Content (Quick Answers)

  1. How do I add custom fonts to Vidyard Events?

    Overview Sometimes the fonts built into editors just don't match company branding, or they don't have the look and...

  2. Is there a way to tell the Vidyard player to pause when the viewer clicks on an annotation?

    Overview Annotation events appear within a player while a video plays, allowing you to enrich your video content with...

  3. How to create custom fields in a Vidyard Lead Capture Event

    Steps Hover over the Player and click Events. Click Add Event. Click Lead Capture, then Add Event. In the...

  4. Is there a way to make videos "downloadable" from the sharing page?

    Overview You can extend the functionality of your sharing pages by adding your own branding to the sharing page...

  5. Why are my captions showing an error when uploaded? What does "Invalid byte sequence in UTF-8" mean?

    Overview With Vidyard's Closed Captioning services, you are able to add your content in a number of ways. One...

  6. What does the dark green line indicate at the start of the Engagement Heat Maps in the Analytics Center?

    Overview There are many elements which build the engagement data heat maps that are found in the Analytics Center....

  7. Do images added to events need to be hosted on the Vidyard platform? If so, where do you upload images?

    Answer Any image added to an event needs to be hosted online.  You can either find an image already...

  8. Why is my Event now showing NoSuchKeyThe specified key does not exist.

    Overview Vidyard Events allow users to make adjustments to the HTML Source code, in order to perform tasks such...

  9. Will Vidyard convert my frame rate to 29.97fps if I upload a 25p video?

    Overview When videos are exported out of video editing software, there are not only options about what resolution the...

  10. Why can't I add more users in my Group?

    Overview Trying to add new users to our Group in Vidyard and I get an error. Answer Your account...

  11. Why can't I add more users in my Group?

    Overview Groups are limited by the platform as to how many users can be added to one Group. Solution...

  12. Why can't my players go fullscreen in Internet Explorer (IE) 9 or 10?

    Overview In a usual situation, you are able to watch a Vidyard video in fullscreen by clicking on the...

  13. How do I create an annotation as an invisible button that opens a link when clicked?

    Steps Hover over the player and select Events. Click Add Event. Click Annotation and hit Add Event. Set the...

  14. What is the difference between a 'User' and 'Guest' in the Guests group?

    Overview In Groups and Users we will see different permissions for each role. If there is a Salesforce, Salesloft,...

  15. Why am I not able to request a caption?

    Overview Requesting captions is a function of Vidyard, but not everyone will have the permission to create or request...

  16. Find the UUID for your player

    Finding the UUID for a player allows you to reference the player in other applications, generate the embed code...

  17. How to collect console logs

    When troubleshooting issues with the Vidyard player, it is not uncommon to examine the console logs to find any...

  18. How to get a HAR Capture

    Overview HAR (HTTP Archive) is a file format used by several http session tools to export the captured data....

  19. How do I create a Navigation Bar by using time stamps?

    Overview You may be in a situation where you have a long video with multiple parts to it. It...

  20. Will my Vidyard player playback in China?

    Overview Playback in China is regulated by the government. Certain videos and platforms are restricted from playback in China....

  21. How to generate an Animated GIF Thumbnail?

    Overview An alternative to a still Splash screen is a created GIF from images within the video. You can...

  22. How do I set up auto-replay on a video when it has finished playing?

    Overview You can loop playback on a video by making a video replay after it has completed playback.  Note:...

  23. Does Vidyard compress the uploaded custom thumbnail?

    Solution Within the Vidyard platform, if the thumbnail is not the one you want, you have the option of...

  24. How do I record audio from my speakers?

    Overview It is possible to record audio coming from your speakers with GoVideo by configuring Stereo Mix (Only Available...

  25. Why are the videos on my dashboard and library different than what I am expecting to see?

    Overview The Vidyard dashboard contains a list of the players that have been created for the particular group you...

  26. Why didn't I receive my demo personalization video?

    Overview  After filling out the form on Vidyard.com the email with the link to my personalization video wasn't received. ...

  27. What is the difference between Views and Unique Views?

    Views are total views of the player whereas a Unique view is tied to a Cookie. eg. 1 Person...

  28. How do I create a report that lists all groups and users?

    Overview  Within Vidyard you have the ability to see all users by running a report that shows all the...

  29. How do I convert a Pop Out into a Full Screen Event?

    Overview Vidyard provides flexibility in terms of how to present your events. Now that pop outs are becoming less...

  30. How can I merge two players so all the analytics are compiled?

    Overview As an example, a Vidyard user has created a player with one video. They want to replace the...

  31. Why does my custom date range keep switching back to the default setting? 

    Overview Within Vidyard, you are able to select a custom date range in many areas of the system, such...

  32. How do I change my Credit Card Information for Vidyard payments?

    Overview Making credit card payments are quick and easy. Follow these steps if you need to change your credit...

  33. Why do I receive an error when uploading an audio only wav or mp3 file?

    Overview Although the platform is designed for videos, Vidyard does have the ability to accept audio only files, so...

  34. Where can I get training materials for Vidyard?

    Solution Visit knowledge.vidyard.com, as this is the best source of information for learning more about Vidyard. Browse through FAQs,...

