Sometimes it can happen that your session is already available in the app, but you cannot see a video yet.
Possible reasons why you don't see a video in the Wingfield app
- 🐢Slow internet connection of the Wingfield Box
- ⛔️No internet connection of the Wingfield Box
- 📼Failure to record video
Slow internet connection
Sometimes a slow internet connection of the Wingfield Box can cause the video upload to take longer than the upload of the session statistics. In this case, you’ll see the session in the app — but the video hasn’t appeared yet.
➡️ Usually, the video should be available by the next day at the latest.
No internet connection
If the Wingfield Box has no internet connection after the session, the video cannot be uploaded. This can also happen if the box is unplugged immediately after the session — for example, if it’s connected to the hall's lighting system.
➡️ The video will usually upload once the box is back online or powered. Please contact your court operator directly.
No video recording from the Baseline Camera
In some cases, a camera malfunction may be the reason why no video of your session was recorded. This can happen if the system had a poor internet connection and the camera wasn’t able to connect to the box before or during the session. In rare cases, the camera might be defective.
➡️ Unfortunately, you won’t be able to retrieve the video this time. Please report the issue to your court operator. 😢
What can I do?
In most cases, the video upload simply hasn’t finished yet. Usually it only takes a few minutes. However, depending on video length and your facility’s internet connection, it might take a few hours.
You should be able to view your video in the app by the next day at the latest.
Sometimes, a simple restart of the app helps the video load correctly.
If you still can't see your video the next day, simply send an email to 📨 app@my-wingfield.com.