# Fix playback and sharing problems

> Find out why a viewer cannot open or play a shared video by checking access settings, passwords, processing and embeds.

Source: https://screenity.io/help/web-troubleshooting/playback-and-sharing-problems

If someone cannot open or play a shared video:

1. Open **Share** and check that access is appropriate for the recipient. A **Private** video is not available through a public link. An **Embed only** video cannot be watched by visitors on its regular share page. Test it on the page where it is embedded instead.
2. If a password is required, share it with the intended viewer separately.
3. Check whether the recording or export is still processing, and try opening the link in a separate browser session.
4. Check the viewer settings if controls, captions or the transcript are missing.

If the video was deleted or moved to Trash, check its status and [restore it if available](https://screenity.io/help/web-library/upload-and-delete). Share links can also be affected when a [trial or subscription ends](https://screenity.io/help/account-plans/trials-and-subscriptions). If the issue continues, [contact support](https://screenity.io/help/contact) with the link and error message.