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1
The player is blank or missing
- 1 Confirm the video is published
- 2 Confirm the publication public ID begins with `ve_`
- 3 Confirm the destination origin is approved exactly
- 4 Confirm the page did not remove the script, marker, or iframe
- 5 Check the browser console and network panel for the first failed request
2
The origin is denied
Copy the destination page’s origin from the browser address bar, preserving protocol, hostname, and any non-default port. Add that origin to the publication and republish if the dashboard requires a new public snapshot.
3
The shell appears but playback fails
Verify that hosted playback is ready and that the problem reproduces in a clean current browser. Record whether the failure affects all networks and devices or one specific combination.
4
Send a useful support report
- The public page URL
- The publication public ID—never credentials
- Browser, operating system, and device
- Approximate time and timezone
- A screenshot plus the first visible console or network error
Never send passwords, private source URLs, upload credentials, authentication cookies, or customer data in a support message.
Still looking for the missing step?
Browse the Help Center for concise answers, or send us the page and result you are trying to produce.