Troubleshooting video playback issues
If a video testimonial shows a black box instead of the video, or stops playing while the audio keeps going, this article walks you through the most common causes and fixes.
If the video plays but looks blurry or low quality, see Troubleshooting video quality issues. If you can't download a video, see Troubleshooting video download issues.
This is applicable to any Senja plans: Free, Starter, and Pro.
A black box shows instead of the video
You see a black box instead of the expected video preview. This can happen:
When uploading a new video
While trying to play a video in Senja
In the video preview thumbnail
Common causes
Temporary bugs in the system
Browser-related issues
Problems with the video file itself
Network connectivity problems
How to fix it
Refresh the page: A simple refresh can often resolve temporary glitches.
Clear your browser cache: Cached data can sometimes interfere with video playback. Clear your browser's cache and cookies, then restart the browser.
Try a different browser: To rule out browser-specific issues, try accessing Senja using a different web browser.
Check your video file: Ensure that your video file is not corrupted and is in a supported format. You can try re-uploading the video or using a different video file to see if the issue persists.
Check for software updates: Ensure that your browser and any relevant plugins are up to date.
Video stops on mobile while the audio continues
In your widget, you may notice that:
The video plays normally on desktop
On mobile devices, the video freezes or stops displaying
The audio keeps playing even though the video has stopped
We haven't been able to replicate this issue consistently, which suggests it's related to specific device configurations, browser versions, or network conditions.
What to do
Try the fixes in the black box section above (refresh, clear cache, different browser, update your browser)
Check whether it happens on another mobile device or browser
If it still happens, contact our support team so we can investigate
Contacting support
If you've tried the steps above and the issue persists, contact our support team with:
A screen recording showing the problem
Your device model, operating system, and browser version
A link to the widget, Wall of Love, or testimonial where it happens
Whether it happens every time or only sometimes