While the Wistia player is designed for a great viewing experience across many devices and browsers, playback issues may arise in some cases. Many factors influence media playback, so we’ve compiled some tips to help you start troubleshooting immediately.

If you suspect a Wistia-specific problem, our status page is the first place to look. Here, our team reports any outages and posts updates until they are resolved. You can also subscribe to updates via email, SMS, Slack, and more to stay in the loop.

If all Wistia systems are operational, it’s time to start troubleshooting.

As a first step, it helps to narrow down exactly where the issue occurs. Try playing the media in a few different places:

If the media has trouble in both Wistia and on your webpage, the issue is likely with the file itself or its export settings. Head to the "Check your video's export settings" section below for more on this.

If it plays in Wistia but not on your webpage, it may point to how the video is being embedded. Make sure to copy and paste your embed code exactly as it comes in Wistia’s embed modal, and use our standard inline embed whenever possible.

If the issue only occurs for one viewer, the problem may be stemming from their viewing environment, like their device or network. If multiple viewers from the same location (like an office) are experiencing the same issue, it could indicate that something in their environment may be limiting playback. This often shows up when security limitations are placed on company networks or devices.

If you end up opening a support ticket, let us know exactly where the issue is happening. It's one of the most helpful things you can tell us, and it helps us find a fix as quickly as possible!
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If the problem occurs after you've uploaded the file to Wistia, make sure you’ve selected all recommended and required export settings for your file. The most critical step is to export videos as MP4 files (recommended) with the H.264 codec (required). An incompatible codec is a common cause of playback and processing problems.

This step may seem simple, but it’s often the quickest fix. We recommend clearing your browser’s cache as a first step when troubleshooting most playback issues. We’ve rounded up some documentation for how to clear your cache on some popular browsers:

You can also “hard refresh” a webpage to clear the cache for that tab only (e.g., “Command” + “Shift” + “R” in Chrome).

It’s important to keep your browser up to date, as some bugs might be fixed in newer versions. If the media fails to play or is consistently stuck buffering/loading, ensure you're using the most current version of your browser or OS. This is especially true on mobile devices, where autoplay and playback behavior can vary by browser and version. You can easily confirm whether your browser is up to date by visiting WhatIsMyBrowser.com.

Whether you’re using extensions in Chrome or Safari, Firefox Add-ons, or other browser plugins, these third-party programs can sometimes cause unexpected problems with media, such as preventing playback or subverting stats.

The easiest way to test if a plugin is causing the problem is to play the media in an incognito or private browsing window, which usually disables most extensions by default.

If a playback issue is resolved in a private window, disable all your plugins and turn them back on individually. As you re-enable each plugin, see if the problem returns. If it does, try uninstalling it or setting up an exception for pages with media.

Here are some guides on managing plugins and addons for common browsers:

While we support all major browsers, certain playback issues might be specific to a particular browser. Switching browsers may resolve an issue or give you a sense of whether the problem is more widespread. For example, if your media doesn't play in Firefox but does in Chrome, let us know! We’ll be happy to help narrow down the issue.

Are you or your customers experiencing slow loading or continuous buffering? The most common cause of this problem is that the viewer’s Internet connection speed is not fast enough to reliably support media playback. While we take many steps to optimize the playback experience for each viewer, there are some minimum requirements for a smooth playback experience. Check your internet speed using an online speed test and contact your provider if it’s not up to par.

Just like uploading, your internet connection can affect playback. Try resetting your router and make sure you have a secure connection.

Alternatively, try using a mobile hotspot or a different network to see if the issue persists. If you’re viewing on a school or business network, confirm that all necessary Wistia domains have been allowlisted.

If none of the above steps clear the issue, it’s time to call for backup — our Customer Champs are here to help. To get the fastest possible assistance, provide us with as many details as possible:

Email us at [email protected] or submit a ticket from the messenger in your Wistia account. The more information you give us, the faster we can work to solve your problem. 🚀