Troubleshoot media playback

CareMap shows uploaded images, audio, and video, plus supported YouTube and Vimeo videos. Use the visible status and source message to choose a recovery. For spoken Guide narration or cloud voices, see Troubleshoot Guide speech.

Try the visible recovery first

1. Read the message near the media. If it says the content is Processing or not available yet, allow time for preparation, then refresh or reopen the item. Do not upload a duplicate while processing is active.
2. If CareMap says Automatic playback was blocked, press the video's play control. Browsers and devices may require a direct action before playback.
3. For silent audio or video, unmute the player, raise the device volume, and check the selected speaker, headphones, or hearing device.
4. Confirm that you are online, then refresh after reconnecting.
5. If playback works in the web app but not the desktop or mobile app, update that app and use the web app temporarily.

Provider videos

YouTube and Vimeo always require an internet connection, including in a Guide prepared for offline use. A provider may report that a video is private, removed, password protected, invalid, or blocked from embedded playback.

Use Open on YouTube or Open on Vimeo when CareMap offers it. If the video plays on the provider but not inside CareMap, ask the author to check its privacy and embedding settings or choose another source.

Prepared offline Guides

For uploaded media in an offline Guide, return to Library and use Refresh offline when its package is Partial, Offline stale, or Offline failed. Use Prepare offline if it is not saved on this device.

If you can edit the content

In Guide or Course authoring, preview the media before others use it.

• Wait while Uploading or Processing is shown.
• For Failed or missing media, use Upload replacement, Replace, or the available source picker.
• Choose a format offered by the picker and keep most authoring media uploads at or below 50 MB per file.
• For provider video, enter a valid supported link and confirm that its owner allows embedded playback.

With read-only access, send the visible message to the content owner or a workspace manager.

If playback still fails

Record the platform, content name, media type, visible message, connection or offline state, and whether playback works in the web or provider app. Share those details with your administrator or CareMap support. Do not send private care content or temporary media links through an unapproved channel.