Video Won't Play

Video playback issues come in three flavors: black screen, buffering, and "video unavailable." Here's how to fix each.

Black screen

The video player shows a black rectangle and nothing happens.

Most common cause: browser/extension blocking video playback.

Fixes:

1. Disable browser extensions — especially ad blockers, tracker blockers, and Brave Shields. Try in incognito mode (extensions are off by default).
2. Update your browser — old browsers can have video codec issues.
3. Try a different browser — Chrome, Firefox, Safari all should work.
4. Check that the video has finished processing — newly uploaded videos take a few minutes to encode. The post may show as available but the actual video isn't ready yet. Wait 5 minutes and refresh.

Buffering / constant loading

The video starts but stalls every few seconds, or shows a loading spinner indefinitely.

Most common cause: slow internet connection.

Fixes:

1. Switch to a faster connection — move from cellular to Wi-Fi if possible.
2. Lower the video quality — tap the gear icon in the player and pick a lower resolution.
3. Pause and let it pre-load — pause for 30 seconds, then play.
4. Test your internet speed — fast.com or speedtest.net. If you're below 5 Mbps for 720p, you'll struggle.
5. Try a different time — peak hours sometimes overload your ISP.

"Video unavailable" or 404

The video player shows an error message instead of the video.

Possible causes:

• The creator deleted the post.
• Fansit removed the content for a policy violation.
• Your subscription expired (for subscriber-only content).
• You haven't unlocked the PPV.

Fixes:

• For deleted/removed content, the video is genuinely gone. If you'd already paid for PPV access, check your Profile → Purchases — your access should still be there.
• For subscription content, check your active subscriptions. Re-subscribe if needed.
• For PPV, unlock it.

Live stream issues

For live streams specifically:

• Stream stuttering: lower quality from gear icon.
• No audio: check device volume + that the stream isn't muted (tap the speaker icon).
• Stream froze but timer keeps going: refresh the page.
• Stream ended unexpectedly: the creator may have lost connection. Check their profile for an announcement.

Mobile-specific issues

• App crashes during playback: force-quit the app and reopen. Update to the latest version.
• Background playback: some videos stop when you switch apps. This is intentional for some content types.
• Cellular data limit: large videos consume a lot of data. Switch to Wi-Fi if you're on a metered plan.

Audio-only or audio out of sync

• Audio without video: browser might be hardware-acceleration-disabled. Re-enable in browser settings.
• Audio/video out of sync: refresh the page. Force-reload (Ctrl+Shift+R / Cmd+Shift+R).

Report a broken video

If a specific video is broken across multiple browsers/devices:

• For the fan: report the video using the More icon → Report → Technical issue. We'll investigate.
• For the creator: check the post's analytics. If you see "Encoding error," re-upload the video.

Persistent issues

If videos consistently fail to play across multiple posts and creators:

1. Check your network for content blocking — corporate Wi-Fi, school networks, and some VPNs block adult-platform video CDNs.
2. Try from a different network.
3. Email support@fansit.com with details — your IP region, browser, sample post URL where playback fails.

What we can do server-side

If a video is genuinely broken (encoding error, missing file), we can:

• Re-encode the video.
• Restore it from backup if recently deleted.
• Refund unlocked PPV as FanBucks credit if the video can't be recovered.

Email support@fansit.com with the post URL and we'll investigate within 1-2 business days.