Help Center
Video Not Playing Properly
Overview
Video playback issues are usually caused by format or encoding problems.
Common issues and fixes:
Black screen during video:
• Re-encode video to MP4 with H.264 codec
• Lower the resolution to 1920×1080
• Reduce bitrate to under 10 Mbps
Video stuttering:
• File may be too large — try reducing bitrate
• Check device internet speed
• Use Ethernet instead of Wi-Fi
No audio:
• Ensure TV volume is not muted
• Check if the video file has an audio track
Video not appearing at all:
• Verify the video was fully processed in media library
• Check if it shows a thumbnail — if not, reupload
Frequently Asked Questions
Why does the screen go black during video playback?
The video format may be unsupported. Re-encode to MP4 with H.264 and keep bitrate under 10 Mbps.