Video Troubleshooting

Solutions for common video upload and playback issues.

Video Won't Upload

Check File Format

Supported formats: MP4, MOV, WebM

If your video is in a different format (AVI, MKV, FLV), convert it first using:

• HandBrake (free)
• CloudConvert (online)

Check File Size

Maximum file size: 5GB

If your video exceeds this:

• Compress using HandBrake (reduce bitrate)
• Split into multiple shorter videos
• Contact support for temporary limit increase (Business plans)

Stable Internet

Large uploads need consistent connectivity.

• Use a wired connection if possible
• Avoid uploading on public WiFi
• Don't close the browser tab during upload

Try a Different Browser

Recommended: Chrome (latest version)

If Chrome doesn't work, try Firefox or Edge.

Upload Stuck at Processing

After upload, videos process (transcoding for streaming). This usually takes 1-2 minutes.

If Processing Takes Too Long (>10 minutes)

1. Wait up to 30 minutes for long videos (1+ hour)
2. Refresh the page — status may have updated
3. Check your email — you'll receive a notification when complete
4. If still stuck, delete and re-upload

Processing Failed

If you see "Processing Failed":

1. Check video format (must be MP4, MOV, WebM)
2. Ensure video isn't corrupted (plays locally)
3. Try re-uploading
4. If it fails again, contact support with the file details

Video Won't Play for Learners

Browser Issues

1. Ask learner to refresh the page
2. Try a different browser (Chrome recommended)
3. Clear browser cache:
   • Chrome: Settings → Privacy → Clear browsing data
   • Select "Cached images and files"
4. Disable browser extensions (ad blockers can interfere)

Network Issues

1. Check internet connection
2. Try a different network (e.g., mobile data vs. WiFi)
3. Disable VPN if active

Mobile Issues

1. Ensure device has latest OS updates
2. Try landscape mode for better playback
3. Check available storage (videos may buffer to device)

Video Quality Is Poor

During Upload

• Upload the highest quality source you have
• Minimum recommended: 1080p (1920x1080)
• We create multiple quality levels for adaptive streaming

During Playback

• Quality auto-adjusts based on connection speed
• Click the gear icon on the video player
• Select a higher quality manually (720p, 1080p)

Source Quality Tips

When recording videos:

• Use 1080p or 4K resolution
• Good lighting improves perceived quality
• Avoid heavy compression before upload

Audio Issues

No Sound

1. Check device volume (not muted)
2. Check browser tab isn't muted (look for speaker icon)
3. Try headphones
4. Refresh the page

Audio Out of Sync

1. Refresh the page
2. Try a different browser
3. This may indicate a source file issue — check original video

Audio Quality Poor

• Record with a dedicated microphone
• Reduce background noise
• Check source file audio bitrate (recommend 128kbps+)

Video Buffering / Slow Loading

For Learners

1. Check internet speed (recommend 10+ Mbps for HD)
2. Lower video quality (gear icon → 480p)
3. Pause and wait for buffer before playing
4. Close other bandwidth-heavy applications

For All Learners (Course Creator)

If multiple learners report buffering:

• Check our status page for outages
• Contact support — may indicate CDN issue

Captions / Subtitles

Adding Captions

1. Edit the video lesson
2. Click Captions
3. Upload an SRT or VTT file
4. Select language
5. Save

Auto-Generated Captions

1. Edit the video lesson
2. Click Captions → Auto-Generate
3. Select language
4. Wait for processing (usually 5-10 minutes)
5. Review and edit for accuracy

Captions Not Showing

1. Ensure captions are enabled (CC button on player)
2. Check that captions were uploaded successfully
3. Try a different browser

Still Having Issues?

If none of the above helps:

1. Note the video URL (copy from browser)
2. Screenshot the error (if any)
3. Email support@unicourse.io with:
   • Video URL
   • Browser and device
   • Description of the issue
   • Screenshots

Response time: Within 24 hours (Pro plans: within 4 hours)

Related: Adding Content | FAQ