Troubleshooting

Video and audio

Video or audio is not playing

Errors may occur when playing back the linked media files. The preview window shows the error causes. The table below describes how to troubleshoot errors.

Error message Cause and fix
Playback was interrupted

Cause: Getting and downloading the media file has been interrupted by the user.

How to fix: Refresh the page.

Can't download video/audio due to network problems

Cause: The media file can't be downloaded because the network connection is down or unstable.

How to fix: Check the network connection and refresh the page.

The format is not supported by your device

Cause: An attempt to decode the media file has failed.

This might happen if the media file format mismatches the device codec or the file is damaged.

How to fix:
  1. Check the media file: it might be damaged.
  2. Reinstall or add the codecs for the device's operating system.
Video/audio file download failure or non-video file hosted at the URL Possible causes and fixes:
  • Cause: There is no media file at the link.

    How to fix: Make sure that you provided a correct media file link.

  • Cause: The media file format is not supported. File format support depends on the user's browser, OS, and device.

    How to fix: Try using files in one of the specified formats.
    Video formats
    • MP4 in the H.264 or H.265 encoding is the recommended format.
    Audio formats
  • Cause: The server that hosts the media file fails to send it to the task page. It returns an empty output or the "Access denied" message, because the downloaded file is detected at an unknown domain.

    How to fix: Refine the settings of your server or change the domain that sends the request for the media file download.

  • Cause: The server failed or network connection was interrupted.

    How to fix: Check the server access and network connection, and try to download the media file again.