Fix a video that will not play or finish uploading

If a video does not play

1. Confirm you are signed in and have access to the community or post.
2. Check your internet connection, browser volume and the player’s mute control.
3. Refresh once and try another available video to distinguish a single-content issue from a connection problem.
4. Review data-saver settings and any device restrictions affecting media playback.
5. For a course lesson, check that the module is unlocked and your enrolment and community access are valid.

If an upload or processing step stalls

• Keep the upload page open until the file transfer finishes.
• Check the file against the requirements shown in the uploader.
• Open the post record to distinguish uploading, processing, pending review and scheduled status.
• Use the available retry action for a failed transfer. Do not create multiple copies simply because media is still processing.

Information that helps support

Send the post or lesson URL, its status, approximate time of the issue, device and browser, and the exact error. Explain whether another video plays successfully. Do not send access codes or download and re-share another person’s private media as evidence.