Video splitter troubleshooting
Because SplitVideo runs entirely in your browser, its failure modes are browser failure modes — codecs, memory, and file access — not server errors. Work through the symptom you have; each one lists the cause first, then the fix that actually addresses it.
The file will not load
Cause: your browser cannot decode the video's codec, or the file is not really on your device. iPhone HEVC recordings often refuse to open in desktop Chrome or Firefox; MKV files are unsupported by nearly every browser; a video still sitting in iCloud or Google Photos has nothing local to read.
Fix: try the browser that matches the file — Safari for iPhone recordings. Make sure the video is downloaded to the device. If no browser will play it, convert it to MP4 (H.264 + AAC) with a free desktop tool such as HandBrake or VLC, then split the converted file. The rule of thumb: if your browser cannot play it, no on-device tool can split it.
The export stops, or the tab crashes or reloads
Cause: memory. Splitting holds the source and the finished clips in the tab's memory budget, and phones enforce that budget strictly — iOS reloads the tab when it is exceeded, which looks like the tool "just restarting".
Fix: close other tabs and apps, plug the device in, and keep the screen awake. Then split in ranges — first half, then second — so each run holds less. For files above roughly 8 GB, use a desktop browser; the large files guide shows what is realistic at that size.
A cut lands about a second off
Cause: keyframe snapping. Lossless cuts can only start at a keyframe — the complete frames a video stores every second or so — so the boundary moves to the nearest one. The tool's own note says the same: cuts follow keyframes, so the start can land up to about a second early.
Fix: for moments where a second matters, enable the H.264 option for that export. Re-encoding is slower and uses more battery, but the cut lands exactly where you placed it. Use lossless for bulk splitting and H.264 for the few clips that need precision.
A clip plays with no sound
Cause: usually the player, not the clip. The default export copies the original audio stream unchanged; some players cannot decode less common audio codecs and play the video silently instead of warning you.
Fix: test the clip in a second player (VLC plays nearly everything) before re-doing work. If the sound is missing everywhere, re-export with the H.264 compatibility option, which produces the most widely playable output.
The ZIP will not download or open
Cause: a ZIP holding many large clips is itself a large file, and a nearly-full device or a restrictive phone browser can fail it silently.
Fix: free some storage — your clips together are about the size of the original — and if the ZIP still fails, download the clips individually from the results list instead. On Android, extract ZIPs with Files by Google; on iPhone, the Files app opens them.
It works on my computer but not on my phone
Cause: the phone specifics — most often the page is open inside another app's built-in browser, which restricts file access, or the video is a cloud copy rather than a local file.
Fix: open the phone guide and follow the platform steps there: real Safari or Chrome (not an in-app browser), the video downloaded to the device, and range splits for the biggest recordings.
Still stuck?
Email build@splitvideo.in with your device, your browser, and the video's format and size — that combination identifies nearly every remaining case, and reports from real files are how the tool gets better.