Separate the four common symptoms
These symptoms can involve different components. Do not use a playback workaround to diagnose a download problem, and do not assume that a launch failure means media data is damaged.
- Launch failure: the application does not open or stops during startup.
- Playback failure: the application opens, but one or more media items will not play.
- Download failure: a media item cannot be retrieved or is incomplete.
- Export failure: playback works, but saving or sending the item fails.
Compare before changing anything
- Record the product version, Windows version, media type, and the exact action that fails.
- Check whether one item, one workstation, one user, or all users are affected.
- Try a known-good item using the approved workflow, without opening or altering the original record.
- Compare with a known-good workstation on the same network and the same application version.
- Record recent software, driver, network, or security changes.
Protect media and patient records
Do not move, rename, re-import, or delete media files or database records until the storage location and recovery method are confirmed. If a file appears to be missing, first determine whether the catalog entry, storage path, permissions, or playback component is at fault.
When a video or image is needed for vendor support, use a non-patient sample where possible. Follow the practice privacy process before sharing any diagnostic file.
When to escalate
Escalate when several workstations fail the same action, the media record may be damaged, an export could overwrite an existing file, or the application requires a database or service change. Include the exact product version and a concise reproduction path.