Consider these tips when you're troubleshooting Video player issues. |
This article applies to: UserTesting
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About Video player issues
- A video playback issue could be traced to a variety of causes.
- Typically, the culprit for playback failure or sluggishness is either a network issue on the customer’s side or the customer’s IT department's VPN (virtual private network) or firewall blocking the service.
- We recommend that you perform some diagnostics on your end, perhaps working with your IT team, to determine whether you can resolve the issue.
- Video playback bugs are rare, and we advise following the troubleshooting tips in the next section before canceling or replacing a video.
Troubleshooting tips
- If the video file name includes the following characters, it will cause playback issues: ?, ", \ , &, #
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Try playing the video in other browsers and an incognito/private browser window.
- Does the video play in either?
- Try playing the video on a different network, such as your company’s guest network or a non-work network. If you’re on Wi-Fi, try connecting to a wired connection.
- Try clearing your browser's cache and cookies.
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Are your colleagues encountering the same issue?
- If not, this indicates an issue with your personal computer or browser settings.
- If possible, check to see whether the video plays on a different computer.
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Does your company use a firewall or VPN?
- If it does, try disabling them to see if that allows you to play the video.
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If there is a VPN/firewall in place?
- Ask your IT department to add the IP addresses found in this Knowledgebase article to a whitelist/allow list.
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Are you able to play other videos from a different test?
- Videos from different tests with playback problems strongly indicate that something on your end is preventing them from playing and requires further troubleshooting with your IT team.
Note: If you need help with the steps listed above or if the self-serve diagnostics don’t resolve the issue, please contact UserTesting Support.
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