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No video playback: narrow down the problem step by step
Avoid changing several settings at once. This sequence helps you narrow down the cause and give support useful information.
1. Distinguish a display problem from a playback problem
If nothing is visible, check that the screen and playback device are powered on and the correct input is selected. If the browser page is visible, the problem is elsewhere. Record whether you see a logo, scrolling text, a text display, a loading indicator or an error. Take a photo if useful, keeping personal information out of it.
2. Check the connection and project address on the player
Open another familiar website on the affected device to check the connection. Then confirm that the intended project address is open. If other pages are also unavailable, investigate the local connection first. A comparison on a second device can help, but does not replace checking the actual player.
3. Test the video source separately
Open the configured YouTube or Vimeo link separately on the same device. Is the video available, or does the provider require a sign-in? Record the exact message. If it plays separately but not in the project, an embedded playback restriction or project setting may still be involved. Playback on the provider’s page does not rule those causes out.
From symptom to the next check
| Observation | Next check | What it tells you |
|---|---|---|
| Whole screen is black | Check power and input | First distinguish a screen or device issue from a playback issue |
| Logo visible, video missing | Check the source and browser messages | The page is visible; video playback needs its own test |
| Menu visible | Compare the schedule and device clock | The text display may be intentionally active |
| Source unavailable separately | Record the provider’s message | Investigate the source before making further project changes |
4. Check the schedule and browser messages
Compare the device time and day with the scheduled text display. A text card shown during its intended slot is not a video failure. The project FAQ lists Chrome, Firefox and Edge and identifies content blockers as something to check when video is missing. Look for a browser message about blocked playback. If needed, test a supported browser with its default settings, without broadly disabling security features.
5. Retest carefully and report the issue
Record each change and check whether it alters the result. Reload the project page once after your checks. If the issue remains, give support the time, visible symptom, device, browser, affected project and source test results. Use the designated contact route; do not share passwords or access tokens. A short account of your checks is more useful than “it does not work”.