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If you are experiencing issues uploading videos or videos are not playing properly, refer to this guide for more information.

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Video uploading guidelines

You may encounter video uploading issues due to the video’s file size, format, resolution, bitrate, and more.

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Reduce video upload issues

  • 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.

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Video upload troubleshooting

Video uploading issues can occur due to file size, internet speed, browser or cache issues, and more.

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Troubleshoot video uploads

  • Compress the video using Handbrake and reupload.
  • Try the upload using a different upload method (e.g., from Google Drive, Dropbox, or directly from your computer).
  • Try uploading your video using an alternate browser (e.g., 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:
  • Try rebooting your internet connection.

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Videos are not playing properly

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Troubleshoot video playback

  • Try uploading your video using an alternate browser (e.g., 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:
  • 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: