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Forum Discussion
Sometimes the playback doesn't start when using Replay.
Having issues with Replay. The production I'm working on has been using Replay for the last two years to have about 4-5 people join in and watch a 43 min video together (while we're on a telephone conference call). On more than several occasions, when we stop and start the session, the playback for some or all of the viewers doesn't start. When we select the "join live review' button, we get a spinning wheel. Then everyone needs to close the session, sometimes use another browser and try joining into the session again. This often takes about 5-10min before anyone can rejoin and everyone is locked in again. Major pain! I have a Dropbox Plus account and of course paying for Replay. Is this happening to anyone else? What could be causing this?
5 Replies
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- Megan
Dropbox Community Moderator
Hey Gary K., thanks for posting here today!
You mentioned using a different browser when you notice this behavior. Does this usually resolve the issue?
I'm asking because in this case it might be a browser-related case. Have you tried clearing your browser's cache by any chance?
Let me know more, and we'll take it from there.
Hi Megan, I've tried using a different browser but that doesn't seem to resolve the issue. Sometimes it has but now usually so its probably not a browser issue. It seems you just have to wait for 5-10 min then everyone can log back in. Haven't tried clearing the cache. Is there some kind of file size/time duration limit on certain accounts? One of our team did contact customer support but they said take a live vide of the session and sent to them if it happens. We just don't have the time to do this. Looks like we might have to use Frame.io for our spotting sessions.
Yes, it's #25371501
- Walter
Hey Gary K. - thanks for the ticket ID.
I was able to locate it in our system and I can see that the agent who's handling the case has already replied to your colleague on their ticket.
At this point, I'd recommend responding back to the ticket directly as they'll be able to look into this issue with account specific information.
Let us know if you have anything else to add in the meantime.
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