A video won't play

Most playback failures are the network, not the file. Work through this page before you re-export anything.

First, check it is finished

If the player says Video still processing…, nothing is wrong — see Video processing is taking a long time.

The player already recovers on its own

If playback stumbles, the player recovers by itself and carries on from the same point. You may notice a brief pause. You should not have to do anything.

That is why a video that “won’t play at all” usually means something on the network is blocking it.

When the network is blocking it

You see: Could not load this video. Your network or a firewall may be blocking it…

Take that message literally. Try, in order:

1. Switch networks. Mobile data or home Wi-Fi instead of the office. If it plays, the office network is the problem.
2. Disable extensions, or open the video in a private window. Ad blockers, privacy extensions and corporate proxies routinely stop video from loading.
3. Ask your IT team to allow the RecReview and video-playback addresses: *.rec.review and *.b-cdn.net. On a managed network that is the permanent fix, and it is the line to forward to them.

Browser checks

• Use a current version of Chrome, Edge, Safari or Firefox.
• In Safari, turn content blockers off for the site.
• Hard-reload the page. An old player script behaves like a broken video.
• Try one other browser. If it plays there, the problem is the first browser’s stored data, extensions or settings — not the file.

Tip: If a client cannot play a shared link, ask which network and browser they are on before assuming the export is bad. Corporate networks are the single most common cause.

If it plays for you but not for them

Playback links are temporary. One that someone opened hours ago and left sitting can stop working. Reloading the page gets a fresh one.

If nothing works

Send us the review link and say what you tried, which browser and which network — see Contact support.

In the meantime, upload the file again as a new version if you can. A fresh copy rules the file itself out.