The video won't play on the TV. What should I do?
When a video doesn't appear, freezes or has no sound on the TV, the cause is usually one of the following. Check them one by one.
The video is still being optimised or downloaded
Every uploaded file is optimised and then downloaded to the device. While this happens:
- On the Files page and in the playlist editor, the video shows the message Optimising file...
- On the TV page, the Status and Information group may show that files are being optimised or downloaded. Until this finishes, the TV shows the files that are already ready.
See how long this takes and whether you need to wait for optimisation.
The file is corrupted
If the video shows a red corrupted file alert, see The file shows as corrupted. What should I do?.
The video freezes or is slow
- The video is optimised for the TV's resolution, but its original fps (frame rate) is kept. If the device doesn't support the video's fps, it may freeze. See My high-definition video is slow or freezes on the TV. Why?.
- On some devices with an app version earlier than 3.10, the TV's Extras tab has the Video Playback Mode option. The Normal option works well on most devices; if the video freezes, try the other options. See video scaling and playback mode.
The video is scheduled
A scheduled file is only shown during the scheduled period. In the playlist editor, scheduled files show a clock icon next to their name. Check the schedule on the file's page, in the Settings and Information tab. See how to schedule a file.
Important: file scheduling was introduced in version 3.7 of the app. In earlier versions, scheduled files don't work correctly: update the app.
The video has no sound
In the TV's Extras tab, check the Audio option: when it is set to Disabled, the app never plays audio, even if it is enabled in the playlist. See how audio works.
The video is from YouTube or Vimeo
These videos only appear when the TV is online and depend on the video's own settings. See The YouTube or Vimeo video doesn't appear on the TV. What should I do?.
If nothing works
With the TV online, use the Clear cache command in the Commands group on the TV page. It is intended only for content playback problems and is available from version 3.10.6 of the app. See what each command does. If the problem persists, contact our support team.
