If you’re encountering error messages like "Oops, something went wrong on our end" or "We're having issues connecting to our servers," try these troubleshooting steps:
- Check Your Device and Browser: Ensure you’re using a supported device and browser. For the best experience, we recommend Google Chrome. If you’re using Chrome, make sure it’s updated to the latest version and clear your cache and cookies.
- Update Your Software: Check for updates on your device, browser, or the Glo app. Update everything to the latest version and try again.
- Test Multiple Classes: Try playing other classes to see if the issue occurs with all classes or just specific ones. This can help identify if the problem is isolated.
- Try a Different Device: If you’re encountering issues on one device, switch to another to see if the problem continues.
- Disable Browser Extensions or Ad Blockers: Certain browser extensions, like ad blockers or privacy tools, may interfere with Glo. Disable these extensions temporarily and try playing the class again.
- Turn Off VPN: If you’re using a VPN, try disabling it temporarily. VPNs can sometimes interfere with Glo’s connection.
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Switch Between Wi-Fi and Data: If you’re connected to Wi-Fi, switch to mobile data to test if the issue is related to your internet provider. If the class plays on mobile data, contact your internet service provider for further assistance.
- Visit Speedtest to check your download speed.
Need more help?
If you’ve tried these steps and still experience errors, contact us at support@glo.com. Please provide:
- Details about your device and browser.
- A description of the error message you’re receiving.
- Screenshots or recordings of the issue, if possible.
- A screenshot of your internet speed from Speedtest.
We’re here to assist you, and thank you for your patience!