The video will not play EN

What to check on your side before reporting it.

If a recording won't play, it's almost always one of a few things: it's still processing, you don't have access to it, or something about how it was recorded left it black. Work through these before reporting a bug.

The recording is still processing

Right after a recording is stopped, Rekorder still needs to finish uploading it and convert it into a shareable video. While that's happening, the video page shows a message in place of the player instead of the video itself. The page checks automatically and reloads on its own once the recording is ready - you don't need to refresh it.

If this message has been showing for far longer than the recording's own length, see It has been "processing" for a long time and Why editing, sharing and captions wait for processing.

You don't have access to this recording

If the page loads but nothing plays, or you land on an error instead of the video, check who's allowed to open it:

Private recordings only open for the owner (and teammates in the same workspace, if it has two or more active members).
Specific people recordings only open for the exact email addresses invited, and only when that person is signed in with that address.
Anyone with the link opens for anyone who has the URL.

See Private, specific people, or anyone with the link and A viewer says the link does not work for how to fix a mismatched access level or address.

If the recording was deleted, its link stops working for everyone, including the owner, and this can't be undone. See Can I recover a deleted recording?.

The video plays but the screen is black

You recorded copy-protected content, such as a streaming service. Browsers block screen capture of that kind of video, so it shows as a black rectangle in the recording itself, not just in the thumbnail. This isn't specific to Rekorder - it happens with any screen recorder.
You recorded in Camera only mode with no working camera. If the camera was unavailable and you chose to continue anyway, the video shows a dark frame with the message "Camera unavailable" instead of your picture. See Camera or microphone unavailable and Record just your camera, with no screen.

If only the paused preview image looks black or wrong, but the video plays fine once you press play, that's a separate issue - see The thumbnail is black or wrong.

You pasted the link somewhere else

A Rekorder recording link isn't a direct link to a video file, and it can't be embedded in another site or player. Rekorder checks who's watching before it sends the video, so pasting the link into an iframe, an embed block, or a downloader won't work. Open the link directly in a browser instead. See Why a recording link is not a direct file link and Can I embed a recording somewhere else?.

Troubleshooting

Reload the video page. A one-off loading error often clears on refresh.
Try another browser or device. The Rekorder website plays back in any browser, so if it fails everywhere for you but works for someone else, the problem is more likely with your connection, browser extensions, or a strict network/firewall than with the recording.
Keeps buffering or stalling partway through. This points to a slow or unstable internet connection rather than the recording itself - try a wired or stronger connection.
You just finished editing it. If you rendered changes in the editor and the video won't play afterwards, the render may have failed or still be running. See A render failed or never finished.

Contact support

If you've ruled out the above and the video still won't play, contact support. Include:

A link to the recording, or its title.
What you see instead of the video (a blank player, an error message, endless buffering, and so on).
The browser and device you're using.
A log file, if you can reproduce the issue with logging turned on. See Turn on logging and send a log file to support.

See How do I contact support? and How do I report a bug from inside the app?.