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Troubleshooting playback

Most playback problems come down to a stale embed, a domain that isn't authorized, or a setting that's timed later than you expected. Work through the checks below before assuming something's broken.

Video not displaying​

If the player shows a blank frame or an error instead of your video:

  • Confirm the configuration is published. In Customize, select Save and then Publish to this video. Normal changes do not require a fresh snippet because the stable player ID resolves the published configuration.
  • Confirm the domain is allowed. If Only allow approved domains is on, add the host under Settings → Domain access. You can also edit the same list under Customize → Anti-piracy and publish the draft.
  • Rule out autoplay policy. Browsers block audio autoplay until the viewer interacts, and mobile Safari is stricter than desktop Chrome. If the video seems stuck, check whether it's actually playing muted. See Smart Autoplay for how muted autoplay behaves.
  • Test on a staging page. Load the embed on a clean page and use Preview to isolate whether the issue is the player or the host page.

Action button or CTA not showing​

If a button, CTA, or overlay never appears:

  • Check it's enabled. Each programmable CTA has its own toggle. A disabled CTA is dimmed in the editor and never renders.
  • Check the appear time. A CTA fires at its At timestamp—if that's later in the video, it won't show until then. The same applies to lead capture (its When to show timing) and Pitch Reveal (the player stays hidden until the reveal second).
  • Use the Live preview. The Customize tab's live preview shows each element appear as you scrub, so you can confirm timing without publishing.

Slow page load​

If the page hosting your video feels heavy:

  • Reduce embeds per page. Several players on one page multiply the load. Embed only what the page needs.
  • Account for protection overhead. DRM adds a small amount to first-frame time. If load time matters more than encryption for that content, signed URLs are lighter.
  • Check the host page. Large images, third-party scripts, and pixels on the page slow everything, not just the player. Compare against a bare staging page to see if the embed is really the cause.

Frequently asked questions​

My video worked, then stopped after I changed a setting.

Open Customize, select Save, then Publish to this video. The stable embed normally does not need replacement.

The player is blank on my staging site.

If domain restriction is on, add your staging host under Settings → Domain access.

Why doesn't my CTA appear?

Confirm the CTA is enabled and that its At timestamp has been reached. Use the Live preview to watch it fire at the right second.