👀 Availability
Playback performance, processing speed, and browser behavior can depend on your device, network, and plan.
Playback and editing problems in the web app are usually caused by the browser, an extension, the network, or a source video that is no longer available. Work through the quick checks first, then the section that matches what you see.
Quick checks
What to check | Why it matters |
Refresh the page, or sign out and sign in again | Clears stale page data from a previous session |
Your browser is up to date | Older browsers may not support the video features the editor uses |
Your connection is stable | Playback and editing stream the source video from the server |
No VPN, proxy, or ad-blocker is active | These can block video loading or editor requests |
An Incognito or private window works | Rules out extensions and cached data |
Another browser works (Chrome, Edge, Safari) | Rules out a browser-specific issue |
If the same project works in another browser, the issue is specific to your current browser setup, not the project.
If a video won't play or shows a black screen
Copy the project link and open it in a new browser tab or window.
Confirm the source video is still available: if it came from a link, open that link in a signed-out window. Deleted, expired, or private sources can make playback fail. See Why did my upload or video link fail.
Check whether other videos in your Library play. If only one video fails, the issue is likely that video or its source.
Wait a moment and refresh — temporary connection timeouts usually clear on their own.
If editing is slow, frozen, or the app crashes
The editor works harder with very long or high-resolution videos. If editing becomes slow or unresponsive:
Close other browser tabs and applications to free up memory.
Disable browser extensions, or open the project in an Incognito window.
Try a different browser.
Make sure your browser and operating system are up to date.
Reopen the project from your Library instead of continuing a session that has been open for a long time.
If the editor keeps crashing on the same project, note which action triggers it (for example, opening a specific clip or applying an effect) and include that when you contact Support.
If the timeline does not match what plays
If what you hear or see does not line up with the timeline position:
Refresh the page and reopen the project.
Play the clip again from the beginning before editing.
If the mismatch continues, avoid making edits until the timeline syncs, so your changes land in the right place.
Contact support
If the steps above do not help, contact Support with:
Your WayinVideo account email
The project or clip URL
What you were doing when the problem happened
The exact error message, if one appeared
Your browser name and version
Your device and operating system
The approximate time it happened and your time zone
A screenshot or screen recording