# Troubleshooting


This page covers common player and embedding issues. For upload, access, or account issues, start with [Troubleshooting](https://docs.kinescope.com/troubleshooting/resolving-issues/) in the diagnostics section.

| Symptom | Topic |
| :--- | :--- |
| [The video does not load or freezes](#video-stall) | Playback |
| [DRM does not work in incognito mode on Android](#drm-incognito-android) | DRM |
| [The screen can be recorded while protection is enabled](#drm-screen-capture) | DRM |
| [DRM does not work in Android WebView](#drm-webview-android) | DRM |
| [DRM does not work in Electron](#drm-electron) | DRM |
| [`play()` does not start from a custom button](#play-custom-button) | Autoplay |
| [`NotAllowedError` occurs](#not-allowed-error) | Autoplay |
| [Autoplay does not work in Electron](#autoplay-electron) | Autoplay |
| [A page with many players freezes](#many-players) | Performance |
| [Fullscreen does not work in a nested iframe](#fullscreen-nested-iframe) | Embedding |
| [The screen does not rotate in a PWA](#pwa-orientation) | Embedding |

## The video does not load or freezes {#video-stall}

**What happens.** The player opens, but the video does not load or playback freezes.

**Why.** Network problems or background tabs often consume browser resources.

**What to do.**

1. Check your connection with [Speedtest](https://speedtest.kinescope.io/).
2. Close every tab except the player, then reload the page.

## DRM does not work in incognito mode on Android {#drm-incognito-android}

**What happens.** A Widevine-protected video does not play in incognito mode on Android.

**Why.** Chrome disabled Widevine in incognito mode on Android starting with version 62. This prevents users from losing paid licenses when they close tabs.

**What to do.** Watch DRM-protected videos in the browser's regular mode.

Learn more in [Media updates in Chrome 62](https://developer.chrome.com/blog/media-updates-in-chrome-62).

## The screen can be recorded while protection is enabled {#drm-screen-capture}

**What happens.** The screen can still be recorded while Widevine DRM is enabled.

**Why.** Some CSS on a parent element or the iframe can break browser capture protection.

**What to do.** Check these known cases:

- A parent element has `border-radius`. Set `overflow: initial` or `overflow: visible`.
- In Firefox on macOS, `transform` is applied to the player or `video` element, or to an ancestor with a stacking context.
- The page uses `backdrop-filter` or `filter`.
- The player `<iframe>` or a parent element uses `aspect-ratio` or `padding-top`.

Learn more in the [Chromium issue about filter](https://issues.chromium.org/issues/362007492).

## DRM does not work in Android WebView {#drm-webview-android}

**What happens.** A protected video does not play inside Android WebView.

**Why.** WebView often lacks EME or Widevine support, or the support is disabled.

**What to do.** Check support with the [Shaka Player demo](https://shaka-player-demo.appspot.com/support.html). A `null` value means the feature is unsupported. Configure WebView or use the system browser.

Learn more in [video.js #5563](https://github.com/videojs/video.js/issues/5563), [Widevine in Android WebView](https://stackoverflow.com/questions/47626857/how-to-play-widevine-drm-content-in-android-webview), and [protected content in WebView](https://stackoverflow.com/questions/53143363/how-to-enable-protected-content-in-a-webview).

## DRM does not work in Electron {#drm-electron}

**What happens.** Widevine-protected video does not play in an Electron app.

**Why.** You must connect and test the CDM in Electron separately from regular Chrome.

**What to do.** Follow Electron's guide for testing the Widevine CDM.

Learn more in [Testing Widevine CDM](https://www.electronjs.org/docs/latest/tutorial/testing-widevine-cdm).

## `play()` does not start from a custom button {#play-custom-button}

**What happens.** A user clicks your button and you call the `play()` API, but playback does not start.

**Why.** The browser recognizes the gesture only when it reaches the media element or player. This is part of the [autoplay policy](https://developer.chrome.com/blog/autoplay).

**What to do.** Make sure the user clicks the player. Set `pointer-events: none` on your overlays so the click passes through them.

## `NotAllowedError` occurs {#not-allowed-error}

**What happens.** The console or API response contains `NotAllowedError` with a message such as “The request is not allowed by the user agent …” or “The request is not triggered by a user activation.”

**Why.** A browser API requires user interaction or must run as a direct result of a click or tap.

**What to do.** Call the method directly from the user's click or tap handler. Do not move it into a deferred chain outside the user gesture.

Learn more about [User activation](https://developer.mozilla.org/en-US/docs/Web/Security/User_activation) on MDN.

## Autoplay does not work in Electron {#autoplay-electron}

**What happens.** Video autoplay does not start in Electron.

**Why.** Electron has its own media autoplay restrictions, which differ from regular browsers.

**What to do.** Check autoplay policies in the window and `webPreferences` settings. Review the workarounds in the discussions below.

Learn more in [MMM-ISS-Live #1](https://github.com/mykle1/MMM-ISS-Live/issues/1) and [cordova-electron #102](https://github.com/apache/cordova-electron/issues/102).

## A page with many players freezes {#many-players}

**What happens.** A page contains many embedded players, and the tab slows down or freezes.

**Why.** Each player uses resources. Without lazy loading, the load grows with every player.

**What to do.** Use the techniques in [Optimization](https://docs.kinescope.com/player-docs/optimization/).

## Fullscreen does not work in a nested iframe {#fullscreen-nested-iframe}

**What happens.** Fullscreen mode does not start when the player is inside an iframe nested in another iframe.

**Why.** The `allow` attribute may not work correctly if the parent `<iframe>` is not populated through `src`, for example when using a form target or writing content directly.

**What to do.** Remove `allow` from the player `<iframe>` and keep only `allowfullscreen`. On iOS, also see [Pseudo-fullscreen mode](https://docs.kinescope.com/developer-guides/iframe-pseudo-fullscreen-on-ios/).

## The screen does not rotate in a PWA {#pwa-orientation}

**What happens.** The screen does not rotate while the player is in fullscreen mode in a PWA.

**Why.** The app orientation is fixed in `manifest.json`.

**What to do.** Remove the `orientation` property from `manifest.json`. Then listen for fullscreen changes and control the orientation lock:

```js
player.on(player.Events.FullscreenChange, (event) => {
  if (event.data.isFullscreen) {
    screen.orientation.unlock()
  } else {
    screen.orientation.lock('portrait')
  }
})
```

## Next steps

- [Supported platforms](https://docs.kinescope.com/player-docs/supported-platforms/)
- [Support chat](https://t.me/kinescope_bot)