Are you experiencing problems streaming content on CBC Gem?
Generally, streaming problems occur when there are issues with the viewer's network, the device used to access Gem, or software/settings on the viewer's device or network which may be interfering with our service.
Below are some tips to get the most optimal experience when watching CBC Gem programming.
1. Ensure you are using a device or platform which Gem supports
While we are doing our best to ensure viewers can access Gem on as many devices and platforms as possible, it is still difficult to support them all. If you are accessing Gem on an unsupported device or platform, you will most likely experience streaming and login issues.
Please refer to this help article for a current list of supported devices.
2. Use our free CBC Gem app
CBC Gem is available for free as an App for iOS, tvOS, Fire TV, Android TV, and Android phones and tablets.
Gem is also accessible online at gem.cbc.ca
If you using a mobile phone or tablet to access CBC Gem, we suggest using our free CBC Gem app rather than your device's mobile browser.
Our apps are will offer you a smoother, more reliable streaming experience when installed on a supported device.
If you're using the app and experiencing issues, try deleting it, powering off your device for a minute, and reinstalling the app. Doing this can sometimes clear up minor issues.
For a list of devices supported on GEM please click here
3. Update your browser
If you are accessing Gem on a personal computer, please ensure your browser is updated to the latest version.
We currently support the following browsers on Windows and Mac.
We do not support Gem on the Chrome OS or Linux.
If you are experiencing streaming issues on a particular web browser, try using a different browser to see if the issue persists.
Here are some links to the latest versions of Firefox and Google Chrome web browsers for your convenience:
Firefox: https://www.mozilla.org/en-US/firefox/new/ and
Google Chrome: https://www.google.com/chrome/browser/desktop/index.html
4. Chromecast Issues
5. Turn off any VPN/Proxy Services, Ad Blockers or IPv6
If you are getting errors that you appear to not be located in Canada or playback errors. Try disabling any VPN or Ad Blocking services to see if that helps.
Many antivirus suites provide ad-blocking and VPN capabilities, so you may need to check your program settings to see if any of these services are running.
You may also experience streaming or location issues if you are using IPv6. Try disabling IPv6 to see if this resolves your issues.
6. Wireless Network Strength
If you are streaming our content via wifi, please note that wireless signal strength can affect streaming quality.
If your wireless signal occasionally drops out, or your speeds tend to fluctuate, you will experience issues streaming our content.
You can check your wireless network speed by heading over to the following link: fast.com
Once the site loads, the speed test will begin.
Take note of the number that comes up at the end of the speed test.
Run the test a few more times and take note if the speed fluctuates during the test.
If your speed is lower than what you are paying for, or your speeds are fluctuating, you may need to reboot your wireless router.
The easiest way to do this would be to unplug the power from your router for a few minutes. Once your router is plugged back in and your network is back up try the test at fast.com again.
Distance from your wireless router can also affect signal strength and speed.
If your wireless router is in a different room or floor than the device you are streaming Gem on, this may affect signal strength.
If you are able to, run the above speed test in the area you generally stream Gem from.
If the test results are low or they are fluctuating, re-run the test closer to your router to see if there is an improvement.
7. Accessing Gem outside of Canada
CBC Gem is only available from within Canada. Due to rights issues and licensing agreements, much of our content is geofenced, including that content which appears on gem.cbc.ca and the CBC Gem app.
However, during the COVID-19 crisis we have made CBC News Network available for free, and without geographic restrictions, albeit not via CBC Gem.
You can stream News Network directly from the CBC website without geographic restrictions here >> https://www.cbc.ca/news/canada/cbc-news-network-1.5498064
You can read more about this and other ways to access News Network here >> https://www.cbc.ca/news/cbc-radio-canada-and-tv-distributors-make-24-hour-news-channels-widely-available-1.5498097