A Video Won't Upload or Play
What to check when a video fails to upload to Peony or plays sound with no picture: the Business plan requirement, large files on slow connections, the video format, and when visitors can download a video.
Last updated October 23, 2026
Video is supported on Business and above. Once uploaded, video streams in place inside the secure viewer, and visitors can download it only if you give their group Download access.
If a Video Upload Fails
- Confirm you're on Business or higher. Video is gated, and on Free the upload is rejected with a message that a Business plan is required.
- Check the connection. Multi-GB files take a long time on slow networks. Uploads are resumable, so an interrupted file continues from where it stopped; if it stays marked as failed, use Retry in the upload panel.
- Send support the details. The file name, its size and a screenshot of the upload panel. See Contact Support.
If the Video Plays Sound but No Picture
The player runs and the time counts up, but there is no picture. The file was recorded in a video format web browsers can't show, often by an older camera or screen recorder. The sound plays because the audio track is in a common format.
Convert it to MP4 with H.264 video and upload it again with Upload new version. See Video for the recommended format and how to convert it.
What Visitors Can and Can't Do With Video
The player's own download control is removed and the right-click context menu is suppressed, so a video can't be saved from the player. Visitors can download the file only if their group has Download access; otherwise it stays stream-only. The dynamic watermark overlay renders on top of the video the same way it does on documents. Dynamic watermarking is a Data Room tier feature.
Common Questions
My video keeps failing at the same point every time.
First confirm you're on Business or higher, since video is gated. Then check the connection: multi-GB files take a long time on slow networks, and uploads are resumable, so an interrupted file continues from where it stopped. If it stays marked as failed, retry on a stable connection. If it still fails, send support the file name, its size and a screenshot of the upload panel.
Can a viewer download a video I shared?
Only if you give their group Download access. Otherwise the video streams in place inside the viewer with the player's download control removed and the right-click menu suppressed, and on Data Room and above it carries the dynamic watermark overlay.