If you do not yet have an active Video Streaming service then you will want to start a subscription or permanent plan to have access to watch videos within your FOREVER Storage account. If your account does have an active streaming plan, but you still receive "Playback Unavailable", then this may be due to how your video was initially recorded.
What is happening with my video?
Some video files may not play in FOREVER due to differences in how videos are encoded to a particular digital format. Videos can be saved in various formats, and each format uses different methods to store and compress the video data - these methods are known as "codecs." The current Permanent Storage system supports certain video codecs that are commonly used and widely compatible, but unfortunately not all video formats combined with certain codecs are yet supported so you might see playback errors.
Here at FOREVER we’re constantly working to improve compatibility with ever-evolving changes in technology, and appreciate your understanding as we continue to refine the system!
Alternatives for why your video might not play include the video being corrupted, it has the video file extension but is actually another file type (like a photo or document), or there's a missing source from when it was edited.
How can I fix this?
- Check your device's internet connection. You can search online for "internet speed test" or use something like this site to check it. Make sure you have a high download speed for the video to be able to play, usually over 50 Mbps for best viewing experience.
- Verify your account has an active Video Streaming plan. If your account's streaming recently ended, it will not let you play videos directly in your account until you start a new plan. The easiest way to check this is by going to your Account Settings into the Preferences tab and scroll down to check if you have the option for "Optimize Original Video". If you do not see this option, it means your account cannot play videos at this time, so you will want to start a new Video Streaming plan or download the video for free to watch it on your device. If the Optimize option is here, it means your account has an active Video Streaming plan so you can play videos in your account (to note, it doesn't matter if this option is On or Off).
- Try viewing the video in another web browser. We currently recommend Chrome or Firefox as they work well with our website and, although it can be used, we do not recommend Safari. If your device does not have another web browser for you to try, you can instead clear the cache and cookies from your web browser then try viewing the video(s) in your account again.
- Download the video and attempt to play it on your device locally. If the video is unable to play or shows the same visuals as what's in your account it means that is tied to the file itself. If you are able to view the video fine when downloaded, there is usually something else happening then once it's uploaded to the site. Please contact FOREVER Client Care by sending a share link to the video(s) as well as details of what you're experiencing to support@forever.com so we can further assist in troubleshooting.
What if I'm still having issues?
If you're encountering issues with video playback (like shown in the photo above), it’s likely because the video you've uploaded uses a codec that isn’t supported by our system at this time. Converting the video to a more widely supported format (like MP4 using the H.264 codec) should allow it to play correctly. If you do not have a desktop software to be able to edit and save it in another format, then you can search online for "video converter" or something similar to use a free online system.
If your video is corrupt, this would have happened during the creation or transfer process. You can tell this is the case if the video won't play when downloaded, plays only partially, shows distorted visuals with glitches or pixilation, has audio lag or desynchronization, or jump cuts where it suddenly skips forwards or backwards. This could have been caused by an interruption during the transfer process (such as losing internet when trying to upload, or disconnecting the device before the video had moved fully), if the capture device's memory was too full, or if the capture device/mobile/computer itself was damaged or corrupt in some way. Unfortunately, this is tied to the video itself and is typically not able to be recovered. You would need the original, correct file to try and reupload.
Sometimes a file will have a wrong extension (this is the short string of characters after the file name to tell the computer what file type it should be, such as .mp4 or .jpg) so the system fills in what it thinks the file type should be. Unfortunately this isn't always accurate, meaning a photo or document that needs .png or .pdf received a video extension such as .mov which affects how the device/site is told to display it. Think of a recipe with only an ingredient list, no instructions. You can check this by downloading the file and attempting to play it on your device; there would be an error message such as "invalid file format" to let you know it has the wrong extension. In this instance, you can use an Exiftool reader to find out what the original file type is supposed to be.
Still running into issues playing videos in your FOREVER account? You can reach out to Client Care by using the chat system on our website, emailing support@forever.com, or by calling 1-888-FOREVER (367-3837).