Troubleshooting video quality issues

You want to understand why your exported video testimonials appear choppy, cut off, or lower quality than expected, and learn how to fix these issues.

Why video quality issues happen

Video quality problems usually stem from the original recording conditions or upload process, not the export itself.

Senja exports videos at the highest available quality without compression for paid plans.

Recording device limitations

The quality of your exported video depends entirely on the original recording device your customer used:

• Camera quality - Older smartphones, laptops with basic webcams, or low-resolution cameras produce lower quality recordings

• Recording settings - If the customer's device was set to record at lower resolution, the final video will reflect this

• Device performance - Older devices may struggle to maintain consistent frame rates during recording

Check the source quality:

• Log into your Senja dashboard

• Play the video directly in your browser before downloading

• If the video appears choppy or low-quality in the browser, the issue is with the original recording

Network upload issues

Poor network conditions during upload can cause:

• Choppy playback - Unstable internet connections can corrupt video data during upload

• Cut-off endings - Upload interruptions may prevent the complete video from being processed

• Compression artifacts - Network instability can trigger emergency compression to complete uploads

If videos appear choppy or cut off because of the network issue:

• Ask your customer to re-record if possible, ensuring stable internet during upload

• Advise customers to use strong WiFi connections rather than mobile data

• Suggest recording during off-peak hours when network traffic is lower

Verify export settings

• Ensure you're using the correct download method

• Check that you're downloading the original file, not a preview or compressed version

Verify your Senja plan

• With paid plans, videos export at maximum available resolution (up to 1080p HD)

• Free plan only allows standard quality video download

Prevention tips for future recordings

Guide your customers

Share these tips with customers before they record:

• Use good lighting - Natural light or proper lighting helps camera sensors perform better

• Stable internet - Connect to reliable WiFi before starting the recording

• Modern devices - Encourage use of recent smartphones or computers when possible

• Close other apps - Free up device resources for optimal recording performance

Test before important recordings

For critical testimonials, consider:

• Having customers do a quick test recording first

• Providing specific device or browser recommendations

• Scheduling recordings during optimal network conditions

When quality issues persist

If you continue experiencing quality issues after following these steps:

• Check if the problem affects all videos or specific ones

• Note the customer's device type and browser when the issue occurs

• Contact support with specific examples of affected testimonials

Remember: Senja preserves the original quality of uploaded videos. We don't compress or reduce quality during export for paid customers, so the final download will match what was originally recorded and uploaded.