Video upload fails / video won't play

[VIDEO COMING SOON]

📹 Direct Upload Failing

When a direct video upload fails to process, work through these quick file and connection checks:

• Verify the format: systemHUB supports MP4, MOV, WMV, M4A, SWF, and AVI files. For the most reliable performance across all devices, ensure your video uses the H.264 video codec.
• Check the file size: Ensure your video file is under your account's maximum direct upload size limit.
• Network stability: Large file uploads can time out on unstable connections. If your upload stalls, switch from Wi-Fi to a wired internet connection and try again.

💡 Pro Tip: If your video file exceeds the direct upload size limit, the recommended fix is to upload the video to Wistia, Vimeo, Loom, or YouTube and use the embed feature instead. systemHUB does not impose size limits on embedded videos.

🔗 Embed Not Playing

When adding videos from external hosting platforms, ensuring the correct URL structure is vital for proper playback:

1. Open your system document in edit mode.
2. Paste the correct link format based on your video provider:
   • Wistia, Loom, or Vimeo: Paste the official Share URL, do not paste the iframe code.
   • YouTube: Paste the standard youtube.com/watch URL.
   • Custom Iframes: If you are using a custom video player, paste the full iframe HTML block, including the opening <iframe ...> and closing </iframe> tags.

Common Embed Errors to Avoid:

• Using edit links: Pasting a Wistia or Loom editor backend URL instead of the public share link. Always use the Share button on the host platform to grab the correct URL.
• Strict privacy settings: Embedding a video that is set to private or password-protected on the host platform. Change the video privacy setting to Public or Unlisted.
• Embedding disabled: The host platform has restriction rules preventing external playback. Ensure "Allow embedding" is enabled in your video manager settings.

👥 Video Plays for Me but Not the Team

If a video loads perfectly on your device but your team members see an error screen, the issue is almost always caused by permission settings on the host platform:

• Domain restrictions: If a Wistia video is configured to "Only visible on specific domains," ensure you have added systemhub.com to your approved domain list inside Wistia.
• Private YouTube videos: If a YouTube video is set to Private, team members will be blocked from viewing it. Ensure the video privacy is updated to Unlisted so anyone with the systemHUB link can watch it.

🌐 Browser-Specific Issues

If a video plays seamlessly in Google Chrome but fails to load in Apple Safari, the issue is down to browser codec compatibility. While standard H.264 MP4 files play perfectly on all modern browsers, older formats may struggle.

For Best Compatibility:

1. Re-encode your raw video file as an MP4 with H.264 video compression and AAC audio formatting.
2. Alternatively, upload your content to a dedicated host like Wistia or YouTube and embed the link, as these platforms automatically handle browser compatibility optimizations for you.

ℹ️ Note: For specific assistance with YouTube video streaming playback hurdles, please review the troubleshooting guide on Fixing YouTube Video Playback Issues.

❓ When None of This Works

If you have worked through these formatting and embed checks and your video still fails to play, reach out to systemHUB support with the following data points:

1. The exact file name and its approximate size.
2. The format and codec type (found by right-clicking the file and selecting Properties).
3. The exact systemHUB document URL where you are trying to display the video.
4. Your current web browser name and its version number.
5. A clear screenshot of any error messages displayed on the screen.

🎉 You're All Set!

You now know how to diagnose and fix video playback issues within your documentation. Keeping your video formats optimized and your embed links clean ensures your team always has instant access to visual training guides.