Source: https://mindstamp.com/help/im-getting-a-playback-error-why
Generated from the Help Center records: 2026-10-05

# Why am I getting a video playback error?

Topic: [Videos and playback](https://mindstamp.com/help/videos) · Updated: 2026-09-25

## Short answer

The message **This video could not play** means the player could not load the video source. Reload the page first. If it still fails, check that the source is still available, test in a private window and on another network, and send support the reference code shown under the message.

## Steps

1. Select **Reload** on the error screen.
2. Open the video’s share link in a private browser window, where you are not signed in.
3. Try another browser and another network. Turn off ad blockers and other content-blocking extensions.
4. Open the video in the editor. If you see **Video link unreachable**, fix the file and select **Re-check link**, or select **Replace video**.
5. If the video fails only when embedded, compare it with the share link (see below).
6. If it still fails, contact support with the reference code and the details listed below.

## Read the error screen

Viewers see **This video could not play** and a line that starts with **Reference:**. The reference identifies the video. Include it when you or your viewer contacts support.

## Source problems

- A self-hosted link expired, moved, or now needs a login.
- The video was deleted from Vimeo, Wistia or another host, or its privacy settings changed.
- The video uses a YouTube source, which is for [testing only](https://mindstamp.com/help/can-i-use-youtube-videos).
- An upload is still processing. The editor shows **Video is processing** until the encoded version is ready.

## Embed problems

If the share link plays but the embed does not, the problem is on the page. Check that the page’s domain is in your allowed embed domains (see [restrict embed domains](https://mindstamp.com/help/restrict-embed-domains)), that the page does not block iframes from Mindstamp, and that you pasted the full code from the **Share** page.

If the frame shows "This Mindstamp page cannot open inside another website", the iframe points to an editor page. Copy the embed code again from **Share**.

## Viewer-specific problems

If the video plays for you but not for one viewer, the cause is usually their network or device: a company firewall, an old browser, or a strict extension. Ask them to try another network or device.

## Detect errors on your own page

An embedded player sends a message named playback_error to the page when a video cannot play. You can log it or show your own help text. See the [embed events guide](https://mindstamp.com/help/mindstamp-embed-iframe-events-guide).

```
const player = document.querySelector('iframe[src*="/e/"]')
const playerOrigin = new URL(player.src).origin

window.addEventListener('message', (event) => {
  if (event.origin !== playerOrigin) return
  const message = event.data
  if (message?.event === 'playback_error') {
    console.warn('Mindstamp video could not play', message.info.token, message.info.data.error)
  }
})
```

## What to send support

- The reference code, share link or embed page address.
- The source type: upload, link, Vimeo, Wistia or another host.
- Device, operating system, browser and browser version.
- The date and time of the failure, with your time zone.
- A screenshot, and whether it fails for everyone or for one viewer.

## Go further

- [Contact support](https://mindstamp.com/contact)
- [Sharing tutorial](https://mindstamp.com/tutorials/sharing)

## Related answers

- [What does it mean to self-host a video for Mindstamp?](https://mindstamp.com/help/self-hosting-101-what-does-it-mean-to-self-host-videos-on-mindstamp)
- [Why is my video blurry, and how does adaptive streaming work?](https://mindstamp.com/help/why-is-my-video-blurry-how-does-adaptive-streaming-work)
- [What do I do if my video will not upload or process?](https://mindstamp.com/help/upload-or-processing-problems)
- [Can I restrict the websites my video can be embedded on?](https://mindstamp.com/help/restrict-embed-domains)

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