when signing up for one.


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