Troubleshoot Player Error Messages

You are here:
< All Topics

There are many factors that can cause an error to appear in the Motvio player. The following is a list of common player error messages that can appear in desktop and mobile browsers.

“Sorry, Because of its privacy settings, this video cannot be played here”

If you’re seeing this error in the player, the video you are watching has domain-level privacy enabled. The video’s owner can adjust the domains where a video can appear within the “Where can this video be embedded?” section of the embed settings page.

If the domain is listed in your video settings page, but the error is still appearing, the domain specified in your address bar may be different from the domain sent to the Motvio player. In these cases, privacy error may appear. Contact a web developer to confirm if there is anything in your site’s HTML code that could be blocking the referrer from reaching our player iframe.

“Unsupported viewing environment: Your system is having trouble playing this video”

If you’re seeing this error for all videos, your system or browser may not support playback in the Motvio player. To start, double-check the following:

  • The latest version of your browser is installed
  • Your system can decode H.264 video

Windows 10 users: There are versions of Windows 10 that do not come with codecs pre-installed. Try downloading the media packages found here:

Linux users: If you are seeing an unsupported error in the player on Ubuntu (and some other Linux operating systems), try installing these packages: Chromium-codecs-FFmpeg-extra (for Chromium), or streamer0.10-plugins-good and Streamer0.10-FFmpeg (for Firefox)

If you continue to see the unsupported error in the player on Linux (for every video), please contact your OS community for assistance with installing the necessary packages for h.264/ HTML5 playback.

“Stream limit: Too many streams are open at once. ”

Some Motvio On Demand titles can only be viewed on one device at a time. There are also limits on how many different titles can be streamed concurrently on different devices.

To fix this error, reduce the number of simultaneous streams occurring on your account. For example, try closing additional browser tabs or active devices where your video is streaming.

“Network error: A network hiccup interrupted playback. Please reload the player and try again.”

If you are seeing this error, your browser or computer has lost connection to our player. If reloading the player doesn’t immediately resolve the issue, check your network connection to make sure it’s up and running. If the error persists, try temporarily disabling any active browser extensions, firewalls, or proxies that may be preventing a successful connection to Motvio.

“Browser error: Your browser is having trouble with this video file.”

This error can appear when your browser fails to fetch media for reasons that are usually unknown. Not to worry– a quick refresh of the player (or web page containing the player) should immediately fix the problem.

“Playback error: We’re having trouble playing this video.”

If you are seeing this error, it’s likely that you are viewing your video in a browser tab or window that’s been left idle for an extended period of time. A quick refresh of the player or your browser should clear the error.

“Player error: The player is having trouble”

If this error appears, we are currently investigating a problem on our side. Please contact us ASAP if you continue to see this error.

“Oops! The embed code for this video is not valid!”

This error can appear in the following scenarios:

1. The embed code you’ve entered into your webpage could be malformed. Make sure you are copying and pasting the exact code that appears in your embed settings page or share window.

2. If the error is only occurring in Internet Explorer, the issue may be related to your web page’s document mode or browser version. We recently removed our legacy Flash player, which can cause this error to appear in older webpages and systems that previously relied on Flash. This often occurs most often in webpages that default to an older document mode of Internet Explorer (such as Sharepoint sites or older LMS systems)

“This video will be available for viewing shortly.”

The video you are attempting to view is currently undergoing conversion and should be able soon. The account owner can monitor the conversion process from the video page.

“Your video has been archived. To regain access to it, and to other videos, you may have lost, renew your membership.”

When your paid membership expires, your account will downgrade to Basic upon expiration. You may lose some of the videos uploaded during your subscription, but we will automatically keep up to 10GB of content— anything above 10GB will be moved to our archive for storage up to one year. To remove this error, you’ll need to renew your subscription.

“This video is currently only available on”

If you see this error, the privacy settings for your video prevent it from being viewed outside of Video owners- check your privacy settings to ensure your video permits embedding under “Where can this video be embedded?”

“Sorry, this video does not exist.”

The video you are viewing has been deleted by the account owner. If this error appears while you are viewing someone else’s videos, you’ll need to contact the Motvio account owner or administrator of your webpage/service for more information. If you see this error for a video that hasn’t been deleted, please reach out to us so we can investigate.

Previous Troubleshoot color variation
Next Troubleshoot video playback issues
Table of Contents