If a video SOP won't play, check the following:
① Update your browser to the latest version
We have reports from Safari users experiencing this issue. If you use Safari, see the information below:
https://support.apple.com/ja-jp/102665
* On iOS, the mobile app also uses Safari functionality internally, so mobile app users should try this solution as well.
② Delete cache
From your profile icon, go to the screen below and click "Delete All Preloaded Data & Cache".
③ Hard refresh
For browser apps, browser system cache can sometimes be the cause. Try the commands below:
● Chrome
Windows: Ctrl + Shift + R
Mac: Cmd + Shift + R
Android, iOS: Menu > History > Delete View data > Clear data
● Safari
Mac: Shift + Refresh button
iOS: Settings > Safari > Clear History and Website Data
● Microsoft Edge
Ctrl + Shift + R
④ For browser apps: use Google Chrome
Our development team primarily tests with Google Chrome, so it provides the most stable performance.
⑤ Lower the playback resolution
If your connection speed is slow and loading takes too long or prevents playback, try locking the resolution to a lower setting.