Troubleshooting: Video won't play

Video's taken on an iPhone

Videos that are captured on newer iPhones and iPads may not play on non-Apple devices. It will look like a black screen. This is due to a newer format used by Apple that is not supported by Microsoft/Windows.

To set Apple devices to capture media using formats which are more broadly compatible with other devices and operating systems;

1. On the iPhone or iPad, go to Settings > Camera
2. Tap formats
3. Tap Most Compatible
4. All new photos and videos will now be in JPEG or H.264 format 

Videos taken on Android

Newer Android phones have started to save in a format TS ("Top Shot") or H.265/HEVC. When uploaded to TeamAssurance and viewed in Edge on a Windows device, it will be blank/white. While some browsers - e.g. Chrome - support this, Windows/Edge does not.  The simplest way to fix it is to change the camera settings in the phone.