If the video is blurry, the sound is distorted or you're having an issue with the video or audio of a video you uploaded, it may due to a feature the Chrome browser has for computers without a graphical card.
If you're more tech-savvy, you can follow the instructions below, or send this article to your IT team so they can help. The feature can be disabled by doing the following:
- Go to this webpage: chrome://flags/ (Just copy and paste it into your browser as if it were a normal webpage.)
- You'll see a search bar at the top – click on it and search for "Hardware-accelerated video decode" (without the quotation marks).
- The option "Hardware-accelerated video decode" should appear with a blue "Enabled" tab on the right. Click on the blue tab and select "Disabled".
- It will then ask you to relaunch the browser to apply this change. Click the "Relaunch Now" button at the bottom.
- Done! Now please check if the video is working when using Chrome.
Please note that this particular issue only applies to Chrome browsers.
If this doesn't solve the issue, don't hesitate to contact us at firstname.lastname@example.org and we'll be happy to help. When you write to us, please follow these steps:
- Visit chrome://gpu/
- You'll see lots of information here – don't worry. Click on "Copy Report to Clipboard."
- Send us what you just copied to the clipboard and let us know which device you use.