> ## Documentation Index
> Fetch the complete documentation index at: https://docs.dfine.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Playback and processing

> Fixes for a stream that will not play, and for files that are still processing or will not preview.

Pick your product. The viewer side of streaming and the file preview in review have different fixes.

<Tabs>
  <Tab title="Streaming Classic">
    <AccordionGroup>
      <Accordion title="The stream is currently offline." icon="tv-minimal">
        The encoder is not publishing yet. Wait for the stream owner to go live, then refresh.
      </Accordion>

      <Accordion title="Your local connection to the server was lost." icon="wifi-off">
        Your connection dropped. Refresh the browser or rejoin the stream, and check your network.
      </Accordion>

      <Accordion title="The picture will not play" icon="circle-x">
        Use the latest Chrome or Safari on desktop or mobile, and check your connection.
      </Accordion>
    </AccordionGroup>
  </Tab>

  <Tab title="Review">
    <AccordionGroup>
      <Accordion title="My file is still processing" icon="loader">
        After upload we prepare an optimised version. You see **"Preparing your video for processing."** and then a progress display. Give it a moment, then refresh.
      </Accordion>

      <Accordion title="The video could not be optimized, but is available for download as original." icon="triangle-alert">
        The optimised copy failed, but your original is safe. Download the original to view it, or upload a re-encoded MP4 (H.264). Contact support if it keeps failing.
      </Accordion>

      <Accordion title="Media playback failed. Reloading page." icon="rotate-ccw">
        A network or codec hiccup interrupted playback. Let the page reload, check your connection, and try the latest Chrome or Safari.
      </Accordion>

      <Accordion title="The audio will not play" icon="volume-x">
        Some audio codecs do not play in every browser. If you see a decode error, download the file, or re-encode the audio as MP3, AAC, WAV or FLAC, which play everywhere.
      </Accordion>

      <Accordion title="The file only offers a download" icon="download">
        Some formats, such as PSD, camera RAW and office files, are stored for download rather than browser preview. Download the file to view it locally. See [Compatibility](/en/compatibility).
      </Accordion>
    </AccordionGroup>
  </Tab>
</Tabs>

<Card title="Still stuck?" icon="life-buoy" href="mailto:support@dfine.io">
  Write to [support@dfine.io](mailto:support@dfine.io) and we will help you out.
</Card>