  35. Why am I receiving Email Notifications from Vidyard?

    Overview You may be receiving Email Notifications which look like this: Cause These are known as Player Notifications and...

  36. How do I enable captions by default?

    Overview If you wish to have captions automatically turned on, there are a couple different ways to achieve this....

  37. Is there a way to see the date when a particular video was uploaded?

    Overview You may have uploaded a video or a number of videos into the Vidyard platform when creating a...

  38. Why can't I request captions for my video?

    Overview Requesting captions is a function of Vidyard, but not everyone will have the permission to create or request...

  39. Why are we experiencing some buffering issues when a number of employees are watching a video?

    Overview You may be finding that when a large number of employees watch that 'new video' that is being...

  40. Is there a limit to how many videos you can have in a 'Choose your own adventure' event?

    Overview Video chapters are placed in a sequence, but this doesn't have to be the way you watch them....

  41. Why does my play button background look strange?

    Overview  Embedding a player on a web page means that it may be affected by other CSS being called...

  42. How can I extend my Trial Account?

    Answer Please reach out to your Account Representative for further assistance!

  43. Why do I not see the Access Codes feature?

    Overview Trying to add Player security in the form of access codes, but I do not see the option...

  44. Does Vidyard offer an On-premise Solution?

     Vidyard is a Cloud based solution and is not available as an On Premise solution. Vidyard is strictly on...

  45. Why can't I reset my password?

    Overview  When trying to log into the platform and you are not able to so, you try and reset...

  46. Why are my players going full screen on mobile devices?

    Overview Inline embedded players go full screen when playing on mobile devices, especially on small screen devices like iPhones....

  47. How do I automatically launch a Vidyard player when I load a page?

    Overview You may have a requirement to automatically launch a lightbox player when a page is loaded.   In most...

  48. Am I limited in the number of events I can add to a player?

    There is not a limit on the number of events that you can add to your players in Vidyard....

  49. How can I stop a player with 'loop playback' enabled from going out of full-screen when the final video has completed?

    Overview A Vidyard Player has the option to be watched in full-screen mode. You can also use Settings on...

  50. How do I change the audio visualization on a Vidyard player that contains audio or a Podcast?

    Overview In Vidyard, you can upload audio only files when this feature has been enabled in your group. This...

  51. Is there a way to adjust the caption positioning?

    Solution There is no option to adjust the position of captions. The captions are fixed to the position in...

  52. How can I download a video on the Vidyard Platform?

    Overview You will need to ensure you have the Video Downloads feature enabled.  Video Downloads is available for paid...

  53. How to change the title of a video

    Solution Video settings allow you to configure options for each individual video within a player. The settings tab allows...

  54. Why am I seeing the billing page when I log in to Vidyard?

    Answer If you are greeted by a billing page immediately after login, it is likely that the group that...

  55. Can I move my play button to the bottom right?

    Overview The play button is added to the splash screen when we render the image. It is added to...

  56. Can I use a timestamp so that a contact will start watching a video at a time point?

    Overview You may have a requirement to send a link to a player, but also ensure that when the...

  57. Why does a Pop-out Event show on the Sharing Page but not on the Hub?

    Answer: By design, pop-out events do not currently work on the Hub. The best alternative is to use annotation...

  58. I cannot remember my current password for Vidyard

    Solution: If you have forgotten your password you will need to reset it. Please refer to our article on...

  59. How can you make a personalized thumbnail with the person's name on the Vidyard Platform?

    There is no feature on the Vidyard Platform that would allow you to create your own personalized thumbnail. You...

  60. What does account based video mean versus hyper-personalized video?

    Overview There is terminology that is thrown around within the Vidyard ecosystem. When videos are created, there are differences...

  61. I would like to update an existing video. Do I have to re-upload the new video and delete the old one? Can I replace it and still keep the same URL and events?

    Overview If you are looking to replace an existing video in Vidyard with a newer, updated version, there a...

  62. How do I log out on the Vidyard Platform?

    Steps To logout of your Vidyard account: Click the Avatar on the bottom left of your screen  Select Logout See...

  63. I'm having a hard time finding a couple of my players. I'm not sure if I have some filters on, but I need access to a few of them, and I can't find even when I search

    Solution: Please ensure that you are in the same group as the players you want to find. See our...

  64. How do I determine how much content (minutes) I have in the player?

    Steps: Please log into the the Vidyard Platform Click Content on the left hand menu and select Players On the...

  65. How do I determine how much content I have within my account?

    Overview: You can easily determine the amount of content within your account by visiting the video library within each...

  66. Can the same videos belong to multiple groups?

    Solution: Yes, videos can belong to multiple groups.  See our articles on how to add videos to your library...

  67. Why is the animated GIF thumbnail on my Lightbox Embed not appearing at the same size as a regular thumbnail?

    Overview With Vidyard, you have the ability to use an animated thumbnail or a static image for both the...

  68. Why am I seeing fewer views than I did yesterday in my report for the same player name?

    Overview Within the Dashboard of Vidyard, there is a graph that shows the views over a timeframe.  Solution There...

