Troubleshooting in Cloud Video

Video playerVideo player

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

Video content is not loadingVideo content is not loading

I see a black screenI 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:

   Yandex Browser

   Google Chrome

   Mozilla Firefox

   Opera

   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 screenI see a green screen

Restart your browser and device.

If the problem persists, update your video card drivers:

Viewing is not available in my browserViewing 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 deniedAccess denied

The video has been removed from publication or deleted.

The page is not loadingThe page is not loading

Try following these steps:

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 workThe video player does not work

The player frozeThe 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:

   Yandex Browser

   Google Chrome

   Mozilla Firefox

   Opera

   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 soundThere 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 playerThere 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

Windows

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 missingThe required video codecs are missing

Poor video qualityPoor 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.

Uploading and processing a videoUploading and processing a video

This section describes possible issues with uploading and processing video files in Cloud Video and how to solve them.

Video file processing errorVideo file processing error

Cloud Video cannot properly process a file due to corrupted data in the container, video stream, or audio stream. This may be due to recording failures caused by camera or memory card issues, corruption during copying or transcoding, etc.

Note that the file might still open and play on your PC, as media players can often mask errors, skip corrupted packets, or reconstruct frames using keyframes.

If the file is corrupted, try enabling Automatically process video file errors when uploading the video. The service will attempt to process the file while ignoring corrupted sections. If this does not help, follow the steps below.

How to check the fileHow to check the file

Re-upload the file. If the error persists, the file is likely corrupted.

You can check this by opening the file in a third-party media player (e.g., Windows Media Player, QuickTime, VLC, etc.). A corrupted file may exhibit freezing, artifacts, black screens, and other video or audio issues.

Keep in mind that issues can occur anywhere in the file: even a few corrupted frames can render your entire file invalid for processing.

How to fix the fileHow to fix the file

1. Re-export the file if created in a video editor.

2. If the original file cannot be restored, re-encode it into a recommended format using FFmpeg, instructing it to skip corrupted segments:

   ffmpeg -err_detect ignore_err \
          -i <input_file> \
          -c:v libx264 \
          -crf 21 \
          -c:a aac \
          -b:a 192k \
          -map 0 \
          <output_file>
   

3. Optionally, trim the corrupted segment if needed and save a new version.

4. Re-upload the repaired file to Cloud Video.

When to contact supportWhen to contact support

If the file plays without errors after re-encoding but processing in Cloud Video still fails, contact support and provide the video's ID.