TroubleshootingStep-by-step guide
Troubleshoot a slow image, video or document preview
Check preview availability without re-uploading an entire delivery.
An unlocked client session or authorized project view.
Here’s how to do it
Wait for the selected file to load and check your network connection.
For video, check both the thumbnail/poster and actual playback; a poster is a separate preview asset.
Try a current browser that supports the media’s codec or document format.
Ask the creator to verify the saved upload and use a compatible review version if needed.
If the file is correctly registered, avoid replacing it solely because an older video has no saved poster.
What happens next
You narrow down whether the issue is connection speed, format support, preview generation or an incomplete upload.
Good to know
Older videos may lack pre-generated posters. New upload behaviour cannot guarantee that every previously uploaded video already has a thumbnail.