Overview
If videos in your Innform courses are buffering, stopping mid-play, or not loading properly, this guide will help you identify and resolve the issue. Please work through the steps below before contacting support.
Video stops or buffers in the middle of playback
This is the most common video issue and is usually caused by one of the following:
1. Internet connection
Even if your connection seems fine for general browsing, video streaming requires a stable and consistent connection. Try the following:
Test your connection speed at fast.com — we recommend at least 5 Mbps for smooth video playback
Switch from Wi-Fi to a wired connection if possible
Move closer to your Wi-Fi router
Ask other users on the same network to pause any large downloads or video calls
2. Video file size and compression
Large or uncompressed video files are the most common cause of buffering and mid-play stops. Innform recommends:
Format: MP4 (H.264 codec)
Resolution: 1080p maximum — 720p is usually sufficient and loads faster
File size: Keep videos under 500MB where possible. Larger files will buffer on slower connections.
Bitrate: Aim for 2–5 Mbps for most training videos
If your videos were already compressed but are still buffering, try re-exporting at a lower resolution or bitrate using a tool like HandBrake (free) or your video editing software.
3. Browser cache
A full or corrupted browser cache can sometimes cause video playback issues. Try:
Clearing your browser cache and cookies
Opening the course in a private/incognito window
Trying a different browser (Chrome or Firefox recommended)
Using Innform on iPads or mobile devices
Innform works on iPads and mobile devices through both the native app and the browser — both use the same web-based experience underneath, so switching between the app and Safari will not make a difference to video playback performance.
If you are experiencing video issues specifically on iPads:
Make sure your iPad's iOS is up to date
Try using Safari — it tends to handle video streaming best on iOS devices
Check that Low Power Mode is not enabled, as this can affect video performance
If you are on a shared network (e.g. a hotel, venue or office Wi-Fi), bandwidth may be shared across many devices — try at a different time or on a personal hotspot to test
Only some videos are affected
If the issue only occurs with specific videos but not others, the problem is almost certainly with those video files themselves rather than the device or connection. Check:
Are the affected videos significantly larger than the ones that work?
Were they exported from a different source or software?
Try re-compressing and re-uploading just those files
Still having issues?
If you have worked through the steps above and videos are still not playing correctly, please contact our support team at hi@innform.io with the following information so we can investigate quickly:
Which specific videos or courses are affected
Video format and approximate file size
Device type and operating system (e.g. iPad, iOS 17)
Browser or app being used
Your internet connection type (Wi-Fi, mobile data, etc.)
A screen recording of the issue if possible
Our team will investigate and get back to you as quickly as possible.