Investigating video issues

If you're experiencing problems with videos in the Editor, such as videos not loading, loading slowly, or appearing blank, we may ask you to collect some diagnostic information for us.

This page walks you through the process step by step. It takes around 5 minutes and doesn't require any technical knowledge.

You'll be sending us two things at the end:

• A HAR file (a recording of what your browser loaded in the background)

• A screenshot of the results

Before you start: Clear your browser cache

You only need to clear cached images and files — you don't need to clear your cookies or browsing history.

We need to see your browser load the videos fresh, without using any stored copies. To do this:

1. Open Google Chrome

2. Click the three dots (⋮) in the top-right corner of the browser

3. Go to Delete browsing data

4. Make sure the time range is set to Last 24 hours

5. Check Cached images and files — and only this option (uncheck Browsing history and Cookies if they are ticked)

6. Click Delete data

1

Open the Developer Console

The developer console is a built-in browser tool that records what's happening behind the scenes. Don't worry, you won't need to understand what it shows, just capture it for us.

1. In Chrome, press F12 on your keyboard (or Fn + F12 on some laptops)

• Alternatively, right-click anywhere on the page and select Inspect

1. A panel will open, usually on the right side or bottom of your screen

2. Click the Network tab along the top of that panel

If you can't see a "Network" tab, look for a » arrow at the end of the tab row — it may be hidden. Click it to find Network in the dropdown.

2

Make sure the filter is set to "All"

At the top of the Network panel, you'll see a row of filter buttons: All, Fetch/XHR, Doc, CSS, JS, and others.

Make sure All is selected (it should appear highlighted). If another filter is active, click All to reset it.

3

Navigate to a different section of the platform

We want to capture the browser loading the video library fresh so we need to start from a area.

1. In the Editor, go to the Media library and click on Images

2. You should now be on a page that is one click away from the video library

3. Do not click Videos yet

4

Clear the Network log

We need to make sure the log is empty so we only capture what we need.

Look for a circle with a line through it (🚫) icon near the top-left of the Network panel - this is the Clear button. Click it.

The list of network requests should now be empty.

If you see a red record button (⏺) next to the clear button, make sure it is active (red). This means Chrome is recording network activity. If it's grey, click it to start recording.

5

Click "Videos" and wait

Now we're ready to capture the data.

1. Click Videos in the media library

2. Watch the Network panel. You'll see a long list of items appearing as the videos load

3. Wait until the activity settles - the list will stop growing and the loading spinner in your browser tab will disappear

4. Don't click anything else during this time

This usually takes 15–30 seconds depending on your connection and number of videos.

6

Take a screenshot

Once the activity has settled, take a screenshot so we can see what the Network panel looked like.

• Windows: Press Windows key + Shift + S to open the snipping tool, then drag to select the area showing both the platform and the Network panel

• Mac: Press Cmd + Shift + 4, then drag to select the area

Save the screenshot somewhere you can find it as you'll be attaching it to your support ticket.

7

Download the HAR file

A HAR file is a complete export of everything the Network panel recorded. Here's how to save it:

1. Right-click anywhere in the list of network requests in the Network panel

2. Select Save all as HAR with content

3. Save the file somewhere easy to find, such as your Desktop

The HAR file will have a .har extension. It's just a data file — you don't need to open it.

8

Send us the files

Reply to your support ticket (or raise a new one) and attach:

• ✅ The HAR file (.har)

• ✅ The screenshot of the Network panel

Please also include:

• The date and time you performed these steps

• A brief description of the video issue you're experiencing

• Whether the problem affects all videos or specific ones

That's it! These two files give our team everything we need to investigate what your browser was doing when it tried to load the videos, and will significantly speed up our diagnosis.