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When you review a candidate’s assessment, you expect to see their video recording, but sometimes the video doesn’t load or play as expected in the report view. This article helps you troubleshoot why a candidate’s video recording isn’t playing when you open their assessment report.

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🔎Troubleshooting Common Issues

What might be wrongHow to fix it
Slow internet connectionCheck your network connection and try loading the video again.
If you’re on a weak connection, wait for the video to buffer completely before attempting to play it.
Consider switching to a stronger network or using a wired connection.
Video file is still processingWait a few minutes and refresh the report. Video processing can take time depending on the recording length and system load.
If the recording was submitted recently, give it 5-10 minutes before checking again.
Browser compatibility issueSwitch to a supported browser (Chrome, Firefox, or Edge).
Browser extension blocking mediaDisable ad blockers, privacy extensions, or script blockers temporarily.
These extensions can interfere with video playback.
Refresh the page after disabling them to see if the video loads.
Video player component not loadingRefresh the entire page using Ctrl+F5 (Windows) or Cmd+Shift+R (Mac) to force reload all page elements.
This clears any cached issues with the video player.
Session timeout or authentication issueLog out of Talview completely and log back in. Your session may have expired, preventing secure video content from loading.

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Additional Tips:

  • Try playing other candidate videos in different reports to determine if this is an isolated issue or affects multiple recordings.
  • Check if audio plays even when video doesn’t display, this can indicate a rendering issue rather than a loading problem.
  • Verify that your system’s date and time settings are correct, as certificate validation errors can prevent secure video streaming.
  • Check with other team members to see if they can access the same video. If they can, the issue is likely on your end.