> ## Documentation Index
> Fetch the complete documentation index at: https://help.kajabi.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshoot videos not uploading or playing

> Resolve issues with video uploads or playback in Kajabi.

If you are experiencing issues uploading videos or videos are not playing properly, refer to this guide for more information.

## Video uploading guidelines

You may encounter video uploading issues due to the video's file size, format, resolution, bitrate, and more.

### Reduce video upload issues

* The video file size is not larger than 4GB. If the video file size is larger than 4GB, use [Handbrake](../../website/pages/how-to-compress-a-video-file-using-handbrake) to compress the size of the video before uploading.
* The video resolution is between 640px and 3840px (4K) wide.
* The bitrate is between 5,000 - 10,000 kbps.
* The video file is in one of these supported formats:
  * MOV
  * MPG
  * FLV
  * F4V
  * MP4
  * M4V
  * ASF
  * WMV
  * VOB
  * MOD
  * 3GP
  * MKV

If your videos adhere to these guidelines and you are still experiencing issues, continue reading to learn what to do next.

## Video upload troubleshooting

Video uploading issues can occur due to file size, internet speed, browser or cache issues, and more.

### Troubleshoot video uploads

* Compress the video using [Handbrake](../../website/pages/how-to-compress-a-video-file-using-handbrake) and reupload.
* Try the upload using a different upload method (e.g., from Google Drive, Dropbox, or directly from your computer).
* Try uploading your video using an alternate browser (e.g., if you are using Safari, try using [Google Chrome](https://www.google.com/chrome/)).
* Clear your browser's cache. Here are a few commonly used browsers and their support guides on how to clear their browser cache:
  * **Using Google Chrome?** Read [Google's Support Guide](https://support.google.com/accounts/answer/32050?hl=en) on Clearing Cache and Cookies.
  * **Using Safari?** Read [Apple's Support Guide](https://support.apple.com/guide/safari/manage-cookies-and-website-data-sfri11471/mac) on Removing Stored Cookies and Data.
  * **Using Firefox?** Read [Mozilla's Support Guide](https://support.mozilla.org/en-US/kb/delete-browsing-search-download-history-firefox) to delete browsing, search, and download history.
* Try rebooting your internet connection.

## Videos are not playing properly

### Troubleshoot video playback

* Try uploading your video using an alternate browser (e.g., if you are using Safari, try using [Google Chrome](https://www.google.com/chrome/)).
* Clear your browser's cache. Here are a few commonly used browsers and their support guides on how to clear their browser cache:
  * **Using Google Chrome?** Read [Google's Support Guide](https://support.google.com/accounts/answer/32050?hl=en) on Clearing Cache and Cookies.
  * **Using Safari?** Read [Apple's Support Guide](https://support.apple.com/guide/safari/manage-cookies-and-website-data-sfri11471/mac) on Removing Stored Cookies and Data.
  * **Using Firefox?** Read [Mozilla's Support Guide](https://support.mozilla.org/en-US/kb/delete-browsing-search-download-history-firefox) to delete browsing, search, and download history.
* Try playing your video in a private browsing window. Here are a few commonly used browsers and their support guides on how to open private browsing windows:
  * **Using Google Chrome?** Read [Google's Support Guide](https://support.google.com/chrome/answer/95464) to open a New Incognito Window.
  * **Using Safari?** Read [Apple's Support Guide](https://support.apple.com/guide/safari/browse-privately-ibrw1069/mac) to Browse Privately.
  * **Using Firefox?** Read [Mozilla's Support Guide](https://support.mozilla.org/en-US/kb/private-browsing-use-firefox-without-history) to use Private Browsing.