There are many possible reasons why files may not play over the Web. The two most common causes of playback issues Wiredrive users experience are internet connection issues and encoding, but we cannot diagnose the cause of faulty or failed playback without some basic troubleshooting.
- Empty your cache
- Make sure your browser and plug-ins are up to date (How do I check on Mac? | How do I check on a PC?)
- Try accessing the file from outside your network
- *More than likely the file(s) are not encoded properly, and you will need to download and re-encode the file and upload again.
Click on the file to open its detail page and note the following information:
- Type. Most popular file types are supported, but there are a handful that may not play in your browser. Check with our support if you believe your file type is unique.
- Size. If properly encoded, the average 30-second video will be 4MB-12MB. When files get into the 20-30MB range, they can be slow to start playing, especially if the fast-start option wasn't enabled during encoding. You may need to re-encode your file if it's too big.
- Video Compression (or codec). Video files should always be encoded with h.264. You may need to re-encode your file if a different code was used.
- Video Bitrate. We recommend a video bitrate between roughly 1500kbps and 15000kbps. In some instances, such as viewing the file on a mobile device, the browser may time-out before the video loads. You may need to re-encode your file if the bitrate is too high.
Try the following steps, take notes and send them to us.