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.
This is applicable to any Senja plans: Free, Starter, and Pro.
The short answer
A downloaded video can never be better than the original recording.
Senja saves each video at the resolution it was recorded in
On paid plans, HD download gives you that original file, untouched and uncompressed
On the Free plan, downloads are standard quality (SD), which can be lower than the original
Upgrading unlocks the original-quality download, it does not improve a video that was recorded at a lower resolution
What you get on each plan
Plan | Video download |
|---|---|
Free | Standard quality (SD), can be lower than the original recording |
Starter and Pro | HD: the original recording at its original resolution |
Check the resolution of the original recording
If a download looks lower quality than you hoped, compare it with the original:
Play the video in your Senja dashboard and compare it with the downloaded file
Check the file’s resolution
On Mac: open it in QuickTime and press ⌘I
On Windows: right-click the file, then Properties and Details)
If the original and the download have the same resolution (for example, both 1280x960):
The download is working as intended
That is the best version of the video that exists
Typical recording resolutions:
Most built-in laptop webcams record at around 1280x720 or 1280x960
Older phones and basic webcams record lower
Recent phones and good external cameras record at higher resolutions
Why video quality issues happen
Video quality problems usually stem from the original recording conditions or upload process, not the export itself.
Recording device limitations
Video quality problems usually stem from the original recording conditions or upload process, not the export itself.
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
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
Free plan: only standard quality video download
Starter and Pro plans: HD download, which is the original file
If you upgraded after the video was recorded, download it again to get the original file
If the resolution looks the same as before, the recording itself was made at that resolution, and upgrading cannot raise it
Upgrading helps with future videos: customers who record on a better camera or phone come through at full quality in your HD downloads
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
Better camera: A recent smartphone usually records at a higher resolution than a laptop webcam
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 resolution of the original and the downloaded file
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.