10 is not compatible with ad blocking software, and it will need to be disabled in order to resolve this problem.


If you are using a web browser


If you’re trying to watch a video on 10 on a web browser and you get an error saying you have an ad blocker enabled, it is likely that there are settings or software installed in the browser that is blocking your video from being played.  


If you are not sure what is blocking ads, please try the below steps until you identify what is causing the issue:


  1. Check that your browser is not blocking ads (instructions on how to do this for supported browsers are below)

  2. Check if you can access 10 in an incognito/private window
  3. - If you can, an extension in your browser is likely causing the issue. You will need to test turning off each extension and seeing if you can watch 10. We recommend starting with any extensions that are security related.

  4. Check if you can access 10 in a different browser
  5. - If you can, it indicates the issue is browser related. Double check you've turned off browser ad blocking settings. Test turning off any extensions in your browser of choice until the you find the one that is blocking ads.

  6. Check if you can access 10 on a different device, accessing through the same Wi-Fi network
  7. - If you can, it indicates the issue is at operating system level. Check any security tools that are running on the device that is not allowing 10 until you find the one that is blocking advertisements.

  9. Check if you can access 10 on the same device, on a different network, such as mobile data
  10. - If you can, it indicates the issue is being caused by settings on your Wi-Fi network. You will need to test adjusting settings until you find the one that is blocking ads.


Below are instructions on how to disable your ad blocker depending on what browser you are using:  


GOOGLE CHROME 

  • Click the Chrome Menu icon from the browser toolbar. 
  • Hover over the ‘More Tools’ menu, then click into ‘Extensions’ from the sub-menu. 
  • Click the blue toggle feature that appears next to the ‘Adblock’ extension. 
  • Once you have selected the toggle off function it will appear grey.
     

FIREFOX 

  • Open up your Firefox browser. 
  • Click on Tools and then select Add-ons. 
  • Click Extensions from the left-hand pane. 
  • Find any Adblockers on the list of extensions. 
  • To disable, click the blue toggle feature that appears on the right side of the AdBlock extension
     

SAFARI 

  • Open up your Safari browser. 
  • Click on Safari located in the menu bar of your browser and select Preferences.  
  • The Preferences window will be displayed. 
  • Click on the Extensions button.  
  • A list of all extensions you have installed to Safari will appear. 
  • Navigate to and click on AdBlock in the list of extensions in the left pane. 
  • Toggle the On button to Off in the Preferences window.  
  • AdBlock will then be temporarily disabled, until you decide you want the extension re-enabled. 
     

INTERNET EXPLORER 

  • Open up your Internet Explorer. 
  • Click the gear icon to open Settings. 
  • Select the Manage Add-ons option on the drop-down list. 
  • Click the Toolbars and Extensions link in the left navigation pane. 
  • Right-click the AdBlock add-on name in the list, then click the Disable button. 
  • Click the Disable button in the confirmation window to disable the Adblock add-on. 

 

MICROSOFT EDGE 

  • Open up Edge.
  • Click the gear icon to open Settings. 
  • Select Privacy, search and settings. 
  • Check you have 'Balanced' setting selected. 'Strict" will block 10.


Additional troubleshooting method

  • Click the three dots (•••) icon found in the top right corner of the browser window.
  • Click onto 'Settings' and head into 'Privacy, search, and services'.
  • 'Tracking prevention' will appear, please ensure you have 'Balanced' setting selected.
  • Please note, 'Strict' setting selected will block access into 10.


Please note, extensions such as DuckDuckGo and Trend Micro ID, come equipped with their own ad blockers, which could potentially be causing access issues with 10. To enjoy uninterrupted access, we kindly request that you disable these extensions while using 10.


If you are using the app


If you are using the 10 app, there may be ad blocking settings or software on your device and/or internet network that can affect streaming.

 

Check if you can access 10 on a different device, accessing through the same Wi-Fi network

- If you can, it indicates the issue is at operating system level. Check any security tools that are running on the device that is not allowing 10 until you find the one that is blocking advertisements.


Check if you can access 10 on the same device, on a different network, such as mobile data

- If you can, it indicates the issue is being caused by settings on your Wi-Fi network. You will need to test adjusting settings until you find the one that is blocking ads.


If you are using a Mesh Wi-Fi network, check security settings and make sure Ad Blocker is not enabled.


If you have exhausted the above and are still not able to stream 10 content, please submit a ticket with the answers to the questions above, and we will send through further troubleshooting.