[Yandex Cloud documentation](../../index.md) > [Yandex Cloud Video](../index.md) > Troubleshooting

# Troubleshooting in Cloud Video

## Video player {#player}

See below for a list of possible issues with the Cloud Video [player](../concepts/player.md) and their fixes:

### Video content is not loading {#loading-issues}

#### I see a black screen {#black-screen}

Try doing the following in a sequence:

1. Check your internet speed with the [Internetometer](https://yandex.com/internet/).
1. Close all browser tabs except the video player. Refresh the page.
1. [Clear your browser cache](https://yandex.com/support/common/browsers-settings/browsers-cache.html) and [delete cookie files](https://yandex.com/support/common/browsers-settings/browsers-cookies.html).
1. Disable the installed browser extensions.

   If using an ad blocker (e.g., Adblock Plus, Adguard, or uBlock Origin), disable it in your browser settings and check if that helped the problem.

1. Disable hardware acceleration in your browser:

   {% list tabs group=web_browsers %}

   - Yandex Browser {#yandex}

      1. Click ![image](../../_assets/console-icons/bars.svg) → **Settings**.
      1. Open **System**.
      1. Under **Performance**, disable **Use hardware acceleration when available**.
      1. Restart your browser for the changes to take effect.

   - Google Chrome {#chrome}

      1. Click ![image](../../_assets/console-icons/ellipsis-vertical.svg) → **Settings**.
      1. At the bottom of the page, click **Additional**.
      1. Under **System**, disable **Use hardware acceleration (when available)**.
      1. Restart your browser for the changes to take effect.

   - Mozilla Firefox {#firefox}

      1. Click ![image](../../_assets/console-icons/bars.svg) → **Settings** and go to the **General** tab.
      1. Disable the **Use recommended performance parameters** option.
      1. Disable **Use hardware acceleration when available** option.
      1. Restart your browser for the changes to take effect.

   - Opera {#opera}

      1. Type `opera://flags` in the address bar and press **Enter**.
      1. Find **Hardware-accelerated video decode**.
      1. In the right-hand menu, select **Disabled**.
      1. Restart your browser for the changes to take effect.

   {% endlist %}

#### I see a green screen {#green-screen}

Restart your browser and device.

If the problem persists, update your video card drivers:

{% list tabs %}

- Windows {#windows-green-screen}

  1. Click **Start** → **Control panel** → **Device manager**.
  1. Open the **Video adapters** section. A list of video adapters will appear.
  1. Right-click the name of your video adapter.
  1. In the context menu, select **Update drivers**.

{% endlist %}

#### Viewing is not available in my browser {#wrong-browser}

An outdated browser may not support the technologies used to load videos quickly and easily. Install the [latest version of your browser](https://yandex.com/soft/browsers/).

#### Access denied {#access-denied}

The video has been removed from publication or deleted.

#### The page is not loading {#page-doesnt-load}

Try following these steps:

1. Check if you have entered the page address correctly.
1. Check your internet speed with [Internetometer](https://yandex.com/internet/).
1. [Clear your browser cache](https://yandex.com/support/common/browsers-settings/browsers-cache.html).
1. Disable installed extensions in your browser.

    If using an ad blocker (e.g., Adblock Plus, Adguard, or uBlock Origin), disable it in your browser settings and check if that helped the problem.

### The video player does not work {#player-issues}

#### The player froze {#video-doesnt-load}

Try doing the following in a sequence:

1. Check your internet speed with the [Internetometer](https://yandex.com/internet/).
1. Close all browser tabs except the video player. Refresh the page.
1. [Clear your browser cache](https://yandex.com/support/common/browsers-settings/browsers-cache.html) and [delete cookie files](https://yandex.com/support/common/browsers-settings/browsers-cookies.html).
1. Disable the installed browser extensions.

   If using an ad blocker (e.g., Adblock Plus, Adguard, or uBlock Origin), disable it in your browser settings and check if that helped the problem.

1. Disable hardware acceleration in your browser:

   {% list tabs group=web_browsers %}

   - Yandex Browser {#yandex}

      1. Click ![image](../../_assets/console-icons/bars.svg) → **Settings**.
      1. Open **System**.
      1. Under **Performance**, disable **Use hardware acceleration when available**.
      1. Restart your browser for the changes to take effect.

   - Google Chrome {#chrome}

      1. Click ![image](../../_assets/console-icons/ellipsis-vertical.svg) → **Settings**.
      1. At the bottom of the page, click **Additional**.
      1. Under **System**, disable **Use hardware acceleration (when available)**.
      1. Restart your browser for the changes to take effect.

