Troubleshooting
Upload or video playback problems
Check connectivity, files, and browser behavior.
Upload checks
Use a stable internet connection and confirm the file meets the limits displayed by the upload control. Check that the file opens on your device. Avoid repeatedly uploading the same file while an earlier attempt is still processing.
Playback checks
Reload the page and try an up-to-date supported browser. If permitted by your organization, compare another device or connection. Corporate content filters or browser extensions can affect media delivery.
Share useful diagnostics
Record the visible error, file type and approximate size, browser/device, and time. Do not send confidential files unless support provides an approved sharing method. See Contact support.
Still need a hand?
Contact support with the details of what you are trying to do.