BigCommand Help Center
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Frequently Asked Questions & Troubleshooting
My Multi-DRM Video is Not Playing on Chrome/IE (DRM: KeySystem Access Denied! Error)
If you use Adilo multi-DRM, you probably encoutered this error: DRM: KeySystem Access Denied! -- Key system access denied! Failed to execute 'requestMediaKeySystemAccess' on 'Navigator': requestMediaKeySystemAccess is disabled by feature policy. Or something similar like the image below Don't panic, it's not bug! What has happened is that our player do not have permissi
Uploaded Video Not Playing Yet (no compatible source was found for this media) + video codec issues
I uploaded my video and after upload is completed, the video is blank and does not play. Or I uploaded my video and it's stuck at processing like this Or you see this error when you open your video "no compatible source was found for this media" Don't panic! Here's what you need to know: Once you upload an mp4 or mov video etc, we do not stream that raw video file.
My video is not playing, shows "Content is Restricted" - common errors and fixes
Are you seeing "Content is Restricted" error on your video and you're confused... you don't know what to do? Don't panic! This is a simple error and we'll help you fix it right away. This usually happens when you're tinkering with the domain protection settings in video privacy. 99% of the time, the problem is you entered the wrong domain name. Scenario 1: Use Caps
How do I protect my premium/paid videos from being downloaded by the viewers?
To protect your premium videos such as online courses from illegal downloads and piracy, ensure you turn on multi-DRM & AES encryption when uploading your video. Choose files or drag and drop files
My Lifetime Deal Says it Will Renew on X Date, Will I Be Billed Again?
If you're seeing message like "Subscription Renews X Date" in your account but you purchased a Lifetime time deal and not regular monthly subscription, do not worry about it. You won't be charged again. However, your account will renew at $0.00 every 30 days which is our regular billing cycle. Choose files or drag and drop files
How Can I Make My Anti-DRM Protect Video to Play Only Inside My Members Area/Domain?
Most of our users who use the multi-DRM security for their videos are using it to host their online courses, premium vod streamings and coaching programs and contents in members only area. As a result, many have asked, how can they ensure no one steals their embed code and play the video outside of their members area (since the videos can't be illegally downloaded anymore). Here's quick solution for you... Use video privacy settings and lock the video to your domain only: !(https
A Quick Overview on Using Adilo
Watch this 3-minute video!
Can I embed my Adilo videos inside mobile app, web app or desktop software?
Yes, Adilo videos can be embedded anywhere Choose files or drag and drop files
Can I replace a video I already embedded in multiple sites without needing to change the embed code?
Yes, absolutely. Read our article on replacing videos: Click Here Choose files or drag and drop files
Why is my storage many times bigger than what I expected?
"I have only uploaded a 100mb video in my account but my resources counter said I've used 250+ mb of storage, why is this?" The reason is because we encode your video into multiple resolutions, here's what happens when you upload say a 100MB 4K video. We encode into the following video resolutions (with assumed output sizes attached) 4K -> 65mb 2K -> 60mb 1080p - 50mb 720p -> 30mb 480p - 20mb 360p - 18mb 240p -> 15mb So even though you uploaded 1 video, we're now storing 7 copi
I Get "Access Forbidden" Error, How Do I Fix It?
You want to open your video and you get this error "Access Forbidden" and you're forced back to your projects. This is nothing to worry about. The error (though very rare) occurs when there's a token mismatch during upload. The quickest and easiest video is to simply re-upload your content. Choose files or drag and drop files
My video is failing to upload (response code: 400)
If you're attempting to upload video and you get this error or similar. tus: unexpected response while creating upload, originated from request (method: POST, url: https://adilo.bigcommand.com/api/uploader/152/chunked, response code: 400, response text: , request id: n/a) Don't panic! It simply means you have special characters in your video name that is not accepted by our video platform. Simply remove any special cha
What happens to my videos if I exceed my allotted bandwidth before my billing cycle renews?
This hardly happens for 90% of our users as we allocate terabytes of bandwidth monthly. However, if you do exceed your allocated bandwith before the end of your billing cycle, we do not stop streaming your videos. We'll keep streaming but bill you overage. Starter plan is $0.10/GB overage Pro and Business plan is $0.08/GB overage Choose files or drag and drop files
My Analytics is Not Loading
If you noticed your project or main analytics is not loading any data, this is usually caused by something blocking our scripts. Usually, the 2 main culprits are usually AdBlockers or Disabled Cookies. So if your adblocker is on, turn it off or mark it to trust adilo.bigcommand.com and if your cookies are disabled, enable it. This should solve it, after doing this, clear cache and cookies and try again. If you still encounter more issues, contact our support team Choose files or drag and dr
Why are some of my contacts not enriched or partially enriched?
Some of your contacts may not get enriched or get partially enriched, the reason this happens is likely because our associated data banks couldn't find any information on the point of record at the time. This is common when the point of record (email/phone number) don't have much digital footprint. Choose files or drag and drop files
My video is not streaming in HD even though I uploaded HD
Content will be here Choose files or drag and drop files
My Player Color is Not Changing Error
The reason is because video player color in Adilo is controlled primarily by your account's default global player color. Before you can change the player color, you must first DISABLE the "Global Player Color" Once you've chosen your desired player color, yo
Is a partially enriched contact counted towards on enrichment total in account usage?
Yes. Our contact enrichment relies on different big data banks and once queried, if any matching result is returned, we're billed for it. Choose files or drag and drop files