Troubleshoot common playlist, package, and player issues you may run into.
In this article:
I Can Only See My Package as Playlist in the Player
If you received a Package that opens directly into the Asset Player, then that file was sent to you as an Autoplay package (commonly used to send playlists of Dailies or Screeners). This means you won’t be able to access the Package Viewer. You can, however, turn off the autoplay functionality to peruse the files at your own pace.
My Package Won’t Open in Package Viewer
If your package opens, but only in the Player, see above. If your package won’t open when you click on it from your Inbox, go to Troubleshooting in Package Inbox.
My File Won’t Play or Open
There are many reasons why a video or other files won’t play: slow internet, firewall issues, or the file hasn’t processed yet. Here are a few items you can test on your own before escalating your issues to Support:
My Thumbnail Shows Uploading or Processing & Video Won’t Play
If the thumbnail shows that it’s still processing and the video won’t play:
Check the size of your source file. File processing on 5th Kind CORE occurs at the rate of 6x-8x the length of a video file. Larger files could take 20 minutes or more to process.
If you didn’t upload the file, select the History Panel icon to see what time the file was uploaded. You don’t want to reprocess a recently uploaded file. It may need more time to complete.
If it’s been longer than what’s reasonable for the size of your file, then first try to reprocess your file.
Select the File
Go to the Asset Player
Select the More / Three Dot icon in right corner of the Top Bar
Select Reprocess
Once you reprocess the File, refresh the page. If the file is a long file, i.e. 2 hours, give it about 10 minutes to reprocess.
If Reprocess is not selectable, or the file doesn’t still doesn’t work after reprocessing, escalate the issue to your Tier 1 Support Team. Provide Support with the following information from File Info :
FileName
File ID
MD5 Checksum
NOTE: If there is no MD5 number, the file was interrupted in some way during the upload process, and did not complete uploading into the system. Re-upload your file, or contact the original uploader to alert them. If you continue to have this problem with the same file, alert your support team.
My Thumbnail Appears, but the File Won’t Play or Open
Try the same steps as above.
This time, first check if there’s an MD5 number.
If there is, follow the reprocessing instructions. If there is no MD5 number, re-upload the file or alert the original uploader. If the thumbnail appears, and file opens / plays, but then it stops, try reprocessing this File, per the instructions above. If that doesn’t resolve the issue, escalate this to your support team who can provide additional assistance or investigate further.
My File Says It “Failed to Load Watermark”
In the CORE Asset Player, the browser may ‘cache’ a video that you tried to watch earlier that may have had an issue streaming. In this case, if you’re in the player and you receive a black screen with red message saying, Failed to Load Watermark, do the following:
Logout
Clear your cache for the last day or hour
Reboot your browser window
Log back in
If the issue persists, gather the File Name, File ID, and MD5 number per the instructions above and pass it along to your support team. Let them know you have already followed steps 1-4 here, and they can escalate the issue for further investigation.
My Video is Buffering a Long Time
Slow video buffering can be worked around by switching between your File’s high and low resolution proxies. To buffer your video more quickly, select the low res proxy by going to the Asset Player’s controls.
Select the Gear icon
Select SD, the low res proxy.
If this solution doesn’t work, contact your internal CORE Support contact.