No sound, or a video will not play
What to check when a clip shows nothing, plays without sound, or the sound comes out of the wrong speakers.
Last checked 1 min read
Sound and video problems usually come down to one of four things: the wrong output device, the wrong screen, a missing file, or a muted control.
There is no sound
- Open Settings, then Audio & Media.
- Under Output Routing, check Main Video Audio. It must point at the device that goes to your sound desk or projector.
- Choose the refresh button if you just plugged a device in.
- Check that nothing is muted: the live controller, the music player, and the Lobby volume are separate controls.
Background music uses its own picker, Music Player Audio. See Choose your media folders and audio outputs.
A video does not appear
- Is it on air? A video shown in the Preview is private. Use Feed & Go Live. See Preview, Feed and Go Live.
- Is the screen switched on? Check the screen in All Screens. See Watch every screen at once with All Screens.
- Is the file still there? If you moved the folder or unplugged the drive, the file cannot play. Put it back, or choose the library folder again.
- Black is on. Check the Black button at the top right of the window. See Black out, clear the text, or stop the output.
Stuttering video
- Close other programs, especially browsers with many tabs.
- Use a lower-resolution file if the screen is 1080p.
- Compare your computer with the setup you run in System requirements.
Still stuck? Send us a report with diagnostic logs.
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