   - Mozilla Firefox {#firefox}

      1. Click ![image](../../_assets/console-icons/bars.svg) → **Settings** and go to the **General** tab.
      1. Disable the **Use recommended performance parameters** option.
      1. Disable **Use hardware acceleration when available** option.
      1. Restart your browser for the changes to take effect.

   - Opera {#opera}

      1. Type `opera://flags` in the address bar and press **Enter**.
      1. Find **Hardware-accelerated video decode**.
      1. In the right-hand menu, select **Disabled**.
      1. Restart your browser for the changes to take effect.

   {% endlist %}

#### There is no sound {#no-sound}

By default, the video loads without sound. If unable to increase volume in your video player:

* Make sure sound is on in your browser and on your device.
* Restart your browser or device.

#### There are no control buttons for the video player {#buttons-dont-work}

{% cut "Disable extensions" %}

If using an ad blocker (e.g., Adblock Plus, Adguard, or uBlock Origin), disable it in your browser settings and check if that helped the problem.

{% endcut %}

{% cut "Update your video card drivers" %}

{% list tabs %}

- Windows {#windows-player-buttons}

  1. Click **Start** → **Control panel** → **Device manager**.
  1. Open the **Video adapters** section. A list of video adapters will appear.
  1. Right-click the name of your video adapter.
  1. In the context menu, select **Update drivers**.

{% endlist %}

{% endcut %}

#### The required video codecs are missing {#no-codecs}

{% list tabs %}

- Windows {#windows}

  Windows versions 7, 8, and 10 indexed N and KN feature no codecs required for the video player to work.

  You can download and install them yourself:

  * [Windows 7](https://support.microsoft.com/en-us/help/968212/description-of-the-windows-media-format-feature-pack-for-windows-7-n-a)
  * [Windows 8 or higher](https://support.microsoft.com/en-us/help/3145500/media-feature-pack-list-for-windows-n-editions)

- Ubuntu {#ubuntu}

  By default, Ubuntu does not feature codecs for video playback. To install the codecs:

  1. Run this command:

      ```bash
      sudo apt-get update && sudo apt-get install ubuntu-restricted-extras
      ```

  1. Enter the root password and click **Y**.

      Wait for the installation to complete and restart your computer.

  1. (Optional) You can install an additional codec pack. Run this command:

      ```bash
      sudo apt-get install libavcodec-extra && sudo apt-get install chromium-codecs-ffmpeg-extra
      ```

      Then restart your computer.

{% endlist %}

### Poor video quality {#quality-issues}

By default, video quality depends on your internet speed:

#|
|| **Minimum internet speed** | **Video quality** ||
|| 7.5 Mbps | 1080p, FullHD ||
|| 5 Mbps | 720p, HD ||
|| 3.5 Mbps | 576p ||
|| 2.5 Mbps | 480p ||
|| 0.9 Mbps | 360p ||
|| 0.37 Mbps | 144p ||
|#

If you cannot change video quality in the player settings, check your internet speed using [Internetometer](https://yandex.ru/internet/).

## Uploading and processing a video {#video-processing}

This section describes possible issues with uploading and processing video files in Cloud Video and how to solve them.

### Video file processing error {#processing-error}

Cloud Video cannot properly process a file due to corrupted data in the container, video stream, or audio stream. This may be due to recording failures caused by camera or memory card issues, corruption during copying or transcoding, etc.

Note that the file might still open and play on your PC, as media players can often mask errors, skip corrupted packets, or reconstruct frames using keyframes.

If the file is corrupted, try enabling **Automatically process video file errors** when [uploading](../operations/video/upload.md) the video. The service will attempt to process the file while ignoring corrupted sections. If this does not help, follow the steps below.

#### How to check the file {#check-file}

Re-upload the file. If the error persists, the file is likely corrupted.

You can check this by opening the file in a third-party media player (e.g., Windows Media Player, QuickTime, VLC, etc.). A corrupted file may exhibit freezing, artifacts, black screens, and other video or audio issues.

Keep in mind that issues can occur anywhere in the file: even a few corrupted frames can render your entire file invalid for processing.

#### How to fix the file {#fix-file}

1. Re-export the file if created in a video editor.
1. If the original file cannot be restored, re-encode it into a recommended format using [FFmpeg](https://www.ffmpeg.org), instructing it to skip corrupted segments:

   ```bash
   ffmpeg -err_detect ignore_err \
          -i <input_file> \
          -c:v libx264 \
          -crf 21 \
          -c:a aac \
          -b:a 192k \
          -map 0 \
          <output_file>
   ```

1. Optionally, trim the corrupted segment if needed and save a new version.
1. Re-upload the repaired file to Cloud Video.

#### When to contact support {#contact-support}

If the file plays without errors after re-encoding but processing in Cloud Video still fails, contact [support](https://center.yandex.cloud/support) and provide the video's ID.