# Media Loading Failed

{% hint style="danger" %}
Media loading has failed.
{% endhint %}

This post explains the causes of situations where you attempt to play, use, or edit a video file in the PRISM app, but the app fails to load the file properly. It also provides guidance on how to resolve the issue.

***

## 1. Background of Errors

Video files prepared in either of the following ways may encounter issues during the loading process:

* **Video files created by recording or editing within the PRISM app.**
* **Video files obtained from external sources, regardless of the PRISM app.**

Users can create and save video files using the PRISM app’s live streaming, video recording, and video editing functions.

However, there are cases where videos created within the PRISM app cannot be loaded back into the app. Additionally, videos downloaded from the internet or created using other apps on the device may also fail to load properly in the PRISM app.

<figure><img src="/files/KffENMeoyaH7u3cGhLVH" alt=""><figcaption></figcaption></figure>

***

## 2. Causes of Errors

This loading issue can occur due to various reasons, including:

* **Files created in an incorrect format that does not comply with encoding standards (this accounts for the majority of errors, as videos are created in many different ways).**
* **Videos that are valid but cannot be processed by the device’s decoder.**
* **Insufficient memory on the smartphone.**
* **Failure to generate video thumbnails.**
* **Files that do not actually exist on the smartphone.**
* **Files with missing or corrupted data.**
* **Unknown causes.**

Although we’ve listed seven possible causes, there are many more that we may not have identified. Each issue can be further categorized into different sub-causes, making it challenging to pinpoint and resolve every problem.

Furthermore, replicating the exact conditions that lead to an error is often difficult, as many issues arise from specific interactions between a video file and the smartphone’s decoder.

Over time, we have analyzed and addressed various media loading failures. However, there are still errors we have not yet been able to fix. We sincerely apologize for any inconvenience and will continue working to resolve these issues.

***

## 3. How to Resolve Errors

If you experience this issue, you can try the following solutions:

**(1) Restart your smartphone**

Your device’s decoder may be in use by another app or experiencing an unknown error. Completely power off your smartphone, turn it back on, launch the PRISM app, and then try recording or reloading the video file again.

**(2) Re-encode the video**

As mentioned earlier, many files are created in formats that do not comply with encoding standards. However, re-encoding the file may allow it to load properly in the PRISM app.

Try opening the video using the default gallery app on your smartphone, making minor edits, and saving it again. Minor changes could include trimming the playback time or adjusting the color tone. During this process, the video is re-encoded and saved as a new file.

If the video does not load even in your smartphone’s default gallery app, this likely indicates a major issue with the file itself.


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://guide.prismlive.com/mobile/guides/error-solution/streaming/media-loading-failed.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.