For example if you’re using Firefox and your media doesn’t play, but things are all good in Chrome, let us know! We’ll be happy to dig deeper with you. Switching browsers may help clear up an issue, or at least give you a sense for whether a certain problem is more widespread. While we support all major browsers, certain playback issues are specific to one browser or another. Sometimes different browsers can cause problems. Here are some guides on managing plugins & addons for common browsers: When it does, you know which plugin is causing the problem, and you will want to uninstall it, or set up an exception for pages with media. As you re-enable each plugin, see if the problem returns. If the problem goes away in that window, then it’s time to disable all your plugins and turn them back on one-by-one. Every browser has some option for a “Private” mode which will disable any extensions/plugins automatically. The easiest way to test if a plugin is causing the problem: open an Incognito or Privacy browsing window. Some example issues include preventing playback, subverting stats, or trying to download a media instead of playing it. Whether you’re using Extensions in Chrome or Safari, Firefox Addons, or any kind of browser plugin, these 3rd party programs can sometimes cause unexpected problems with media. For example, iOS only started supported silent autoplay for videos as of iOS10. This is especially true on mobile devices, as the difference between versions can often have serious implications for certain functionality being supported or not. If a media is failing to play or consistently stuck buffering/loading, make sure you’re using the most up-to-date version of your browser or OS.
If you’re on an older version of a browser or operating system, there may be a bug that has been fixed with a more recent update.
It’s always a good idea to keep your software up to date. Check for Updates to your Browser or Device
If you’re unsure how to choose these settings, check our Exporting Guide or write into support and we can get you squared away. Uploading a file with an incompatible codec is one of the most common reasons videos fail to play in Wistia.
The most important piece is to export as an MP4 file (recommended) with the H.264 codec (required). If the problem is happening for a video you uploaded to Wistia, make sure you’ve selected the right Export Settings for your file. Double-check the Export Settings on your Video This is typically done by holding Shift and pressing refresh or reload. You can also “hard refresh” a certain webpage to clear the cache for that single page.
The main factors to focus on are your browser, your network, and your device. If nothing is amiss there, it’s time to start troubleshooting. You can also subscribe to updates, to get a proactive heads up if something is broken on our end. Here we’ll report any outages as soon as they happen, and let you know when they are resolved. If you think there might be a site-wide problem, the first place to look is our Status Page. There are a lot of factors that influence media playback, so we’ve set forth some tips for ironing out the wrinkles on your own. While the Wistia player is designed for a great viewing experiences across lots of devices and browsers, playback issues are bound to happen for some viewers.