Video playback troubleshooting

Most video problems come down to file format, file size, or browser compatibility. Here's how to diagnose and fix the most common ones.

Issues you can fix (file problems)

Issues clients report (connection and device problems)

When clients can't watch a video, ask them to try these steps first:

1. Clear browser cache and cookies
2. Try a different browser — Chrome (updated) has the widest compatibility
3. Update their browser to the latest version
4. Disable browser extensions — especially ad blockers, which sometimes interfere with video
5. Pause other bandwidth-heavy activity — streaming on another device, large downloads, etc.
6. Try a different network — if they're on mobile data, try WiFi, or vice versa

Client can't access the video at all

If the client can access your library but can't play a specific video, confirm:

• The client is logged in with the correct email address
• The video is included in their membership or package (if it's subscription-only)
• The membership or package is active and not expired

If the client can't log in, check that the email they're using matches what's on their Arketa profile.

Still stuck?

If you've tried everything and a video still has issues, chat with support from your dashboard or email support@arketa.com. Include the video title and a description of what the client sees — screenshots help.