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Troubleshooting in Cloud Video

Written by
Updated at March 6, 2025

See below for a list of Cloud Video possible issues and their fixes:

Video content is not loading

I see a black screen

Try doing the following in a sequence:

  1. Check your internet speed with the Internetometer.

  2. Close all browser tabs except the video player. Refresh the page.

  3. Clear your browser cache and delete cookie files.

  4. Disable the installed browser extensions.

    If using an ad blocker (e.g., Adblock Plus, Adguard, or uBlock Origin), disable it in your browser settings and check if that helped the problem.

  5. Disable hardware acceleration in your browser:

    1. Click → Settings.
    2. Open System.
    3. Under Performance, disable Use hardware acceleration when available.
    4. Restart your browser for the changes to take effect.
    1. Click → Settings.
    2. At the bottom of the page, click Additional.
    3. Under System, disable Use hardware acceleration (when available).
    4. Restart your browser for the changes to take effect.
    1. Click → Settings and go to the General tab.
    2. Disable the Use recommended performance parameters option.
    3. Disable Use hardware acceleration when available option.
    4. Restart your browser for the changes to take effect.
    1. Type opera://flags in the address bar and press Enter.
    2. Find Hardware-accelerated video decode.
    3. In the right-hand menu, select Disabled.
    4. Restart your browser for the changes to take effect.

I see a green screen

Restart your browser and device.

If the problem persists, update your video card drivers:

  1. Click Start → Control panel → Device manager.
  2. Open the Video adapters section. A list of video adapters will appear.
  3. Right-click the name of your video adapter.
  4. In the context menu, select Update drivers.

Viewing is not available in my browser

An outdated browser may not support the technologies used to load videos quickly and easily. Install the latest version of your browser.

Access denied

The video has been removed from publication or deleted.

The page is not loading

Try doing the following in a sequence:

  1. Check if you have entered the page address correctly.

  2. Check your internet speed with Internetometer.

  3. Clear your browser cache.

  4. Disable installed extensions in your browser.

    If using an ad blocker (e.g., Adblock Plus, Adguard, or uBlock Origin), disable it in your browser settings and check if that helped the problem.

The video player does not work

The player froze

Try doing the following in a sequence:

  1. Check your internet speed with the Internetometer.

  2. Close all browser tabs except the video player. Refresh the page.

  3. Clear your browser cache and delete cookie files.

  4. Disable the installed browser extensions.

    If using an ad blocker (e.g., Adblock Plus, Adguard, or uBlock Origin), disable it in your browser settings and check if that helped the problem.

  5. Disable hardware acceleration in your browser:

    1. Click → Settings.
    2. Open System.
    3. Under Performance, disable Use hardware acceleration when available.
    4. Restart your browser for the changes to take effect.
    1. Click → Settings.
    2. At the bottom of the page, click Additional.
    3. Under System, disable Use hardware acceleration (when available).
    4. Restart your browser for the changes to take effect.
    1. Click → Settings and go to the General tab.
    2. Disable the Use recommended performance parameters option.
    3. Disable Use hardware acceleration when available option.
    4. Restart your browser for the changes to take effect.
    1. Type opera://flags in the address bar and press Enter.
    2. Find Hardware-accelerated video decode.
    3. In the right-hand menu, select Disabled.
    4. Restart your browser for the changes to take effect.

There is no sound

By default, the video loads without sound. If unable to increase volume in your video player:

  • Make sure sound is on in your browser and on your device.
  • Restart your browser or device.

There are no control buttons for the video player

Disable extensions

If using an ad blocker (e.g., Adblock Plus, Adguard, or uBlock Origin), disable it in your browser settings and check if that helped the problem.

Update your video card drivers
  1. Click Start → Control panel → Device manager.
  2. Open the Video adapters section. A list of video adapters will appear.
  3. Right-click the name of your video adapter.
  4. In the context menu, select Update drivers.

The required video codecs are missing

Windows versions 7, 8, and 10 indexed N and KN feature no codecs required for the video player to work.

You can download and install them yourself:

By default, Ubuntu does not feature codecs for video playback. To install the codecs:

  1. Run this command:

    sudo apt-get update && sudo apt-get install ubuntu-restricted-extras

  2. Enter the root password and click Y.

    Wait for the installation to complete and restart your computer.

  3. (Optional) You can install an additional codec pack. Run this command:

    sudo apt-get install libavcodec-extra && sudo apt-get install chromium-codecs-ffmpeg-extra

    Then restart your computer.

Poor video quality

By default, video quality depends on your internet speed:

Minimum internet speed Video quality
7.5 Mbps 1080p, FullHD
5 Mbps 720p, HD
3.5 Mbps 576p
2.5 Mbps 480p
0.9 Mbps 360p
0.37 Mbps 144p

If you cannot change video quality in the player settings, check your internet speed using Internetometer.

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