Troubleshooting

Updated: 05.08.2026

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:

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

Diagnostic tools

What to gather before contacting support, and how, is covered in contacting technical support . The data collection guides themselves:

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

Important: Do not send access tokens, passwords, personal data, or other confidential information to support. If such information appears in screenshots or logs, mask it before sending.

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

Technical support responds 24/7. The response time depends on the complexity of the request. You can contact support an unlimited number of times.

What’s next?

Once you have gathered the information, send it to the support chat within the Kinescope interface: describe what happens and what actions cause it, and attach the logs, HAR file, or screenshots. Specialists will contact you and help resolve the issue.

Answers to common questions about the platform are in the getting started section.