Why Videos Buffer

Buffering and stuttering during playback usually come down to one of three things: your internet connection, your browser, or the video still processing in the background. Here's how to work through each one quickly.

Step 1. Check if the video is still processing

If a video was recently uploaded or edited, it may still be converting in the background. MarketScale compresses videos for smooth web playback, and this can take a few minutes, or longer for large files. A video that looks "ready" may still be mid-conversion, which can cause choppy or interrupted playback.

What to do: Wait a few minutes and refresh the page. If you see a spinning "Media Conversion in Progress" indicator, the video isn't ready yet, check back in 10–15 minutes. If it's been several hours, let us know in chat and we'll restart the conversion.

Step 2. Check your internet connection

Video playback requires a stable, reasonably fast connection. If your bandwidth is low or inconsistent, the video will pause frequently to catch up.

Step 3. Try browser fixes

Your browser can get in the way of smooth playback even when your connection is fine.

Step 4. Check if it's only one specific video

If other videos play fine but one particular video keeps buffering, the issue is likely with that file rather than your connection or browser. This can happen when a file's conversion stalled partway through, leaving an incomplete or corrupted version.

What to do: reach out to your MarketScale lead and share the video's URL along with your device and browser. We can re-process the file on our end, it's usually a quick fix.

Still Stuck?

If you've tried all of the above and the video is still buffering, reach out via your MarketScale lead with:

We'll take it from there.

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