Troubleshooting: playback

Common playback issues


During video playback, if a video is pausing/buffering frequently, then your internet connection may not be fast enough to maintain steady playback.  For smooth streaming of videos, you should ensure you have a minimum consistent download speed of 1.5Mbps (you can check your internet speed here).  If you're having difficulties here are some things you can try to make sure you're getting the most out of your connection:

  • Use a wired connection with an ethernet cable and disable WiFi.
  • If WiFi is your only option, move so that there are no obstacles between your device and your router.
  • End or pause any activities on your network that might be consuming a lot of bandwidth (Netflix, online games, other uploads or downloads, etc.).
  • Connect to a faster network.

Other streaming issues can stem from a lack of computer processing power.  You can view GoReact's computer requirements here.  Generally speaking, the processor and video card should be less than 3 years old, and you should have at least 4GB of RAM.  To make sure you're getting the most out of your computer, there are a couple things you can try:

  • Close other browser windows/tabs and all other open applications.
  • Minimize connected USB devices.
  • Plug in battery-powered devices (“Power Save” modes can reduce performance).

If all else fails, you may need to play the video in a different environment (on a different computer/internet connection).  If you are still unable to play the video, then the issue is most likely with the video itself, in which case, the original presenter will need to record/upload their video again.  For helpful tips, see our video recording checklist.  

Failed Sessions


Grey video thumbnail

If a video shows a gray thumbnail, the owner needs to change the YouTube privacy settings for this video from "private" to either "public" or "unlisted."

youtube.png

Black video thumbnail

A black video thumbnail typically means Adobe Flash was not enabled correctly before recording. This usually happens on test activities where only one session is allowed.  The instructor can reset the submission by clicking the "Allow Retake" button next to the video.  We recommend doing a sample recording in a non-test activity just to make sure that Flash is working correctly before you begin your actual test.

blank.png

Error loading media: file could not be played

This error is generally caused by a failed upload. If you see this error message on the playback screen, you will need to upload your video again.  (For students, this message can also be displayed if your video isn't posted.  Click the "Done" button and you will be prompted to post the video, which may resolve this issue.)

Capture.PNG

Processing failed session

This error is shown on failed recordings done directly in GoReact or can be caused by an encoding failure. If you see this error message you may need to record your video again, but you can contact our Support team to see if the file can be re-encoded.

processingfailed.png

Media has not finished processing

After videos are uploaded to GoReact, they go through processing.  This process can take several minutes to complete and you will see a spinning circle.  If you still see the spinning circle after waiting a long time (hours or days) your video has stalled and will need to be resubmitted.  

processing.PNG

Was this article helpful?