Troubleshooting Video Playback Issues

If you're experiencing issues with video playback in PIONEER, use the troubleshooting steps below to quickly identify and resolve common problems.

Common Issues & Solutions

🎥 Video Shows as Unplayable

If your video is marked as unplayable but works in other applications:

• Wait for video preprocessing and 3D model rendering to fully complete

• Refresh the page after a few minutes

• If the issue persists, contact support to rerun preprocessing

🔇 No Video or Audio

If your video loads but you’re missing video or sound:

• Check your internet connection

• Refresh the browser page

• Ensure your browser is supported (Google Chrome or Microsoft Edge recommended)

• If the issue continues, contact support for assistance

⏳ Video Not Loading

If your video is stuck loading or won’t open:

• Refresh the page and try again

• Confirm your internet connection is stable

• Reach out to support for a quicksupport session if needed

• Join the provided session link for real-time troubleshooting

Getting Help

If you're still experiencing issues:

• Document the specific problem (e.g., error messages, timestamps, or affected files)

• Contact support via your preferred channel

• Be prepared to join a remote support session if needed

💡 Pro Tip

Many playback issues are tied to processing delays or browser compatibility and can be resolved quickly. If something doesn’t look right, don’t hesitate to reach out—our team is here to help.