  69. Selecting a screen to record with multiple displays

    Overview You may be using a computer with multiple screens or monitors. When recording with the full screen option...

  70. Can I pass a local file on a dashboard API?

    Answer If a file is held locally, it cannot be interact with the Vidyard dashboard API.  In order for...

  71. Am I able to download previous invoices from Vidyard?

    Overview If you're ever wondering why you were billed and wanted more insight. You can find the invoice in...

  72. Can I overwrite my video within Vidyard to update the version?

    Solution The original video in your player can be swapped with an edited one.  Upload the edited version to...

  73. Why can't I see the New Player button in the Vidyard Dashboard?

    OVERVIEW Logging into the Vidyard platform, you may expect to see the +New Player button at the top. Some...

  74. I'm having issues with an auto CC feature. It's not showing the CC using the CC query string.

    Overview Please ensure that you're using the correct language code. Vidyard uses ISO 639 which is a standardized nomenclature...

  75. Why does my lead source say Vidyard when it was really a third party form fill?

    Overview  In Salesforce, it will show where the lead is sourced from. Sometimes when there is another third party...

  76. What does the Uploader Widget webhook POST look like?

    Overview When creating an uploader widget, Vidyard offers the option to add a webhook URL which will receive a...

  77. Why are my video previews constantly buffering when using Chrome on Microsoft Windows?

    Overview Like many browsers and operating systems, you can use Google Chrome on Microsoft Windows to create and watch...

  78. Can I change admin permissions?

    Solution Admin permissions can not be modified from in the platform though the default setting for all permissions is...

  79. Why are the specified locations of my viewers inaccurate?

    Overview The Vidyard Analytics Centre provides you with data on all of your Vidyard players in one location, offering...

  80. What do the different colors represent in the Viewer Engagement located in the Players Insights mean?

    Overview Engagement data helps you track how much or how little of your videos your viewers are watching. Using...

  81. How do I leave a Vidyard group?

    Overview You are able to leave a group in Vidyard. Maybe there are groups which you no longer require...

  82. How do I remove my Vidyard Cookies using the Microsoft Edge browser?

    Overview While testing there is the chance that a Cookie may be applied to your browser and may be...

  83. How do I set up a report to see which videos received the most views each week?

    Overview Many of Vidyard's reports can be found in the Insights>Reports option within the platform. Within this section, you...

  84. What is the max file size for video uploading to Vidyard?

    Solution The maximum file size that we can accept is 16GB video. If you are looking for information on...

  85. Can I use a credit card to pay for captions?

    Overview Vidyard provides a service to create a transcript and closed captions for your videos. This could be in...

  86. How do I restore a player I (accidentally) deleted?

    Overview As you build your Player library, you may find you accidentally delete a player and you would like...

  87. Will using an animated GIF for a thumbnail affect load speed on a page?

    Overview One of the options for selecting a thumbnail is to use Vidyard's animated GIF generator from the video...

  88. What's player load? Is it the same as video plays/views?

    Player Load A player load is when a page with a player is loaded on a device. An example...

  89. Does a transcription have to be in the same language as the video?

    Answer When you request a transcript, you have the ability to generate Closed Captions in multiple languages, even when...

  90. How do I log into the Vidyard Platform?

    To log into the Vidyard platform, head to our secure login page at secure.vidyard.com

  91. How do I measure and improve player load times?

    Overview You can measure player load times using different tools available in your browser's console. To measure the player...

  92. Why is my video auto-playing when I have set it to not do so?

    Overview Vidyard provides the ability to allow your players to autoplay if desired. The ability to change this can...

  93. What is the best practice for updating and replacing videos in Vidyard without losing YouTube traffic views from the old videos?

    Overview Vidyard's YouTube integration is a great tool to ensure that your content is visible in multiple channels. When...

  94. What does the "..." mean when making a GET api call?

    Overview When reviewing the API document on our Knowledge Base, you may notice that some of the GET api...

  95. How do I find a video's ID in a player?

    Overview Similar to a player UUID's, every video in a player also has an ID number associated with it....

  96. How do I create a button on my page that will pause and resume playback?

    Overview Having the ability to assign objects on your page to perform player functions such as pause/resume increases the...

  97. Why can't I see the options to edit my player settings on the dashboard?

    Answer If you hover over a player that shows "Belongs To...", then:  You are currently in the parent group...

  98. Why does the General views number in Player Insights show a different number to my combined Vidyard and YouTube total views?

    Answer The Player Insights page in Vidyard includes a graph in the Visitors section that toggles between showing Vidyard...

  99. Is there a way to change or shorten the video link to a player?

    Overview Vidyard provides a Sharing Page for each player that gets added to the platform.  If you decide not...

  100. Will a Popout event affect the layout within the iFrame?

    Cause  In Vidyard you have the option to add a Popout event. With a Popout event, we set the...

  101. Why are my videos still in platform even after deleting the player?

    Overview It's important to keep in mind the difference between a player and a video. Videos that are uploaded...

  102. If I transfer a video to another group, will that affect anywhere that it's being actively promoted (i.e. embedded in a landing page), or will it still work since the duplicate is live?

    Overview You can transfer players out of any of your groups and into another group to which you belong....

