Why is my video not playing?
If you or your Learners are having issues playing your videos, please ensure your video has been uploaded using the optimal specification to work on all devices and browsers.
1. If your video shows a blank screen and you cannot press play, please check that the video has been saved and uploaded with the correct specification to ensure your videos work on all types of devices and browsers:
- Codec: h.264
- File Type: mp4
- Resolution: between 720p or 1080p
- Bitrate: up to 5,000 kbps (users with poor internet connections may not be able to play higher bitrate videos)
- Framerate: constant, uyp to 30 frames per second (some devices cannot play variable framerate videos)
- Aspect ratio: 16:9 works best for courses and landing pages
We recommend a tool called Handbrake or vsdc free video editor to configure your video correctly. There is no in-built compression software.
Important: You cannot simply edit a file name to .mp4 as this does not change the video spec. For example, if you have a file that is .mov or .avi you cannot simple save the file as .mp4
2. If the video is loading slowly or buffering, please check your internet connection. It may also be worth checking your video bitrate as Learners with poor internet connection will find it difficult to load and play very large files.
- The recommended bitrate is max 5,000 kbps to ensure a smooth experience for your Learners
- We recommend a download speed of at least 5.0mb per second for the best user experience. If your connection is slower than this videos may take longer to load. You can check your internet speed at speedtest.net
3. Is the video playback issue only on certain devices or browsers? The most common issue is with MOV files being unable to play on Apple devices. Please ensure the video spec is .mp4 and that the file name hasn't simply been changed from .MOV to .mp4
You can change the video spec using Handbrake or vsdc free video editor.
4. If previewing your video resource and you see a the loading icon (3 white dots) please check your video has fully uploaded and then try again.
If none of the above helps, please contact support@clicklms.com and we will help you resolve the issue. It's important that you provide the following information as this will help us resolve any issues faster:
- Please tell us which video in which course and module you are having issues with - if you could send us a link that would be really helpful.
- Please tell us which device (e.g. computer, iPAD, iPhone, Android tablet) and browsers (e.g. Chrome, Safari, Fireffox) have you tried. E.g. ipad with safari. Please try at least two browsers before getting in touch.
- What is your internet connection download speed? If possible, please send a screenshot of your internet speed (we recommend using speedtest.net)