> ## Documentation Index
> Fetch the complete documentation index at: https://www.tella.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Recorded video won't play, plays black, or My Videos won't load

> Fix a video that plays black or keeps buffering, or a My Videos library that shows a something went wrong error.

This covers two different problems that look similar but have different fixes. Find the one that matches what you're seeing.

## A single video won't play, plays black, or keeps buffering

If the rest of your library loads fine but **one** video plays a black screen, spins, or buffers and never starts:

1. **Reload the page** and give it a few seconds. Playback often recovers on a fresh load.
2. **Try a different browser or an incognito/private window** to rule out an extension, cache, or VPN getting in the way. See [Client-side exception error](/docs/help/troubleshooting/client-side-exception-error) for the browser-level checks.
3. **Re-render the video.** A fresh render frequently fixes a video that's stuck or playing black. Make a tiny edit in the editor to trigger it. Full steps in [How do I re-render a video?](/docs/help/troubleshooting/rerender-video)

<Warning>
  If a video **played before and has now gone blank or black**, do not delete it. The recording is almost always still safe on our end. Deleting it removes your most direct path to recovering it. Contact support instead (details below).
</Warning>

## My whole library is blank, empty, or shows "Something went wrong"

If your **entire** My Videos page is blank, won't load, or says **"Something went wrong"** and **"We couldn't load this page"** (and your individual videos won't open either), this usually isn't a problem with your account or any single video.

1. **Try an incognito/private window.** If the library loads there, the issue is local to your normal browser session (extensions or cached data) rather than your videos.
2. **If it still fails in incognito,** it's most likely a temporary, service-wide hiccup rather than something wrong with your account. See [Is Tella down? 500 errors](/docs/help/troubleshooting/is-tella-down-500-errors) and check **[status.tella.com](https://status.tella.com)**. If there's an incident, we're already on it and your videos are safe. An outage doesn't delete anything.

<Note>
  A blank library during an outage does **not** mean your videos are gone. Wait for service to recover and reload before assuming anything is missing.
</Note>

## Still don't see a video that should be there?

If a specific recording never showed up in the first place (as opposed to one that loaded and then broke), that's a different situation. Work through [I can't find my recording](/docs/help/troubleshooting/cant-find-my-recording) first; it covers workspaces, Trash, and unfinished uploads.

## What to send us

If none of the above helps, contact support via the in-app chat or [support@tella.com](mailto:support@tella.com) and include:

* A **share link** to the affected video, if you have one.
* The **exact error text** you see (or a screenshot), and whether it's one video or the whole library.
* Whether it still happens in an **incognito/private window**.

If a video that used to play has gone blank, mention that, and again, don't delete it before we take a look.


## Related topics

- [Why is my video taking so long to upload?](/docs/help/troubleshooting/why-is-my-video-taking-so-long-to-upload.md)
- [Record with the Tella Windows app](/docs/help/recording/record-a-video-using-the-windows-app.md)
- [Studio Voice (audio enhancement)](/docs/help/editing/studio-voice-audio-enhancement.md)
- [Export or download fails, errors out, or gets stuck](/docs/help/export-videos/export-or-download-fails-or-stuck.md)
- [Is Tella down? 500 errors and 'Serverless Function has crashed'](/docs/help/troubleshooting/is-tella-down-500-errors.md)