Troubleshooting Video Playback Issues in vEvidence

Step-by-Step Troubleshooting

1. Confirm Browser Compatibility

vEvidence supports the latest versions of Chrome, Firefox, and Edge. Internet Explorer is not supported.

• Ensure you are using an up-to-date, supported web browser.
• Try opening the video in an incognito/private window to rule out browser extension conflicts.

2. Check Permissions

• Double-check you are logged into vEvidence with appropriate permissions for the case and video.
• If prompted, request access from your agency’s vEvidence administrator.

3. Clear Browser Cache

• Sometimes, cached data can prevent videos from loading. Try clearing your browser cache and reloading vEvidence.

4. Test on an Alternate Device or Network

• Attempt to play the video on a different computer or device.
• If successful, the issue may be related to your workstation or network.

5. Verify Network/Firewall Settings

• Agency networks may restrict video streaming or large file transfers.
• Contact your IT department to ensure vEvidence URLs are not blocked and that streaming is permitted.

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Advanced Support

If steps above do not resolve the issue:

• Note the Case Number and Video ID (found in vEvidence under the details panel).
• Take a screenshot of the error or blank screen if possible.
• Email Versaterm Support at [e-mail] or submit a request through your agency’s support portal.

Include the following information:

• Case Number and Video ID
• Date/Time of attempted playback
• Browser and version
• Any error messages

A Versaterm Product Support technician will investigate, which may include:

• Checking video file integrity and re-encoding if necessary
• Reviewing user permissions and logs
• Coordinating with your agency’s IT for environment-related issues

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Frequently Asked Questions

Q: Can I download the video to play it locally?
A: This depends on your agency’s policy and your permission level. Please contact your evidence administrator.

Q: Does vEvidence work on mobile devices?
A: Video playback is supported on most modern tablets and smartphones using Chrome or Firefox. Some restrictions may apply for large files and cellular networks.

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Need More Help?

If you continue to experience issues, please contact Versaterm Support through your standard helpdesk email or the Support Portal. Please provide as much detail as possible to expedite your request.