How to Resolve Video Issues in Kinescope?

If you encounter difficulties watching video, this article will help you find a solution — from checking your internet connection to contacting support.

Resolving video issues

If you see an error message while watching video, try the following:

Check your internet connection

• Disconnect your router from the network or the network cable from your device and reconnect. Make sure the internet speed is suitable for the selected video quality.
• Use the speed test .
• If the network is loaded by other devices, disconnect them or reduce the load. Try lowering the video quality in the Kinescope player to reduce the connection load.

Recommended speeds for different resolutions:

Configure your browser

• Install the latest browser version.
• Clear cache and cookies in browser settings.
• Disable extensions (e.g., ad blockers) or open the video in incognito mode to test.

Restart your device

Restart your computer, phone, or tablet and try opening the video again.

Check video access

See more about configuring restrictions in the Video Access Restrictions article.

• Make sure the video settings don’t restrict viewing:
  • Open access — video is available to everyone.
  • Restricted access — a link is required.
  • Protected access — authorization or password is required.
• If access is restricted by domain, check that you’re opening the video on the correct site.

Fix audio issues

• Check that sound is enabled on the device and in the Kinescope player.
• Make sure sound is not disabled in browser settings.
• Restart the browser or device.

Additional help

If the issue persists, contact support. See the Troubleshooting section for what to gather and how to contact support.

Resolving other issues

Here are examples of possible errors and how to resolve them.

“DRM system not supported” notification

Occurs during playback and may be caused by:

• Outdated browser version;
• Use of Telegram browser on Android, which doesn’t support DRM encryption;
• Insecure connection (using HTTP instead of HTTPS);
• Missing encrypted-media parameter in the video embedding frame.

To resolve:

• Install the latest browser version.
• Choose a different browser for viewing (via the Telegram menu);
• Set up a secure https:// connection;
• Check the encrypted-media parameter in the video embed code via the video settings.

“Video not supported” notification

Occurs when viewing on iOS devices.

To resolve:

• Restart the device.
• Update the system to the latest version.

No audio in Kinescope video

Occurs on desktop devices when playing Kinescope video while simultaneously working in an audio or video editor.

To resolve:

• Finish working in the editor before watching video.
• Contact the support chat within the Kinescope interface if the issue persists.

White screen with audio from Kinescope video

Occurs on devices with active screen recording or viewing applications and extensions. Video protection from recording activates, the video is hidden, but audio plays.

To resolve:

• Disable screen streaming recording in active applications or extensions.
• To demonstrate video from the screen during a video call, check the protection settings for that video in Kinescope.

“Video unavailable” notification

Occurs on Android devices with VPN enabled.

To resolve:

• Disable VPN.
• Change your device settings by disabling the personal DNS server mode.

Missing elements in the video control panel

Occurs when watching video via Telegram browser.

To resolve:

• Choose a different browser for viewing (via the Telegram menu);
• Check the settings for the video in Kinescope (Player section → Configure player).

What’s next?

If the issue is not resolved:

1. Troubleshooting — all tools for resolving issues and contacting support
2. Resolving issues — common player issues and solutions
3. Contacting technical support — how to gather information and contact support

Still have questions? Write to the support chat within the Kinescope interface — our specialists will help!