  103. How can I change the size of my video modal?

    Overview  Having the ability to change the modal size of your player allows you to configure and personalize the...

  104. If I have an annotation at the end of my video, how do I set the final frame to pause so that the annotation continues to show?

    Overview Annotation events appear within a player while a video plays, allowing you to enrich your video content with...

  105. How do I have the thumbnail appear for the entire length of the video for an .mp3 upload?

    Overview For audio-only uploads to Vidyard, the player default settings show an audio visualization during playback. This visualization can...

  106. Why does my page jump straight down to the video on my landing page?

    Overview Vidyard Players have the option to autoplay once a page a loaded. When using the autoplay setting, the...

  107. Why can't I hear the audio on my recorded videos?

    Solution Please ensure that the sound output on your computer is working. The following video explains how to manage...

  108. Why do some of my recipients get emails without thumbnails?

    Overview When sending out emails with videos (attached as hyperlinked thumbnail images), it is important to consider the security...

  109. What does 'no implicit conversion of nil into String' Closed Captions error mean?

    Overview After uploading a caption file to the Vidyard platform, you may receive this error. Solution Unfortunately, we are...

  110. Why can't I export a spreadsheet in the Google Chrome Browser?

    Overview Data  from the Vidyard Player Insights page can be exported into a downloadable spreadsheet. You can choose a...

  111. How do I get a title to display above the form in a Popout Event?

    Overview Popout Events allow you to keep viewers moving forward through your content on a path that you control....

  112. Why are videos in my playlist not auto-playing?

    Symptom You've made a playlist of videos (a player with multiple videos). After each video completes, you realize that...

  113. If I have received an invitation to Vidyard but cannot login, what do I do?

    Overview You may have gotten an invitation to sign into the Vidyard platform by an admin from your group....

  114. Why is a player showing a different view count to what I expected?

    Overview When you are looking within Vidyard, you can see the total number of views for a player by...

  115. In the Feature Store, why does a feature show a status of "requested"?

    Solution An admin of the group that is currently active has requested the feature. The feature is behind a...

  116. What image size can I upload for my thumbnail?

    Answer You can upload any size! There are no restrictions on the aspect ratio or the resolution size when...

  117. Why do I receive an error message saying "Reset password token is invalid" when I attempt to reset my password?

    Overview When resetting your password you may have clicked the send button 2+ times. As a result, you will...

  118. I have the download feature, why can't I download video files?

    Overview Once the video downloads feature has been enabled on your Vidyard account, you will need to make sure...

  119. If we create a link in a video, will Vidyard track the link clicks?

    Overview To keep track of how many times a specific embed location URL has been clicked, simply create an...

  120. Why can't I transfer players in my group?

    Overview If you have a player that you would like to be visible in another one of your organization's...

  121. Where can the results of a Lead Capture event or form submission be viewed?

    Overview Lead Capture Events allow you to capture information about who your viewers are. They can be used to...

  122. How many users are in our groups?

    Solution Go to the Parent Group of your account. Select Group > Groups and Users. Under all the groups...

  123. How do I create a Calendly event in Vidyard?

    Overview Turning a regular video into a powerful content and lead generation tool is easy with Vidyard.  Adding a...

  124. Why do my credentials keep expiring?

    Overview When logging into the Vidyard platform you may notice a message at the top of your screen stating...

  125. How do I track event clicks and interaction?

    Problem Adding events and calls to action in your videos can be a great way to have viewers interact...

  126. What is the easiest way of getting a list of most viewed players year-to-date?

    Overview Within the Vidyard platform you can segment report data by player. This information includes view data for whatever...

  127. Can you edit your recorded videos?

    Solution Although Vidyard does not currently have features to allow users to edit their videos (e.g change brightness, cut...

  128. Why does it say my account's expired when I log in?

    Overview When logging into Vidyard you see a message that indicates that your account has expired. Solution If you...

  129. Why are my captions jumping from the bottom to the top of the video?

    Overview You've added a caption file to your video. At certain times, you see that the captions go from...

  130. Why can't I see all the videos I had in my account?

    Answer Once logged into the platform, you can check the players you have in your account by selecting Content...

  131. Is there any way to delete multiple videos at once?

    Overview You are able to select multiple players/videos to be deleted at once via the Asset Manager. Accessing the...

  132. How do I close an iframed event on button click?

    The Goal While the built-in event builder in Vidyard offers a wide variety of customization options, sometimes you may...

  133. Why do I not see videos in my Insights graph when I know they have had views?

    Problem When viewing the insights graphs, no data may appear in the graph even though the individual players below...

  134. Why am I seeing the message err_connection_reset?

    Overview You may find that you are unable to play videos and within the browser console there is an...

  135. Does Vidyard Collect IMEI from mobile viewers?

    Solution Vidyard does not collect the mobile device unique identifier. This is also known as the International Mobile Equipment...

  136. I have an email form that comes up before the video plays, how do I disable it?

    Overview When viewing one of your players you see that an email capture form appears before the video plays....

  137. I can't play back my video - what do I do?

    Overview When viewing a video, the player buffers for a prolonged period of time (displays a grey spinning circle)....

