Follow the steps,
- Collect player details from clients such as which player they are using
- Go to the client’s website and check the source code. Make sure that the client correctly embeds the code
- Check the security section in the stream
- Create a demo page and test it
- If the client is using an iframe code then check the domain lock settings. If they are using domain lock then need to whitelist iframe.5centscdn.com
- Suggest client use 5centsCDN player for better user experience
- If the 5centsCDN player not working then try another player’s skin
- If the client specifies the 5centsCDN player is not optimized for mobile then share this KB
- If the issue persists in the 5centsCDN player then escalate to the product team(Rizwan/Sandhya)