Why am I getting a video playback error?

Short answer

The message This video could not play means the player could not load the video source. Reload the page first. If it still fails, check that the source is still available, test in a private window and on another network, and send support the reference code shown under the message.

How to do it

1. Select Reload on the error screen.
2. Open the video’s share link in a private browser window, where you are not signed in.
3. Try another browser and another network. Turn off ad blockers and other content-blocking extensions.
4. Open the video in the editor. If you see Video link unreachable, fix the file and select Re-check link, or select Replace video.
5. If the video fails only when embedded, compare it with the share link (see below).
6. If it still fails, contact support with the reference code and the details listed below.

Read the error screen

Viewers see This video could not play and a line that starts with Reference:. The reference identifies the video. Include it when you or your viewer contacts support.

Source problems

• A self-hosted link expired, moved, or now needs a login.
• The video was deleted from Vimeo, Wistia or another host, or its privacy settings changed.
• The video uses a YouTube source, which is for testing only.
• An upload is still processing. The editor shows Video is processing until the encoded version is ready.

Embed problems

If the share link plays but the embed does not, the problem is on the page. Check that the page’s domain is in your allowed embed domains (see restrict embed domains), that the page does not block iframes from Mindstamp, and that you pasted the full code from the Share page.

If the frame shows "This Mindstamp page cannot open inside another website", the iframe points to an editor page. Copy the embed code again from Share.

Viewer-specific problems

If the video plays for you but not for one viewer, the cause is usually their network or device: a company firewall, an old browser, or a strict extension. Ask them to try another network or device.

Detect errors on your own page

An embedded player sends a message named playback_error to the page when a video cannot play. You can log it or show your own help text. See the embed events guide.

const player = document.querySelector('iframe[src*="/e/"]')
const playerOrigin = new URL(player.src).origin

window.addEventListener('message', (event) => {
  if (event.origin !== playerOrigin) return
  const message = event.data
  if (message?.event === 'playback_error') {
    console.warn('Mindstamp video could not play', message.info.token, message.info.data.error)
  }
})

What to send support

• The reference code, share link or embed page address.
• The source type: upload, link, Vimeo, Wistia or another host.
• Device, operating system, browser and browser version.
• The date and time of the failure, with your time zone.
• A screenshot, and whether it fails for everyone or for one viewer.

Go further

• Contact support
• Sharing tutorial