Troubleshooting

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Quick fixes

Try these first:

1. Refresh the page (Cmd/Ctrl + R)
2. Log out and sign back in
3. Clear browser cache
4. Try Chrome or Edge

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Video playback

Video won’t play

• Check your internet connection (5+ Mbps for HD)
• Disable ad blockers or privacy extensions
• Try a different browser

No audio

• Check device and player volume
• Try headphones to isolate the issue

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Uploads

Upload failed

• Supported formats: MP4, MOV, AVI, MKV
• Check file size against your plan limits
• Keep the browser tab open during upload

Import not working

• Reconnect the integration in Organization Settings → Integrations
• Verify you have access to the file in the source app

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Knowledge source sync

Source not syncing

• Check the connection status in Settings → Integrations
• Reconnect the integration if the OAuth token has expired
• Verify you have the required permissions in the source app (e.g., channel access in Slack, repo access in GitHub)

Missing content from a source

• Sync filters may be excluding the content — check channel and date filters in integration settings
• New content syncs incrementally; initial sync may take a few minutes for large workspaces
• GitHub private repos require explicit access during OAuth authorization

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AI processing

Transcript or summary missing

• Processing can take a few minutes for longer content
• Check the status indicator on the content page
• If stuck, contact support with the content URL

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Sharing

Share link not working

• Link may have expired — create a new one
• Password may be required — check with the sender
• View limit may be reached — generate a fresh link

Access denied

• Confirm you’re signed into the correct organization
• Ask the video owner to update sharing permissions

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System requirements

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Get help

Response times