If you are experiencing issues uploading your videos or your videos are not playing properly, refer to this guide for more information.
In this article:
Video uploading guidelines
You may encounter video uploading issues due to the video's file size, format, resolution, bitrate, and more.
To reduce the risk of encountering video uploading issues, follow these guidelines:
- The video file size is not larger than 4GB. If the video file size is larger than 4GB, use 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.
To troubleshoot your video upload:
- Compress the video using Handbrake and reupload.
- Try the upload using a different upload method (e.i. from Google Drive, Dropbox, or directly from your computer).
- Try uploading your video using an alternate browser (e.i. if you are using Safari, try using Google 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 on Clearing Cache and Cookies.
- Using Safari? Read Apple's Support Guide on Removing Stored Cookies and Data.
- Using Firefox? Read Mozilla's Support Guide to delete browsing, search, and download history.
- Try rebooting your internet connection. Tip: You can test your internet speed for free to ensure you have a fast connection.
Videos are not playing properly
Videos may not play properly due to issues that were encountered during uploading, browser or caching issues, browser extensions, and more.
To troubleshoot videos that are not playing properly:
- Try uploading your video using an alternate browser (e.i. if you are using Safari, try using Google 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 on Clearing Cache and Cookies.
- Using Safari? Read Apple's Support Guide on Removing Stored Cookies and Data.
- Using Firefox? Read Mozilla's Support Guide 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 to open a New Incognito Window.
- Using Safari? Read Apple's Support Guide to open a Private Browsing Window.
- Using Firefox? Read Mozilla's Support Guide to open a new Private Window.
Still experiencing issues? Contact Support!
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