Playback Troubleshooting

Contents of this article:

• Video is Loading/Spinning
• Error Code on Video Player
• Don't have Permission to View Reflection
• Video is shorter than recording
• Only 1 part of dual recording is visible
• Video status is 'Waiting for Video'
• Video status is 'Error'
• Video status is 'Preparing'
• No sound when viewing via the mobile app

Video is Loading/Spinning

If you see something like the image below this can be caused by:

• Poor internet strength/speed/integrity 
• Audiotrack issue
• Broken video
• Browser/filtering issue

Suggested steps:

1. Check your internet speed is 5mbps or above
2. Click the audio track button and see if you have alternative audio tracks recorded that you can select
3. Try using a different internet browser, computer, or internet connection

Error Code on Video Player

Suggested steps:

1. Check your internet speed is 5mbps or above
2. Click the audio track button and see if you have alternative audio tracks recorded that you can select
3. Try using a different internet browser, computer, or internet connection

If you are unable to resolve the issue contact support with a screenshot, the error code and the Reflection ID.

Don't have Permission to View Reflection

If you see the below error message when trying to access a reflection this is due to either:

• Someone has accidentally shared a reflection with you and then removed the share
• Someone removing a share for whatever reason
• A sharing permissions issue

Video is shorter than recording

This can be caused by:

• The recording stopped early due to:
  • Low battery
  • Low storage
  • Being interrupted by a phone call/alarm, etc. that stops the recording
  • The app crashing/device having a software issue
• Audio recording issue
• Recording issue

Only 1 part of dual recording is visible

If you have done a pair/dual recording using 2 devices to record to camera views, when reviewing your reflection it's possible only 1 part is visible.

This can be caused by:

• The other part of the video is still preparing (see Preparing)
• The other part of the video hasn't uploaded yet (see Waiting for Video)
• There is a transcoding issue that needs investigating - contact Support

Video status is 'Waiting for Video'

This status shows when no file has been received on the server.

• Check the recording device to ensure it has been uploaded
• If you have uploading issues please see our uploading troubleshooting guide
• If a member of the Support team has told you it is safe to do so, click on the "Waiting for upload" area in the dual video window to delete the missing part

Video status is 'Error'

Please contact support in this instance who will investigate if the file is recoverable and why the issue occurred. 

There are a few tools the Support team can use to try and fix broken files.

Video status is 'Preparing'

In most instances, if it has been a short time since uploading you will need to wait for the file to process.

Typically the processing time will take roughly the length of the recording but is influenced by the number and size of files on the server also processing at this time.

If the file has been on Preparing for a few hours then contact Support who may need to manually retranscode the file which often resolves the issue. In some rare cases, this status shows when there is a problem with the file which has caused it to fail the transcode process. See Error.

No sound when viewing via the mobile app

If you are viewing your reflection via a web platform or mobile app on the mobile device that is paired to the Smart BT microphone, make sure that you have the mic switched OFF during the playback.

If the Smart BT mic is switched ON, the device will automatically use it as a Bluetooth speaker and will try to play the sound through it, but unless you have external headphones plugged into the mic, no sounds will be played out loud.