Video will not play, buffers, or has no sound
Use the same file and scene to distinguish source, network, track, and playback-engine issues.
Platforms
All platforms; successful playback on one device does not prove compatibility on another.
01Confirm file access
Check authorization and network access, then try an ordinary video from the same source. Note the format and error if only one file fails.
02Change one option at a time
For missing sound, try another existing audio track. Disable subtitles to isolate subtitle problems. If engine switching is available, compare the same scene and record the original setting.
03Record results for support
Record the device, OS, app version, source type, engine, and time. Hide tokens and signed playback URLs in screenshots while retaining the error text.
Before you finish
- Single-file and source-wide issues are distinguished
- Only one variable changes
- Reports exclude credentials
Need help with these steps?Contact support