Issues for Frequently Asked Questions

Common Issues

1. Upload issues

If you’re facing any difficulty to upload your video, please check for these possibilities.
Time taken to upload a video might vary a bit depending on the file size, Internet bandwidth and system usage. To fix the issue:1. Make sure you have a consistent and good upload speed of at least 1Mbps, at the time of video upload or recording.2. Close your current browser and restart. If the same issue occurs even after following these tips, contact us: support@hippovideo.io

2. Miscellaneous errors

When you face any unexpected errors, such as, “Unable to record a video”. Please follow the tips below to prevent such errors:1. Restarting the browser will help you fix the issue if your browser throws an error.2. Check your internet connection and make sure it’s consistent.3. In case, your video is taking time to record, click on ‘Abort’ from the popup. This will help you record a new video when you try again.4. As an alternative, reinstall your chrome extension or restart your system.If the issue persists, please contact us support@hippovideo.io

3. Browser issues

Some issues like this are caused by the browser itself and can be resolved by refreshing the page or clearing the browser cache and cookies.

To prevent the browser issues:

1. Please check if your browser is up to date. We recommend using the latest version of Chrome for better performance.2. Make sure your browser is in its latest copy by refreshing.

4. Hardware issues

For any hardware related issues:1. Make sure your webcam and mic are working. To know how to check click here2. Try to restart your browser.3. If it still doesn’t work then try restarting your system, this will fix the issue in most of the cases.For any queries contact us at support@hippovideo.io

5. Required extension permissions

To experience a smooth recording, we recommend you to allow permission for audio and webcam to record.

If you’re facing permission denied error while recording, follow these steps:

1. Click on the chrome extension and select ‘Allow Permission’.2. Now, click on the Video icon which is available to the right side of the search bar.3. At last, choose ‘Continue allowing chrome extension to access your microphone and webcam’ and click on done.If the error persists, please contact support@hippovideo.io

6. Why am I not able to configure my outlook mail id with the Hippo Video account?

We support mails that are sent through outlook REST API. This particular account does not support REST API. Please refer to this document. You can do any one of the following, to configure your mail id:1. Contact Microsoft to enable REST API for this account, as suggested in this link.2.Try configuring SMTP in our product. If you use an exchange server, then use this link to get SMTP configuration from the outlook account.

7. How to contact the Support Team?

1. Write to the support team through the email support@hippovideo.io.2. Dial our Toll-free number: +1 855 910 6999.3. Click on the Chatbot

icon at the bottom right corner. Please see our explainer videoWatch Video

8. Is it mandatory that you have to install a hippo video in Chrome Extension?

If you wish to record the screen, then the hippo video chrome extension is mandatory. To install, please click on this link and add Hippo Video as Chrome Extension.

9. Is there any specific Browser Compatibility?

Yes. Google Chrome and Brave browsers support Hippo Video.

10. What is bandwidth?; How to increase my bandwidth capacity to my account?

Data sent to a user who views your video gets counted in bandwidth. When someone sees your video using the link shared by you, the data consumed is the bandwidth consumed. Data consumed by exporting and downloading videos gets calculated in bandwidth. You can even purchase extra bandwidth from Hippo Video. More information available in the link.Note: You can check your bandwidth and personalization credits inside your product. Click here to check out.