When Publitio is unable to play the video and your video doesn't work well ( no sound, problem with HLS video, video cuts…), before contacting the support team you can try to re-convert the file version.
To reconvert the file version you need to follow these steps:
1. Go to your file by clicking on the Eye icon of the file.
2. Scroll down and find versions of your file. You will see the filter button ( if you upload mp4 file - mark mp4 version if you upload hls file - mark m3u8… )
3. Now you will see a Reconvert (cog icon) on the right. If you click on it, we will recreate that version from the original file.
You can also delete the version and our system will create the version again on request via URL.
Please note: Best to use this option with caution and only on versions with Failed status. If the version is having Creating (new) status, it is only a matter of time when the transformation will be completed (or failed) - by initiating reconversion a new job will be added to the end of the queue, making it even longer till the version is ready for use.