Trouble playing videos in Sideline Web?

If you are experiencing issues with playing or downloading videos in Sideline Web, please read the information below in an attempt to resolve the issue. 

Issue Symptoms

• Video is not displayed in the conversation.
• The video will not play.
• Video has no sound.
• Unable to download the video using the 'Download Video' link. 

Cause & Resolution

In short, some Web browsers do not support the ability to play videos in the Sideline Web interface. With that being said, we have a workaround to successfully play these videos on your computer. Please see below for more information.

Step 1: Click the 'Problem playing? Download video' link

If you are unable to play the video in the conversation screen within the Sideline Web interface, we recommend clicking the link. (Seen below the video.)

This action should open up a new browser window in which the video will play via a high-resolution link. If the video does not play or the window does not open, please move on to step 2.

Step 2: Save the video to your computer

You may have to download/save the video to your computer in order to view it on Sideline Web. Please perform the following:

1. Right-click the link 
2. Click download or 'Save Link As'
3. Choose the location to save the video
4. Click 'Save' 

Following the above steps will save the video to the folder you've specified. You can then locate the video on your computer and play it via the MP4 player you have set as your default.

If you are still having trouble playing videos on Sideline Web, please submit a request.