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Upload, Play, and Share Videos Without Issues

Troubleshooting videos in your app doesn’t have to be frustrating. This guide helps you solve common upload and playback issues, optimize file sizes, and use YouTube or Vimeo links, so your learners can access content smoothly and your courses run seamlessly.

 

In This Article

Common Troubleshooting Steps

Known Issues and Fixes

Reporting an Issue to Support

 

Size and video limitations will depend on your subscription plan: click here to see the limitation

 

Common Troubleshooting Steps

  1. Check file type and size

    • Videos should be in standard MP4 format (H.264 codec).

    • File size and upload limits depend on your subscription plan. See file limitations here.

    • For best results, upload videos under 1GB. For sequences, the maximum is 400MB per file.

  2. Compress large videos
    If your video is too large to upload:

    • Use a free online converter or HandBrake (advanced option for Mac/Windows).

    • Recommended settings:

      • Format: MP4

      • Codec: H.264

      • Resolution: 720p

      • Minimum bitrate: 2 Mbps

  3. Use YouTube or Vimeo links
    Instead of uploading large files, you can paste a YouTube or Vimeo link directly into your lesson.

    • YouTube videos must be set to Unlisted (not Private). Learn more.

    • Vimeo videos can be Unlisted or Hide from Vimeo. Learn more.

    • Remove any hash number at the end of unlisted Vimeo URLs to embed successfully.
      Note: Linked videos do not support offline playback in mobile apps.

  4. Clear cache and cookies
    Cached data may prevent videos from loading correctly in the web app. Follow the official guides to clear your cache:

  5. Check your internet connection
    Slow or unstable internet can cause buffering or failed uploads.

  6. Try a different browser
    If you’re on the web app, switch to another browser. We recommend Chrome for the best experience.

  7. Update your app
    Outdated app versions may cause video playback problems.

Known Issues and Fixes

  • Video stuck on “processing”

    • Check your internet connection.

    • Larger files take longer to process — consider compressing before uploading.

    • If it remains stuck, delete the video widget, log out, log back in, and re-add the video widget.

  • Rewinding skips to the previous video
    This is caused by the swipe-to-next/previous feature in lessons. Swiping left or right may accidentally trigger navigation instead of rewind.

  • Users can’t open video links on Android
    Ensure “Open supported links” is enabled:

    1. On the Android device, go to Settings > Apps > [Your App].

    2. Tap Open by default.

    3. Turn on Open supported links and add your app link.

 

Reporting an Issue to Support

If none of the above resolves your issue, report it via the Contact Form. Include:

  • Platform (Apple / Android / Web App)

  • Product Title or Pricing Plan (if relevant)

  • Lesson/Sequence name and details (Week/Day if part of a program)

  • Device/Browser details (e.g., iPhone 14 / Chrome 118)

  • Who is experiencing the issue (you or your subscribers)