  138. Is there a report or vehicle that shows the videos that are embedded in my web pages with the URL?

    Solution The Embed locations report can be run to retrieve this information. Here are the steps to run the...

  139. If our company has an intro and outro we want to add to a vidyard video, how do we do that?

    Overview An intro and outro video is required for a video. Solution This is very simple in Vidyard. Create...

  140. Video Playback Error Codes

    Overview This article provides a brief explanation of errors that you may encounter during video playback as well as...

  141. How can I improve the look of my Event's form on a mobile device?

    Overview Vidyard's players have the capability of rendering forms that have been produced from your MAP (Marketing Automation Platform)....

  142. Why am I only seeing data for 10 players when I Export to Spreadsheet?

    Overview You are able to export your analytics data from Vidyard to a spreadsheet package for further manipulation.  There...

  143. How can I bulk upload multiple videos so that they have their own separate players?

    Overview You may have a situation where you have a large number of videos on your machine that you...

  144. Why isn't the thumbnail on my player the same on my live website?

    Overview When embedding a player onto your live website you need make sure that you've change the player thumbnail,...

  145. How do I rename a player?

    Overview The name of your Vidyard players can be changed within the player settings area of the platform. Steps...

  146. Can Vidyard videos be searched through the internet?

    Answer Search engines will not index video content from your Vidyard sharing page.  Unless a video has been embedded...

  147. How can I create a custom CTA that links to my Calendly?

    Overview This is an annotation that will create a button and give you the option for that button to...

  148. How do I create an annotation effect which enlarges my image automatically when hovering on it?

    Overview Advanced annotation events appear within a player while a video plays, allowing you to enrich your video content...

  149. How Can I change the color of my Hyperlink on Annotation?

    Overview You can customize the color of hyperlinks when creating annotiations in the Vidyard events builder. This can be...

  150. Why does the Compact Audio Player option always remain checked?

    Overview You are able to have a compact audio player on your page if you are using audio only...

  151. How do I check who the admin of my group is?

    Answer Navigate to the group of your choice. From the Vidyard dashboard, select Group > Change Group    ...

  152. Why do I not see all of the embed locations for my players in the Embed Location report?

    Overview In Vidyard, you can run a report called Embed Locations from the Report Centre. This report provides a...

  153. How do I download captions?

    Overview You may have requested or uploaded your own captions for videos. You now want to download them onto...

  154. How do I choose a frame from the video to set as the thumbnail?

    Overview Before a video plays it displays  a thumbnail image on your website. Thumbnails let you choose what image...

  155. Why is my Closed Captioning Not Appearing on a Player?

    Overview When adding transcripts and captions to your video, there may be a situation where they do not show...

  156. Can I download a video and include the captions?

    Overview When downloading a video from the Vidyard Platform you will be prompted to download either the source file...

  157. What is the default size of a player?

    Answer The default size of a player is 640px by 360px. To find out the size of your player:...

  158. Are we able to support an e-learning SCORM package on Vidyard?

    Solution The SCORM package is required to be loaded on the page and have a file downloaded with the...

  159. How to show a breakdown of players in the Analytics Center graph?

    Solution Create a breakdown of data by players in the Analytics Center: Navigate to the Vidyard Platform Click Insights...

  160. How do I combine multiple videos so that they are in one continuous video, rather than a playlist?

    Overview When you create a playlist in a Vidyard, each video will play one after the other in sequence....

  161. How do I make a bulk change to player/video titles?

    Overview After you have set up your Vidyard group and uploaded content, you may be in a situation where...

  162. Do I have to set an expiration date for Vidyard javascript assets on my webpage?

    Answer In the case of Vidyard content, we use a global CDN to cache and deliver content more quickly...

  163. How do I style an annotation link?

    Overview Advanced annotation events appear within a player while a video plays, allowing you to enrich your video content...

  164. How do I add a calendar to the end of my video?

    Overview You may be interested in exploring the possibility of adding a calendar at the end of your Vidyard...

  165. Why am I seeing multiple email addresses in a cell in the Individual Viewers Report?

    Overview The Individual Viewers report is designed to show you an extract for all of the email address identifications...

  166. Is it possible to have a mandatory checkbox within the lead capture form?

    Overview Lead Capture Events allow you to capture information about who your viewers are. It can be used to...

  167. Why is my video getting cut off when I upload onto the Vidyard Platform?

    Overview You have added a new video to your Vidyard library. However, when the video players, you notice that...

  168. Will a larger file cause a slower streaming experience?

    Overview Vidyard players intelligently determine the best possible resolution for each viewer. Each time the player loads, the player...

  169. Why is the user prompted to fill in a Lead Capture form in each chapter?

    Overview Lead Capture Events allow you to capture information about who your viewers are. It can be used to...

  170. Why can't I see the caption tab over the video?

    Answer Since Captioning is made at the video level (and not at the player), you need to navigate into...

  171. Why am I not getting any tracking information on an embedded Vidyard video?

    Overview When testing and embedding a Vidyard player onto a page, the use of the vyemail query string to...

  172. Does Vidyard have an upload button to use on my website?

    Overview You may be interested in having a upload button on your web page so that anyone can add...

