Troubleshooting

Most browsers do not let a video start with sound on its own, and some websites set the player to always open paused. Select Play in the control bar to start it. See How do I play or pause the video?

The player keeps the video and the signer in step. At the first play, or on a slow connection, the video waits until the signer is ready. If the wait takes more than a second, the translation window dims while the signer loads. The video goes on by itself: you do not need to do anything.

The website that shows the player may not allow full screen. If you run that website, keep allowfullscreen in the embed code: see How do I add the player to my website? If you don't, let the website's team know.

There is no button for it. The vertical version plays by itself on a phone or tablet, in full screen, while you hold the device upright, and only when the video has one. Select Full screen, then hold your phone upright. A computer always shows the horizontal video. See Can I watch a vertical version on my phone?

While the video plays, the controls hide 3 seconds after you stop moving the mouse. Move the mouse over the video to show them again, or press any key while the player has focus. On a touch screen, tap the video. The controls always stay on screen while the video is paused. See showing the controls.

When the control bar is too narrow for every button, some of them move into More controls, the ⋯ button at the right end of the bar. Select ⋯ to see them. Play, volume, CC, full screen and the sign-language and audio-language buttons always stay in the bar. See buttons on small screens.

CC appears only when the video has captions, once they have loaded. The Transcript button appears only when the video has captions or a transcript; on a small player, look for it inside ⋯. If a video should have captions and CC does not appear, reload the page. See turning captions on and opening the transcript.

• The globe button (audio language) appears only when the video has two or more audio languages. See audio languages.
• AD appears only when the video has an audio-described version in the language you are listening to. On a small player, it may be inside ⋯. See audio description.
• The sign-language chooser, a code such as ASL next to the sign-language button, appears only when the video has two or more sign languages. See choosing a sign language.

The video has only one resolution, so there is nothing to choose. The button still shows the resolution, but no list opens. See changing the picture quality.

Captions always start off, even if you used them last time. Select CC and choose a language, such as EN, or press C. The language, size and style you chose in the caption menu come back when you turn captions on. See How do I turn captions on?

On a small player, for example on a phone, captions appear at the top of the video unless you choose otherwise. To move them, select CC, then Caption style, and under Position choose Bottom. See moving captions.

The player keeps your caption choices in this browser, on this device. It cannot keep them in a private window, or when the browser blocks or clears the data that websites store. Another browser or device starts with the default look. See what the player remembers.

When the player is small, the transcript opens over the whole player, and the video keeps playing behind it. To close it, select ✕ in the transcript or press T. Escape also closes it while you are in the transcript. See How do I close the transcript?

Select the sign-language button Sign-language translation (the hand) in the control bar, or press J. While the translation is off, the hand glows blue. The ✕ on the window only hides it. See showing the sign-language translation.

Press J twice: the window comes back to its corner, at its usual size. Selecting the sign-language button twice does the same. See moving the translation window.

The arrow keys on their own change the volume (↑ ↓) and jump 10 seconds (← →). To move the window, hold Shift and press an arrow key. You can also drag the window with the mouse or a finger.

Drag its top-left or bottom-left corner. With the keyboard, press a number key: 0 is the smallest size and 9 the largest. See resizing the translation window.

The keys work only when the player has keyboard focus. Select one of its controls, or press Tab until a control in the player shows the gold focus ring.

• While the seek bar, the volume or speed slider, or the transcript search box has focus, the shortcuts are off. Press Tab to move on.
• L works only when there is a globe button, D only when there is an AD button, and T only when there is a Transcript button.

See where the keys work.

The seek bar, or the volume or speed slider, has keyboard focus, so the arrow keys move that slider. Press Tab or Shift + Tab to move to a button. Then ← and → jump 10 seconds again. See menus and sliders with the keyboard.

When a button has keyboard focus, Space and Enter press that button. To play or pause, press K, or move to Play and press Space. See all the keys.

Opening the shortcuts list pauses the video. Press Play when you close it, or press K. See the shortcuts list.

The U-I-X team. Write to info@u-i-x.com, or select Let’s talk in "Still need help?" below to book a short call.

• The address of the page where you watch the video.
• Your device, for example a phone or a computer, and the name of your browser.
• What you did, what you expected and what happened.
• A screenshot, if you can.

See For site owners: the embed code, the player's title and the settings that decide how the video starts.