In some cases you might get a license error message on your video. This can happen for different reasons.
This article addresses not only license errors but also general playback issues, helping you identify and fix potential problems affecting your videos.
1. Whitelisting domains: If you've added certain domains to your whitelist, any other domains you did not add will not be able to show your video. So make sure that all domains you need are added accordingly.
2. Unpaid invoice: Was your bill paid on time? If you just paid a bill that's been overdue for more than 5 days, it may take several minutes for your videos to go back up. Reach out to us to learn more about its status.
To verify your account status, log in to your Vidalytics account and check your subscription details. If your account is past-due, update your payment details promptly by following the guide here: How Do I Change My Personal Details.
3. Customizing your embed code: Did you customize our embed code? It might be causing the error. Let us know and we'll take a look at your page.
Note: For any changes made on your videos, paying your bill or updating your custom code, please make sure to wait at least 5 minutes for the account to update.
Also, always test your video using an incognito window in chrome browser or a private window in safari or firefox. This to avoid any cache issues on the browser and for you to make sure you are seeing the latest version of your site.
Additionally, if playback issues persist, attempt playing the video in Chrome's incognito mode to rule out interference from browser extensions or cached data. If videos work in incognito mode, consider clearing your browser cache or disabling problematic extensions.
If none of the above apply and you are still getting the error message, or if you have additional questions please reach out to support at [email protected] 😊
Here is a step-by-step approach to troubleshooting playback issues:
Verify Account Status: Ensure your Vidalytics subscription is active and update payment details if necessary.
Incognito Mode Testing: Use a private browsing session to check for browser-related problems.
Clear Browser Cache: If videos work in private mode, clear your cache or disable conflicting extensions.
By following these steps, most playback issues can be resolved before reaching out to support.