--- title: "Video playback problems: black screen, no sound, stuttering or stopping" description: Black screen on the TV, no sound, or the video stutters, freezes or stops? How to fix video playback problems in Motiview on tablet and Windows. --- [Skip to content](https://help.motitech.co/en/knowledge/video-playback-problems#main-content) - [English](https://help.motitech.co/en/knowledge/video-playback-problems) - [Norsk – Norge](https://help.motitech.co/no-no/knowledge/problemer-med-avspilling) English Show submenu for translations Open main navigation Close main navigation - - [English](https://help.motitech.co/en/knowledge/video-playback-problems) - [Norsk – Norge](https://help.motitech.co/no-no/knowledge/problemer-med-avspilling) English Show submenu for translations How can we help you? - There are no suggestions because the search field is empty. 1. [Help Center](https://help.motitech.co/en/knowledge?hsLang=en) 2. [Troubleshooting](https://help.motitech.co/en/knowledge/troubleshooting?hsLang=en) # Video playback problems: black screen, no sound, stuttering or stopping ## What to do if the TV screen is black, there is no sound, or the video stutters, freezes or stops Here is what you can do if the TV is black, there is no sound, or the video stutters or stops. ### Try this first 1. Close the video and tap **Play video** again. 2. Check that the device is connected to the internet, or download the video before you play it. 3. Restart Motiview. If that doesn't help, restart the device. 4. Update Motiview to the latest version. Updates often fix playback problems. See [How do I update Motiview?](https://help.motitech.co/en/knowledge/how-do-i-update-motiview?hsLang=en) ### Black screen on the TV, but you can hear sound or music The music plays separately in the app. That's why you can hear music even when the video isn't showing on the TV. #### On a tablet (Android or iPad) - When you tap **Play video** with the TV connected, it can take a few seconds before the video appears. - If the TV stays black, tap **Close video** on the tablet and then **Play video** again. If you have unplugged and reconnected the cable, you also need to tap **Play video** again. - Try duplicate mode: Go to **More** → **App settings** → **Dual Screen Playback Mode** and choose **Duplicated**. The video is then shown on both the tablet and the TV. - Check that the cable and adapter are firmly connected, and that the TV is set to the right input (HDMI). #### On a Windows PC - The video is shown fullscreen on the screen where the Motiview window is. Press **Windows key + P** and choose **Duplicate**. Or choose **Extend** and move the Motiview window to the TV before you start the video. - Switch video player: Go to **More** → **App settings** → **Video player** and choose the other player (**Default player** or **Hardware-accelerated player**). The change applies from the next video you open. ### No sound - **The music takes over the sound.** While a song is playing, the video's own sound is turned off. Between songs, the video sound is at half volume. If you only want the video's sound, stop the music with the stop button (■) in the music panel. - **Volume is controlled outside the app.** Motiview has no volume control of its own. Turn up the sound on the TV, speaker, PC or tablet, and check that it isn't muted. - **The sound goes where the device sends it.** With an HDMI cable, the sound usually goes to the TV. On Windows, you can click the speaker icon at the bottom right and choose the TV as the sound output. - **Pauses between songs are normal.** The music licence requires pauses between songs. The music panel then shows *Next song in … seconds*. ### The video stutters, stops or doesn't load - **Download the video.** Videos that aren't downloaded are streamed from the internet, and can stutter or stop if the connection is slow or unstable. Tap **Download** on the video. Downloaded videos always play from the device, without internet. - **Close and restart the video** if it has stopped. - **Use a cable to the TV.** Wireless connections to the TV, such as AirPlay or screen sharing, can stutter. An HDMI cable gives the best result. - **On Windows:** Switch video player as described above. - **Without internet** you can only play videos that are downloaded. Other videos are greyed out. - If the PC is slow in general, see [Slow PC or tablet](https://help.motitech.co/en/knowledge/my-computer-is-slow?hsLang=en). ### Error messages | Message | What to do | | --- | --- | | Video playback failed | Shown on the tablet when the video can't play on the TV. Tap **Close video** and **Play video** again. If that doesn't help, try duplicate mode. | | Something went wrong. Please try again or contact Motiview. | Shown on Windows. Try again, and switch video player if it keeps happening. | | Controller failure. Contact Motiview | The video couldn't start. Check the internet connection, or download the video and try again. | ### Still having problems? Contact us via our [contact page](https://motiview.com/contact). It helps if you tell us which device you use (Windows PC, Android tablet or iPad), which video it is, and what you see on the screen. - [Getting started](https://help.motitech.co/en/knowledge/getting-started?hsLang=en#main-content) - [Preperations](https://help.motitech.co/en/knowledge/getting-started?hsLang=en#preperations) - [Installation](https://help.motitech.co/en/knowledge/getting-started?hsLang=en#installation) - [Login](https://help.motitech.co/en/knowledge/getting-started?hsLang=en#login) - [App user guide](https://help.motitech.co/en/knowledge/app-user-guide?hsLang=en#main-content) - [Search](https://help.motitech.co/en/knowledge/app-user-guide?hsLang=en#search) - [Logging activities](https://help.motitech.co/en/knowledge/app-user-guide?hsLang=en#logging-activities) - [Customer portal](https://help.motitech.co/en/knowledge/customer-portal?hsLang=en#main-content) - [Manage cyclists](https://help.motitech.co/en/knowledge/customer-portal?hsLang=en#manage-cyclists) - [Reports](https://help.motitech.co/en/knowledge/customer-portal?hsLang=en#reports) - [Events and inspiration](https://help.motitech.co/en/knowledge/events-and-inspiration?hsLang=en) - [Accessories](https://help.motitech.co/en/knowledge/accessories?hsLang=en) - [Other](https://help.motitech.co/en/knowledge/other?hsLang=en#main-content) - [Stay updated](https://help.motitech.co/en/knowledge/other?hsLang=en#stay-updated) - [Frequently asked questions](https://help.motitech.co/en/knowledge/frequently-asked-questions?hsLang=en) - [Troubleshooting](https://help.motitech.co/en/knowledge/troubleshooting?hsLang=en) [![Motitech logo](https://help.motitech.co/hs-fs/hubfs/Motitech_RGB-with-no-margins-1.png?width=182&height=24&name=Motitech_RGB-with-no-margins-1.png "Motitech logo")](http://motitech.co) Øvre Sagstad 4, 5919 FREKHAUG, NORWAY [mailto:support@motiview.com](mailto:support@motiview.com) Copyright © 2025, Motitech AS