If you are having an issue with a video, please submit a problem report by right clicking the video and selecting "Submit Problem Report" from the menu. Then the Wistia tech team can view the specifics of your problem.


In the meantime, here's some other steps you can take to resolve this issue:


  • Refresh the page and clear your cache.

  • Try switching to a different web browser (Chrome, Firefox, Safari, Brave, etc.).

  • Check for updates on your browser or device.
    If you’re on an older version of a browser or operating system, there may be a bug that has been fixed with a more recent update. If a media is failing to play or consistently stuck buffering/loading, make sure you’re using the most up-to-date version of your browser or OS.

  • Disable Browser Extensions or Plugins
    Whether you’re using Extensions in Chrome or Safari, Firefox Addons, or any kind of browser plugin, these 3rd party programs can sometimes cause unexpected problems with media. Some example issues include preventing playback, subverting stats, or trying to download a media instead of playing it. The easiest way to test if a plugin is causing the problem: open an Incognito or Privacy browsing window. Every browser has some option for a “Private” mode which will disable any extensions/plugins automatically. If the problem goes away in that window, then it’s time to disable all your plugins and turn them back on one-by-one. As you re-enable each plugin, see if the problem returns. When it does, you know which plugin is causing the problem, and you will want to uninstall it, or set up an exception for pages with media.

  • Check Your Internet Speed
    Are you (or your customers) experiencing slow loading, or seeing a “Loading … ” message on your media? The most common cause of this problem is that the viewer’s Internet connection speed is not fast enough to support media playback reliably. While we take many steps to optimize the playback experience for each viewer, there are some minimum requirements for a smooth playback experience. Click here to check your internet speed. If you’re not up-to-par, contact your Internet provider.

  • You can also try adding ?whls=false to the end of the URL when the video doesn't play. Then refresh the page and trying to play the video again. This will disable HLS streaming playback, which can sometimes be the cause of playback problems.


  • If none of those steps fix the problem, the final step would be checking the browser console for errors. 
    You can open the console in most browsers by right clicking anywhere on the page and selecting Inspect then in the developer panel, select the Console tab. You should refresh the page with the console open and try playing the video, then screenshot any errors you see.