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# FAQ: I can’t play the video from Microsoft Stream / Clipchamp

# Why can’t I play videos on Microsoft Stream?

There could be several reasons:
* You **don’t have permission** to access the video
* You are **not signed in** with the IMU email account
* Browser or network issues are blocking playback
* The video is still processing or unavailable


# How do I check if I have access to the vide**o?**

* Ensure you are logged in with IMU email account
* Confirm the video has been shared with you or your group
* If unsure, contact the video owner or administrator for access


# What should I do if the video is not loading or keeps buffering?

Try the following:
* Refresh the page
* Check your internet connection
* Switch to a different browser (Microsoft Edge or Chrome recommended)
* Clear browser cache and cookies
* Disable browser extensions that may block media playback


# Can browser compatibility affect playback?

Yes. Microsoft Stream works best on:
* Microsoft Edge (recommended)
* Google Chrome
* Latest versions of supported browsers

Avoid using outdated browsers.


# What if I see an error message while playing the video?

Common fixes include:
* Signing out and signing back in
* Trying a different browser
* Accessing the video via a direct link again
* Checking if your organisation’s network/firewall is restricting access


# Why is there no sound or poor video quality?

* Check your device volume settings
* Ensure the video is not muted in the player
* Adjust playback quality settings
* Try a different network for better bandwidth


# The video says “Processing”—what does that mean?

The video is still being prepared for playback.
Please wait a few minutes and try again.


# What should I do if the problem persists?

If none of the above solutions work:
* Take a screenshot of the issue
* Note the video link and error message
* Contact us through chat or submit an eTicket for support.