Troubleshooting

if you encounter a problem with Kinescope, this section will help you find a solution. All tools for diagnostics and contacting support are collected here.

Choose your scenario

Video playback issues

if you are a viewer and video doesn’t play, freezes, or shows an error:

• How to resolve video issues in Kinescope? — common playback problems and how to resolve them

Player embedding issues

if you are a developer or website owner with player embedding or operation problems:

• Resolving player issues — loading, display, DRM, API, and performance issues

Dashboard issues

if you have issues with the Kinescope interface or working in the dashboard:

• Contacting Kinescope technical support — how to contact support and what to prepare

Quick diagnostics

Before contacting support, try these simple steps:

1. Refresh the page — often helps resolve temporary issues
2. Check your internet connection — use the speed test
3. Clear browser cache — old data can cause problems
4. Try a different browser — the issue may be related to a specific browser
5. Disable extensions — ad blockers and other extensions can interfere

What to gather for a support request

To resolve the issue quickly, prepare the following information:

For player or video playback issues

1. Player system log — from the player context menu (right-click; on mobile: Settings menu → More)
2. Browser console logs — see the Copying errors from the browser console guide
3. HAR file (if issue is loading-related) — see the Saving browser-server interaction to a HAR file guide
4. issue description — what happens, what is expected, reproduction steps
5. Browser information — browser and OS version
6. Page URL with the issue (without personal data)

For dashboard issues

1. Browser console logs — see the Copying errors from the browser console guide
2. HAR file — see the Saving browser-server interaction to a HAR file guide
3. issue description — what exactly doesn’t work and what actions cause it
4. Screenshots — if possible, attach screenshots showing the issue

Diagnostic tools

Gathering error information

• Copying errors from the browser console — step-by-step instructions for all browsers
• Saving browser-server interaction to a HAR file — exporting network requests for analysis

How to contact support

There are several ways to reach us:

• Via the dashboard — open the side panel in the Kinescope interface and click “Support chat”
• Via the support bot — write to the support chat within the Kinescope interface
• By email — send a message to hello@kinescope.io

Frequently asked questions

Answers to popular questions about working with Kinescope:

• FAQ — how to contact support, response times, IP addresses, and more

What’s next?

After gathering information:

1. Contact technical support — send the gathered information to the support chat within the Kinescope interface or via chat in the dashboard
2. Describe the issue — specify what exactly happens and what actions cause the error
3. Attach the gathered data — console logs, HAR file, screenshots, or player system log

Specialists will contact you and help resolve the issue.