## Overview You may occasionally see a **gray placeholder** before a ReelPik video appears or starts playing. In most cases, this is temporary and does not mean that the video has failed or that ReelPik is slowing down your entire storefront. A video needs to be [**rendered through Shopify Files**](https://help.reelpik.com/hc/reelpik/articles/1787136770-customisation) before it can be displayed on your storefront. Depending on your network, device, browser, and the number of videos on the page, this process may take a short amount of time. --- ## Why does a ReelPik video appear gray? A gray placeholder may temporarily appear for several reasons: ### 1. Network conditions A slow or unstable internet connection can delay the video data needed for playback. ### 2. Device or browser performance Your browser needs processing resources to decode and render videos. On some devices or browsers, this may take longer. ### 3. Multiple videos on the page When multiple videos are displayed at the same time, the browser may prioritize some resources and load or render other videos progressively. ### 4. CDN conditions Video delivery time can vary depending on your location, network routing, and cache status. > **Note:** Video loading time and overall page loading time are not necessarily the same. Your storefront may already be fully usable while some videos are still loading or being prepared for playback. --- ## What if the video stays gray after the page has finished loading? If the gray placeholder remains for an extended period and the video never appears, this may indicate an issue that requires further investigation. Before contacting our support team, please check the following: * The page has completely finished loading. * The video still remains gray. * The issue is not caused by a temporary network problem. * The issue can be reproduced after refreshing the page. You can also try the following troubleshooting steps: 1. **Refresh the page** and check whether the video loads normally. 2. **Try another browser or device** to see whether the issue is browser- or device-specific. 3. **Try another network connection**, if possible. 4. Check whether the issue affects **one specific video or multiple videos**. 5. Wait until the page has completely finished loading and confirm that the video still remains gray. --- ## What information should you provide to ReelPik Support? If the issue persists, please **record a short screen recording showing the problem**. If possible, start the recording before refreshing the page and continue until the page has finished loading while the video remains gray. Then contact our support team and provide: * The screen recording * Your store URL or Shopify domain * The page URL where the issue occurs * The affected video or ReelPik widget * The device and browser you are using * Whether the issue occurs consistently or only occasionally --- We value your feedback β€” it helps us continuously improve ReelPik and provide you with a better experience. πŸ–₯️ **Demo store:** Check out [here](https://reelpik.myshopify.com/) with password: 1 πŸ‘‰ **Chat with us:** [Share your feedback](https://chat.fordeercommerce.io/widget?website_token=CDTHi8xsxdGftDpPxrrQ4UbE#/messages) directly with our team.\ πŸ‘‰ **Email us:** [hi@reelpik.com](mailto:hi@reelpik.com)\ πŸ‘‰ **Explore more apps:** Discover more [Fordeer apps](https://apps.shopify.com/partners/fordeercommerce?utm_source=support&utm_medium=helpdesk).\ πŸ‘‰ **Join our community:** Join [ForDeer Community](https://www.facebook.com/groups/ecommerce.beginners.community/) to get the latest updates, tips, and special deals. πŸ• **Working hours:** 8:30 AM – 5:00 PM (UTC+7), Monday–Friday.\ We typically reply to live chats within minutes and emails within a few hours. Need help? Feel free to reach out anytime via live chat or email!