This article gives you the standard Biohealing Stream troubleshooting checks for any playback problem, explains what to do during an active session versus before your next session, and tells you what to send if the problem continues.
Who this article is for: Biohealing Stream customers on any plan who have slow loading, a frozen video, a black screen, video without audio, audio without video, an interrupted session, a Start option that disappears, or a message that the session is already completed.
What should I do if a problem happens during an active Biohealing Stream session?
If a problem happens while a Biohealing Stream session is active:
Do not refresh or reload the page, switch tabs or apps, restart your browser, clear your cache or change browsers during the active session. These actions end the session, and it still counts as used.
Without touching the Biohealing Stream page, pause downloads or streaming on your other devices and, if you can, move closer to your Wi-Fi router.
Note the date and time and what happened, and take a screenshot if you can.
Before your next session, complete the checks below that you have not done yet.
What are the standard Biohealing Stream troubleshooting checks?
Before your next session, complete the Biohealing Stream checks you have not done yet:
Check your internet speed and stability. Run a speed test. Biohealing Stream recommends at least 15 Mbps. Also check for connection drops, weak Wi-Fi or mobile signal, distance from your router, and other people or devices using your internet at the same time.
Close other apps and stop downloads, software updates, video calls and other streaming to free up bandwidth.
Clear your browser cache. See "How do I clear my browser cache before a Biohealing Stream session?".
Check that your browser allows Biohealing Stream to play audio and video. See "How do I allow audio and video playback for Biohealing Stream in my browser?".
Try a different up-to-date browser, for example Google Chrome, Safari, Mozilla Firefox or Microsoft Edge.
For audio problems, check that your device speakers or headphones and volume work in another app. See "What should I do if I cannot hear Biohealing Stream audio?".
Update your device operating system.
Update your browser to the latest version. See "How do I update my browser and device software for Biohealing Stream?".
What happens next: start your next Biohealing Stream session as usual. If the problem is fixed, no further action is needed.
Why does Biohealing Stream freeze even though my internet speed is high?
A high speed-test result does not prove your internet connection is stable. Short drops in Wi-Fi or mobile signal, other devices using the same network, or background downloads can interrupt Biohealing Stream even when your speed test shows a high number. Check connection stability, close other apps and stop downloads, and then complete the other Biohealing Stream troubleshooting checks.
What should I do if the Biohealing Stream problem continues after all checks?
If the Biohealing Stream problem continues after you have done the checks, ask the AI assistant to pass your case to a support specialist, or email [email protected]. You do not need to repeat the checks. Include:
Your full name
Your registration email (the email address you used at purchase)
Your phone number
Your device (for example, iPhone 15, Samsung tablet or Windows laptop)
Your browser (for example, Safari or Google Chrome)
The date and time of the problem, with your time zone
What happened
Your connection type (Wi-Fi, mobile data or wired)
Screenshots or speed-test results, if you have them
What happens next: a support specialist reviews your details and the available session records to find the cause.
Note: The AI assistant cannot see session records, decide what caused a problem, or promise a replacement session.