  173. How can I "Show views by player" on the player insights page?

    Answer Please refer to our article on how to use the Vidyard Analytics Center to display views by player....

  174. Where can I find the support chat window?

    Solution When you are on the Vidyard platform, you will see the avatar in the bottom left of your...

  175. How is an email triggered from a player?

    Answer If you get an email that says "Someone has shared a video with you" with the image of...

  176. How can I see my billing or receipt information?

    Answer Not all users of Vidyard can see this, but if you have the permissions set up to View...

  177. Why can't I access the player Design or Social settings?

    Overview If you want to adjust the style of your player, such as the player colours or the playlist...

  178. How can I filter out videos to see just the video's that I have created in a group?

    Solution From the parent group, click Content Select Players Use the Created by filter and select yourself

  179. What does 'Leave Open' do if I use it for an Annotation Event?

    Overview When you create an annotation style event, you will notice a new option appear called Leave Open that...

  180. Why can't I see my mouse on my recordings?

    Answer This issue is seen to occur when using two or more monitors, which also causes an alignment issue...

  181. Why do I see a scroll bar on my annotation?

    Overview When creating an annotation you may notice a scroll bar to the right of the annotation. This is...

  182. How can I find out how many videos I've used towards my Account Limit?

    Overview As an organization using Vidyard, you are likely to have a limit to the number of videos that...

  183. Why can't I see the Attention Span/Combined Viewer data when I export/view the graphs in Player Insights?

    Overview When you are using the Player Insights page to gain an understanding of how your viewers are engaging...

  184. If I delete a recorded video from my extension's library, will others be able to access it still?

    Solution Here are the ways to delete a video from the library -  How to delete a GoVideo from...

  185. Can I format where my closed captions show?

    Overview Looking for an option to move the captions on screen? Here are some steps to take within the...

  186. Can you toggle events on a video on/off?

    Answer Yes! When creating an event, there is an option of toggling the "Publish" setting, which is what makes the...

  187. How can I provide my web developer with player embed codes without giving them Vidyard platform access?

    Overview You may be in a situation as a user of Vidyard where you need to embed a player...

  188. Why won't any of my analytics load on the page?

    Overview You can view your group's analytics by heading over to Insights > Players Answer If your insights are...

  189. What does Attention Span mean and how do I read the Combined Viewers graph?

    Overview When hovering over a player, select analytics. This goes to the Player Analytics page, from which the data...

  190. How is it possible to have views showing for my player if I haven't embedded it yet?

    Overview Videos uploaded to Vidyard do need to be embedded onto a webpage in order to be publicly accessible. ...

  191. Does Vidyard work in China?

    Answer Vidyard uses Edgecast’s CDN within Asia. We have a couple customers who use us specifically because we perform...

  192. Why can I not see a 1080p option for my uploaded video?

    Overview Currently Vidyard supports delivering videos in the following outputs - 360p, 480p, 720p and 1080p. The option to...

  193. Can I get a larger thumbnail with the play button to use with the email embed code?

    Overview The email embed code pulls in a small thumbnail of the video from the following line of code,...

  194. Why am I having sound issues when recording videos with a Surface Pro 3 device?

    Overview Vidyard GoVideo is available on many different software platforms such as MS Outlook or Google Chrome and will...

  195. Why does my player have a blank/transparent play button?

    Solution Vidyard allows the design of the player including the colors of the buffer bar as well as the...

  196. Will there be an impact on analytics if there is a change to the name of the video?

    Answer When changing the video name there will not be any impact on analytics. The embed script will not...

  197. Why am I not receiving a form fill notification from my gated event?

    Overview When creating a lead capture event, there will be a spot to fill out an email notification, email...

  198. I deleted a video but now why does it show up in my account as a black box?

    Overview When deleting from Content > Videos so it does not appear anymore in the GoVideo drop down, this...

  199. How can I change the player width and height?

    Overview Player Design Settings allow you to determine the look and feel of your player, including the size, colors,...

  200. Why can't I watch a player on my Safari?

    Overview Playback across all browsers should be seamless, but there are times that playback isn't successful. Go through these...

  201. Is it possible to rename the language used on the captions?

    Solution On playback, in the embedded player, the language of the captions will show. The languages are hardcoded according...

  202. Can I add music or an additional audio track to my video in Vidyard?

    Answer Videos with multiple lines of audio can be uploaded into your Vidyard group. However, you cannot add an...

  203. Can I see some Player API examples?

    Overview By using the player API, you can program functionality into your webpage using Javascript. This can affect the...

  204. Why do I see 'This video is unavailable. Sorry, we could not find this video' or '404: Page not found' when I click on one of my recorded video's links?

    Overview Page not found/video unavailable issues can occur in two scenarios: 1. After recording a video using GoVideo and...

  205. Why are my Vidyard players not loading on Chrome?

    Symptom On Chrome, you can't see any of the players loading on the page. A blank space where the...

  206. Why can't I see the trim feature in my Video settings?

    Overview In the Video settings, there will be an option for Trim to shorten the length of a video. ...

  207. How can I disable the Logitech Webcam Controller when creating a GoVideo?

    Overview The Logitech Webcam Controller can block the position of other webcam applications. This includes Vidyard GoVideo. Solution This...

