My video won't play
30-second answer
Try refreshing first. If it's still broken: check your internet, try a different browser, disable ad blockers, and confirm the video isn't still uploading. Most issues are network or browser-related.
Step-by-step
Step 1: Refresh the page
Browser tabs can stale out. Refresh and try again.
Step 2: Check your network
- Speed test — you need at least 5 Mbps for HD playback
- Switch from Wi-Fi to wired or vice versa
- Try mobile data as a quick test
Step 3: Try a different browser
Chrome and Edge work best. Safari sometimes has codec issues with HLS streams. Firefox is usually fine.
Step 4: Disable extensions
Ad blockers, privacy extensions, or VPN browser extensions can break video playback. Disable them temporarily.
Step 5: Is the video still processing?
If a recording was just published, it might still be uploading to our CDN (Cloudflare Stream). Wait 10-30 minutes after the event ends.
Step 6: Check the access state
If the video shows a paywall instead of playing, your tier doesn't cover it. See Recording shows Locked.
Step 7: Submit a ticket
If none of the above works, submit a ticket with:
- The recording URL
- Your browser and OS
- A screenshot of the error if you see one
Things to know
- Cloudflare Stream sometimes lags by 1-2 minutes when traffic is high after a popular event ends.
- Mobile playback in low-power mode caps quality; turn it off for full HD.
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Last updated May 3, 2026