A video will not play

A video can fail to play for a few simple reasons: it is not finished, your browser cannot show it, or the connection dropped. This page goes through them, starting with the quickest checks.

Quick checks

1. Make sure the video is finished. A card that shows a bar or "Waiting in line" is still being made. Wait for it, see A job seems stuck.
2. Reload the page and open the video again.
3. Check your internet. A weak connection can make a video stop or not load.
4. Open the same video in Chrome, Edge or Firefox, and update your browser.
5. Press Download on the open video and play the saved file in your phone or computer player.

The open video is in Your creations on Create, and in your Library. Press a tile to open it.

Screenshot coming soon

When a result will not show

Two messages can appear where the video should be.

• "This file cannot be shown here. Download it to open it." Press Download and open the file on your device.
• "This file could not be loaded." The connection may have dropped. Close the video, open it again, and check your internet.

If the video was just made and still does not load after a reload, wait a minute and try again. If it never loads, write to us with the project name and the time. See Getting help.

When the video is in Kriti Cut

Edit in Kriti Cut opens a video in the editor.

• If a file you imported will not play, the editor says that this browser cannot play it and asks you to convert it to MP4 (H.264) and import it again.
• A big file can stutter on a slow computer. Kriti Cut can make a smooth playback copy, called a proxy. Export still uses the original file.
• When you press Export, the file type depends on your browser. The editor tells you: MP4 (H.264 and AAC) plays everywhere, and WebM is used only if your browser cannot make MP4.
• "The export stopped. Try a lower resolution or the other format." Pick a lower resolution, or the other format, and press Export again.

When a lesson will not play

Paid Academy lessons use protected video, so they need a browser that supports it.

• "This browser cannot play protected video. Update your phone or open the lesson in Chrome." Update your phone or open the lesson in Chrome.
• "This lesson plays in Chrome, Edge or Firefox on a Mac. Copy the link and open it there." On a Mac, do not use Safari for lessons.
• "This lesson cannot play right now." Reload, or try again in a minute.
• "The video is taking a short break. Your progress is safe. Try again in a minute, or read the transcript." Wait, or read the transcript.
• "You are watching on another device." A lesson plays on one device at a time. Press Watch here instead to move it to this device. If another device takes it, you see "This lesson is now playing on another device."

Tips

• Save important videos with Download so you have a copy on your device.
• On a phone, keep the screen on and the page open while a video loads.
• If sound is missing, check that your device is not on silent.

Common problems

"This file cannot be shown here. Download it to open it." Press Download.

"This file could not be loaded." Check your internet, then open it again.

"This sample could not play." A voice sample failed to load. Check your connection and try another sample.

The video plays but has no sound. Raise the volume on the player and on your device, and check the silent switch.

The video is small or looks soft. Make it again at a higher quality. See Your first video.

I cannot find the video I made. Look in your Library. If the job failed, the card says "Nothing was made" and the credits come back.