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Play and Share Videos without Issues

If your users are having trouble playing a video in Passion.io, this guide will help you troubleshoot common playback issues so your learners can access content smoothly.

In This Article

Basic Troubleshooting Steps

Video Freezing during Playback

Unable to Play Video

Contacting Support

Basic Troubleshooting Steps

These initial steps can often resolve temporary connectivity or browser issues:

  • Clear cache and cookies
    Cached data may prevent videos from loading correctly in the web app. Follow the official guides to clear your cache:
  • Try a different browser/device
    If you’re on the web app, switch to another browser. We recommend Chrome for the best experience.

  • Update your app/browser
    Outdated app versions or browsers may cause video playback problems.

  • Use a speed test tool to check your download speed (bandwidth).

Video Freezing during Playback

Freezing or buffering is usually caused by a slow or unstable internet connection, network congestion, or VPN/firewall interference.

To prevent the video from freezing, try the following steps:

  • Use a speed test tool to check your download speed (bandwidth).
  • Temporarily switch networks to verify if the original network is causing issues.
  • Restart your modem/router.
  • Disable VPN or Firewall on your device. 

If multiple end users are affected, try compressing the video using the following tools.

Unable to Play Video

Users may experience issues playing a video due to privacy settings or device-related factors. Common symptoms include a black screen or an error message. The tips below outline how to resolve these issues based on the video upload source.

Passion.io 

Playback issues for videos uploaded via Passion.io are often related to someone's device. If none of the Basic Troubleshooting Steps resolve the issue, go to the Contacting Support section. 

Vimeo & YouTube

Playback issues for embedded videos are often related to privacy settings. 

  • YouTube: The video must be set to Unlisted (not Private).
  • Vimeo: The video must be set to Unlisted or Hide from Vimeo.

Contacting 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 users)