  208. Can I request captioning for multiple videos in bulk?

    Answer Captions can only be requested on a per video basis. Per request, each video is rounded up to...

  209. How can I get rid of the invalid token yellow bar that I see at the top of my page in Vidyard?

    Overview You may see the following message at the top of the screen in one of your Vidyard groups:...

  210. How do I delete a player?

    Solution When logging into Vidyard, the Dashboard with the players will be visible. While hovering over a player, there...

  211. Why aren't my default events appearing on my players?

    Overview Default events are added to all players within a certain group. Default events may not appear due to...

  212. Why is my form's iframe incorrectly displaying a blank grey page when viewed?

    Overview Using the HTML editor, you are able to add the source code of your form or any page...

  213. How do I get my auth token to make API calls?

    Answer The Auth tokens can be found on the integrations page. The tokens are associated with the permissions of...

  214. Why am I getting access denied messages on my own videos?

    Solution Ensure that there is no security enabled on the player. Here are some ways that the player could...

  215. How can I filter Analytics so that it only shows data for my Video Hub?

    Overview You can use a Vidyard video hub to display all of your group's content without the need to...

  216. Can I export analytics graphs for a player?

    Solution Currently, only raw analytics data for a player in the form of a CSV/Excel report can be exported....

  217. Why does it say “Not a valid IP Range” when I try to filter out an IP in Player Insights?

    Overview There is an ability to include or exclude IP whitelist addresses or ranges in the Player Insights section...

  218. Can I add an event while the audio still continues to play?

    Overview  When a fullscreen event is added to a video, the audio/video pauses at the start of the event. ...

  219. Can the group's player settings be copied and used for another group?

    Answer The default player settings (autoplay, sharing page, mute by default etc) is specific to each group currently cannot...

  220. Does multi-track audio work in IE11?

    Overview Multi-track audio is a function that allows the video to have two or more audio tracks that can...

  221. How do I disable captions on a player I sent out?

    Solution To disable captions on a player please follow the steps below: Click Content Click Players Find the player...

  222. Why do I get the "an error occurred while accepting the invitation" error when trying to accept an invite?

    Solution When being invited to Vidyard and GoVideo Enterprise, an invitation gets sent out. If this has already been...

  223. Do I need special admin access to be able to upload a video?

    Solution In order to be able to create new players, the user must have the Create Players permission. This...

  224. SEO in Vidyard: an overview

    Search Engine Optimization or SEO can be defined as the process to increase the online visibility of web pages...

  225. How can I tell how many people dropped off after a form was filled in?

    Overview One interesting piece of information that can be accessed in Vidyard is the number of people that dropped...

  226. Why can't I find a player that belongs to my organization?

    Overview Someone may have provided a URL or a UUID of a player to you, but you can't see...

  227. Is it possible to search videos/players via tags?

    Overview Vidyard provides the ability to tag videos and players. This allows for a keyword association to multiple pieces of...

  228. How can I force the player to play the video at 1080p?

    Answer On a page, a Vidyard player can be forced to playback at 1080p quality by adding a query...

  229. How to solve the error "Unable to release player because the organization does not have the following features enabled: Transcriptions"

    Overview When transferring a player to another group, the following error may appear: Unable to release player because the...

  230. How can I change date ranges in a report?

    Solution  1. Go to Insights > Reports 2. Click Export on the type of Report you'd like to run. 3....

  231. How do I secure video in different use cases?

    Overview Vidyard offers an ability to secure videos so that only the people that you intend to watch the...

  232. Can I add transcriptions to my GoVideo recordings?

    Solution Video transcriptions and closed captioning are not supported on GoVideo-recorded content. If you are a GoVideo Enterprise user,...

  233. How do I download a player thumbnail to edit it?

    Overview The thubmanil that has been set on the player may need to be edited outside of the Vidyard...

  234. How do I add Javascript to my Hub or Sharing Page design?

    In order to add Javascript to your Hub or Sharing Page, you will need to provide the code to...

  235. How can I have a button annotation appear at multiple timecodes/places throughout my player?

    A player can contain multiple annotations that display throughout it's videos. There are no limits to the number of...

  236. How do I create an invisible annotation that jumps to a time in the video?

    Overview Annotations within Events have full HTML/CSS/JS capability. By using the Player API, it's possible to program annotations that...

  237. How do I add a download button to a Sharing Page?

    To add a download button to a Sharing Page, first go to the group that has the sharing page...

  238. Is there any way to export a list of Player UUIDs from a subgroup?

    Solution Running the Player Breakdown report will give this information. To get this report:  Navigate to the Dashboard.  Go...

  239. What is the frame rate for re-encoded videos in the Vidyard Platform and uploaded Vidyard GoVideo recordings?

    After uploading a video to the Vidyard platform, the re-encoded video will have the same frame rate as the...

  240. Is there a way to connect Vidyard with my HubSpot calendar?

    You can add your Hubspot calendar to a Vidyard player as an event by following these steps: 1. Go...

  241. Can I add voice-overs to videos in the Vidyard Platform?

    Adding voiceovers to videos in the Vidyard Platform will require the video to be downloaded then edited by video...

