Media help center

Start with the problem you can observe. A failed request, a file that will not open and a silent video have different causes. Repeatedly requesting the same link or choosing a higher resolution will not fix every failure.

A file downloaded, but something is wrong

Check a file on your device: read its size, duration and picture dimensions without uploading it. Try the included one-second sample first if you are unsure whether your browser can read MP4 metadata.
Video has no sound: separate muted playback, missing tracks and incompatible audio before requesting another copy.
MP4, WebM and resolution: understand why a filename or a “1080p” label cannot establish compatibility or image quality.
MP3 bitrate and file size: compare two owned tone samples and see why conversion cannot restore missing detail.

No file arrived

For a YouTube request, first check the individual video URL and whether the error appears during preview, processing or saving. The YouTube tool lists availability limits and official export options; the troubleshooting guide explains the next checks.

Read the exact error first. A request rejected by the source is different from a browser blocking a suspicious file. Check available device storage and the browser's download list. Never disable a malware warning to make a download complete.

Follow the browser download checklist. If a request reaches this site but fails, report the page, time, browser version and exact error through Contact. Do not send passwords, login cookies, private videos or sensitive account information.

Choose an authorized source

Use your original file or the platform's permitted export first. A public URL is not proof of permission to download or reuse it. If a creator has disabled saving, request a copy from them; a different downloader does not establish permission.

How to use our evidence

Examples marked “controlled sample” use files generated for this site, not a live social-media account. They let you reproduce a format or browser check, but do not prove that a particular online link works. Source links and testing limits accompany the updated guides. Read our editorial and testing policy or browse the complete article index.