A video testimonial that has already been collected should play back wherever you display it, in your Feedbox, on your Wall of Love, or inside a widget on your site. When a video appears but will not play, or shows a blank frame instead of the recording, the cause is almost always temporary and easy to clear. Below are the common reasons a collected video will not play, with a simple fix for each.
A typical case is a brand owner who just received a new video review and opens it straight away to add it to a Wall of Love, only to find it not playing yet. In most situations the video simply needs a short moment to finish processing, and the steps below get it playing.
Work through these in order. Most people find the fix in the first two.
When a new video review is added, it needs a short time to finish processing before it is ready to play. Larger files take longer. If you opened the review moments after it arrived, give it a little time, then reload and try again. Once processing is complete the video plays normally everywhere it appears.
A stale page or an old cached version can stop a video from loading even after it is ready. Refresh the page first. If it still will not play, clear your browser cache and reload, or open the same page in a private or incognito window, which loads a fresh copy without any cached data.
Sometimes the issue is local to the browser or device you are viewing on. Try playing the video in another browser, such as Google Chrome or Mozilla Firefox, or on a different device. If it plays there, an extension or setting on the original browser was getting in the way, and updating that browser to its latest version usually resolves it.
Video files are large, so a weak connection can stop playback from starting or cause it to stall partway through. Switch to a stronger Wi-Fi network or a wired connection, then try again. On a stable connection the video should start without interruption.
If a video is missing from a widget or a Wall of Love rather than failing to play, check that the review is actually added to that display. Open the widget or page and confirm the video review is selected. Once it is included and saved, it appears in that display.
If you have worked through the steps above and the video still will not play, email support@feedspace.io with the specific review and the URL of the page where you are trying to view it. Sharing both lets the team look at the exact video and reproduce what you are seeing.
Once your video plays correctly, you can showcase it where it has the most impact. Learn how to show video testimonials in a Feedspace widget or how to show only video testimonials on your Wall of Love page.
It depends on the size of the file. Shorter clips are ready quickly, while larger files take longer to finish processing. If a video is not playing right after it arrives, give it a short while and reload the page.
This usually points to a cached version of the page on your site. Refresh the page, clear your browser cache, or open the page in a private window to load a fresh copy. Also confirm the video review is selected in that widget.
No. Once a video review has been submitted, playback is handled entirely on your side. The reviewer does not need to take any further action.
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