How to resolve issues with video playback in onboarding

How to resolve issues with video playback in onboarding

Resolve Issues with Video Playback in Onboarding

The Onboarding › Video section allows you to add engaging video content to welcome attendees when they first access your event. When videos don't play smoothly or fail to load, it can prevent attendees from completing the onboarding process and accessing your event. This guide will help you identify and fix common video playback issues.

When to use

  • When attendees report videos not playing during onboarding
  • When videos stutter, buffer frequently, or play inconsistently
  • When mobile app users can't view onboarding videos
  • When testing your onboarding flow before an event launch
You must have System Administrator or Event Manager permissions to modify onboarding video settings.

How to do it

    Log in to your Cadence Admin account.
    Navigate to your event dashboard.
    Select "Onboarding" from the left sidebar menu.
    Click on the "Video" tab at the top of the page.
    Verify that "Add Video to Onboarding" is checked.
    Check your video file format and size.
For optimal performance, use MP4 format and keep videos under 100MB.
    Ensure you've uploaded the video directly to Cadence.
Video materials added via embedded code, YouTube or Vimeo URL are not supported on mobile apps for playback within onboarding.
    Enable HLS for smoother video playback if you have an @eventcadence.com account.
HLS (HTTP Live Streaming) adapts video quality based on the viewer's connection speed, providing better performance on mobile devices.
    Re-upload your video if it's still not playing correctly.
    Compress your video to a smaller file size if it's over 100MB.
    Test the video by resetting onboarding for a test user account.
    Verify playback on both web browsers and mobile devices.

Troubleshooting

If attendees still report video playback issues:
  • Ensure attendees have the latest version of the Cadence mobile app (v2.7.414+ for Android, v2.7.393+ for iOS)
  • Check that attendees have adequate network connectivity
  • Verify the video doesn't contain unsupported features like embedded links
  • Consider removing the video temporarily if it's blocking attendees from completing onboarding