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Common Video Playback Errors

Notice

This document is a machine-translated draft and is currently undergoing review. Some content may be inaccurate or differ from the original Korean version. For the most precise information, refer to the Korean documentation.

Find solutions to common issues such as screen, audio, and playback speed errors that occur while using the player.

See Also

For issues that occur only in specific environments, refer to the documents below.

Audio errors​

No audio output​

  • Windows

    1. Press [Windows]+[R] on your keyboard to open the Run dialog, type 'sndvol', and press [Enter].
    2. In the [Volume Mixer] menu, check the volume gauge for the browser or Kollus Player app, and unmute if it is muted.
    3. If there is still no sound even though the volume is at a normal level, test audio output on another site such as YouTube to check whether the entire system is muted.

  • iOS/iPadOS

    1. Check whether the silent (vibration) switch on the side of the device or silent mode is enabled, and disable it if so.
      • For devices without a physical vibration switch, such as iPad Air, check the settings under [Settings] > [Sounds & Haptics].
    2. Enable the [Background Audio Playback] option in the Kollus Player app settings.
    3. If the issue persists, follow the setup instructions from the device manufacturer (Apple).
    See Also

    For other errors occurring in iOS environments, refer to the iOS player errors document.

Audio-only output (no video)​

  • If only audio is output after replacing a device, change the [Player decoder settings] to [Native Player] in the Kollus Player app settings.
  • Select the full screen icon on the player screen and check whether the video plays normally.

Audio cuts out after pausing and resuming on Windows 10​

If audio cuts out when pausing and resuming video playback, try the following:

  • Reinstall the sound driver: Remove the sound driver and reinstall the latest driver from the manufacturer's official website.
  • Use Chrome browser: Using the Chrome browser is recommended.

Video and audio are out of sync​

If the video and audio are out of sync or the video motion is unnatural, try the following:

  • Reboot the device: Insufficient memory may be the cause. Reboot the device and try playing again.
  • Chrome browser: Disable Chrome hardware acceleration. For more details, refer to the Disable Chrome hardware acceleration section below.
Manual sync adjustment (PC)

When using a PC, you can manually adjust the player sync using the keyboard.

ShortcutAction
[Shift]+[/]Reset to default sync
[Shift]+[<]Slow down video by 0.05 seconds
[Shift]+[>]Speed up video by 0.05 seconds

Screen errors​

Player app force-closes during playback​

If the required permissions were not granted when installing the Kollus Player app, the app may close unexpectedly.

  • Reinstall the player: Completely uninstall the existing Kollus Player app and reinstall it. Make sure to allow all permissions requested during installation.

playback speed increases after connecting an external display​

Disable the GPU rendering option in the browser and reboot.

Chrome black screen

If a black screen appears in Chrome browser, refer to the Black screen displayed during playback document.

Video stutters or screen interference occurs in Chrome​

If video stutters when hovering the mouse over the video progress bar in Chrome browser, or if a line or interference appears in the center of the screen during HD video playback, the cause may be a conflict between Chrome hardware acceleration and the PC environment. Refer to the Chrome hardware acceleration section below to change the settings.

Disable Chrome hardware acceleration​

  1. Enter chrome://settings/system in the Chrome address bar to navigate to the system settings page.
  2. Disable the [Use hardware acceleration when available] option.
  3. Completely close Chrome browser and restart it.

Dark screen on mobile devices​

  • Swipe up on the left side of the playback screen to adjust the brightness.
  • Disable the auto-brightness setting on your device.

playback speed errors​

Video stutters during playback speed change​

  • Android: On low-spec devices such as Galaxy S3 or older, video may stutter at high playback speeds. Play at 4x speed or lower.
  • iOS: Change the [Player decoder settings] to [Native Player] in the Kollus Player app settings.

Video and audio are out of sync during playback speed change​

  • Free up storage space: Insufficient device memory may be the cause. Free up at least 5 GB of storage space and try again.
  • Close background apps: Completely close any antivirus programs, widgets, and other running apps, then try again.
Recommended environment for playback speed

An environment where CPU usage is below 60% during 2x playback is recommended.

Buffering/loading​

Severe buffering​

Infinite loading loop​

  • Completely uninstall the existing Kollus Player app and reinstall the latest version of the player.
  • If you are using a legacy browser (Internet Explorer or legacy Edge), go to [Control Panel] > [Internet Options] > [Advanced] tab and click [Reset], then try again.

Other errors​

Playback blocked by pop-up blocker in macOS Safari​

  1. In Safari browser, go to [Settings] > [Websites] tab. (macOS 12 or earlier: [Preferences] > [Security])
  2. In the [Pop-up Windows] menu, change the setting for the relevant site to [Allow]. (macOS 12 or earlier: uncheck the [Block pop-up windows] checkbox)

Player errors caused by sleep mode​

Errors may occur when resuming playback after a long pause.

  • Set the device's sleep mode timer to 1 hour or more.
  • Use the Resume feature to resume playback.

Downloaded content on an sd card does not play​

  1. Delete the downloaded content from the Kollus Player app.
  2. Format the SD card and download the content again. (Refer to your device manufacturer's instructions for how to format an SD card.)

Downloaded content on an external drive is not recognized​

  1. Reboot the PC.
  2. Right-click the Kollus Player icon in the system tray at the bottom right of the screen and click [Exit].
  3. Restart Kollus Player.