“Playback failed” indicates a problem playing videos in the Sync mobile app. This can happen for a few reasons, typically related to the app, your connection, or another app (like a VPN or firewall) interfering.
How to fix this:
To resolve this issue, follow the steps below:
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Restart the app and check your connection
- Fully close the Sync mobile app and reopen it.
- Make sure you’re connected to the internet (Wi-Fi or mobile data) and try playing the video again.
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Reinstall the Sync mobile app
- Uninstall the Sync mobile app from your device.
- Restart your device.
- Reinstall the app from the App Store or Google Play, sign in, and try playing the video again.
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Turn off VPN, antivirus, or firewall apps (temporarily)
- If you use a VPN, antivirus, or firewall app on your device, turn it off temporarily.
- Reopen Sync and try playing the video again.
- If playback works, add Sync to the allowlist/exceptions in that app.
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Try a different network
- If you’re on Wi-Fi, switch to mobile data (or vice versa).
- If possible, test on another Wi-Fi network and try playing the video again.
Still having trouble? Contact support.
If the issue persists after following these steps, please contact our support team with details about what took place when the error occurred so this can be investigated further.