TroubleshootingStep-by-step guide
Troubleshoot slow thumbnails or video playback
Distinguish a missing poster from an incomplete upload or incompatible video.
The portfolio owner or public visitor.
Here’s how to do it
Check the connection and allow the selected media to load.
For video, inspect whether the original plays even if a thumbnail is missing.
Read any preview-generation warning from the upload; do not assume it means the original transfer failed.
Try a current browser that supports the file’s codec, or prepare a compatible public showcase copy.
Ask the site administrator about older videos without saved posters instead of repeatedly re-uploading a large archive.
What happens next
You can identify whether the issue is media transfer, poster generation, device support or network speed.
Good to know
New poster generation does not automatically update every old video. Identity banner uploads and gallery posters are separate paths.