  242. Why can't I Delete some Players/Videos in the Parent Group?

    Overview When logged into the parent group, content that is displayed is from all subgroups' players/videos on the Content...

  243. How do I stop my videos from auto-playing?

    There may be an autoplay query string in your embed code. Please refer to this article regarding autoplay.

  244. Why can't I see the JSON LD (LD+JSON) object in the page head after installing the SEO Metatag feature?

    If the SEO Metatags feature is installed in your group and you cannot see the SEO object loading, please...

  245. How is the Average Percentage Watched worked out on reports?

    Average Percentage Watched is worked out wth a calculation of the number of seconds watched, divided by the number...

  246. How do I create the best user experience for the Compact Audio Player?

    The Compact Audio Player will allow you to display an audio file, without showing the equalizer or splash-screen throughout...

  247. How do I add a Survey Monkey form as an event?

    This can be achieved by grabbing the embedded code of the Survey Monkey form and then posting it in...

  248. Why are there duplicate players in my account?

    The Vidyard GoVideo app within Gmail or Outlook will insert a video or number of videos into the email...

  249. Why am I seeing punctuation and grammar problems with my captions?

    Vidyard will automatically add captions to your uploaded videos, free of charge. We use machine-based transcribing for this purpose...

  250. Why can't I download my Caption using the GET Video Caption API call?

    You are using the  Video Caption API call from Vidyard.  When c licking the download link (srt_download_url), it will...

  251. Is there a way to turn down the Music Volume but not the Voice Volume in an Uploaded Video?

    In an uploaded video, Vidyard will not be able to adjust the music to voice volume ratio.  You will...

  252. Why don't I see an Event appear from a GoVideo player email?

    There is often confusion about Players vs Videos and Events. An Event is created for a single player, unless...

  253. Why do I get an invalid content-type error when using the Dashboard API.

    You are using one of the Dashboard API calls such as one for the Video Caption. You get the...

  254. We can download captions in SRT, VTT, or Text format. Does that mean we can upload in these formats and it will work?

    When uploading captions, SRT and VTT are the only file formats allowed. Other formats like text will not be...

  255. Why does my HubSpot form look different on Microsoft Edge?

    Solution While designing a form, the process may require the refresh of the browser. If changes are made on...

  256. As a Vidyard GoVideo user, why am I not an Administrator in my group?

    By default, Vidyard GoVideo users do not have an Admin role set in their Personal Account. There will be...

  257. How do I change the size and location of annotation events?

    Solution You can achieve this in the Annotation Style edit page.  To access the page in the Vidyard Platform...

  258. How do I remove all of the extra splash screens from the library?

    There is not a way to delete the splash screens generated by Vidyard.  However , any splash screens that...

  259. How do I delete unused videos?

    To define 'unused videos', these are the videos that are not currently being used by any players.  To delete...

  260. How do I delete a report?

    To delete a previously ran report: 1. Insights 2. Reports 3. All Reports Tab 4. Actions drop down 5. Delete ...

  261. Is it possible to see URLs of where a video is embedded through Vidyard analytics?

    Solution  No, this is not a function of the Player Analytics. There is the option to run a report...

  262. I've changed a player thumbnail. Why am I finding that when inserting the same video in my email, the thumbnail has not changed?

    This can occur if you have changed a Vidyard player splash screen instead of a  video thumbnail .  Vidyard...

  263. How do I move the player title to below the player on a sharing page?

    There are no layout repositioning options for Branded Sharing Pages, although Vidyard Support can add some jQuery code to...

  264. How do I pass the player UUID into one of my Marketo form fields?

    Solution When using a Marketo Event in Vidyard, there are fields that can be passed to Marketo. When adding...

  265. If I delete the last video in a player, will that also delete the player?

    When you go to Content > Videos and delete the last video in a player, that player will not...

  266. How can I keep my player in Full-Screen Mode and on Loop when it reaches the final video in the player

    When the last video in a player ends, you might want the player to loop to the first video...

  267. How can I open a Responsive Lightbox Embed with a button instead of an image?

    The sample code below will show you how to use the open the responsive lightbox embed with a button. ...

  268. Does Vidyard require Public or Internal IP addresses for Whitelisting?

    IP ranges are listed in a number of places in the Vidyard platform, such as Report filters and Group...

  269. Why is the Annotation Event Designer showing an incorrect player size?

    When designing an annotation, you may notice that the Dimensions are set to something other than the size of...

  270. How do I add buttons which will skip a video backwards or forward by 10 seconds?

    By default, the Vidyard player does not have the option to include buttons that skip forward and backwards. You...

  271. How to add a link to a web asset at the end of my video?

    It is possible to create a post-roll Event that will display a hyperlink to a website or file at...

  272. Where has the Export to Spreadsheet button gone on the Player Insights page?

    The Export to Spreadsheet functionality has been removed from the Player Insights page and is now part of the...

  273. Why aren't emails from my lead capture form (email gate) appearing as identified viewers in Vidyard?

    Overview Form IDs ensure that the information viewers provide through lead capture forms (email gates) become associated with identified...

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