Troubleshooting Video Playback Issues

If an inspection video will not play in PIONEER, check its status first. Processing problems and browser playback problems need different troubleshooting steps.

Check the Inspection Status

Ingesting

PIONEER has received the video and is processing it for playback. If the inspection stays in this stage for an unusually long time or stops progressing, contact Support with the inspection details.

For a 360 upload, see Troubleshooting a 360 Upload Stuck in Ingesting.

Video Unplayable

Contact Support with the inspection link and any visible error message. The team can investigate processing and determine whether the video needs to be processed again.

Tell Support if the original file plays in another application. That information can help with troubleshooting, but does not explain why the video is unplayable in PIONEER.

The Video Loads Slowly or Will Not Open

1. Use the current version of Google Chrome.

2. Check that your internet connection is working.

3. Refresh the page and open the inspection again.

4. If the problem continues, note whether it affects one inspection or several, then contact Support.

The Video Has No Picture or Sound

Check the connection and reopen the inspection in Chrome. Tell Support whether the picture, sound, or both are missing, and whether the same issue occurs in the original recording.

Check That It Worked

Open the inspection and confirm that the video plays. If you reported missing sound, check that as well.

What to Include When Contacting Support

• The inspection link, project name, and file name.

• The inspection status and exact error message, if one appears.

• The point in the video where playback fails, if applicable.

• Whether the issue affects one inspection or multiple inspections, and which checks you have tried.

Support may ask you to join a remote support session for further troubleshooting.