Connection issues
Cannot connect to Iconik
- Verify your internet connection
- Check that you’re using the correct login credentials
- Verify your organization’s Iconik URL is correct
- Check if your firewall is blocking the application
- Contact your IT department if using SSO
Sync session not working
- Ensure all participants have the latest version of the player
- Verify network connectivity
- Check that the share is still active
Try leaving and rejoining the sync session
Playback Issues
File won’t play
- Verify the file format is supported
- Check that you have permission to access the original file
- Ensure sufficient disk space for downloading (if from cloud storage)
- Try switching between original and proxy in settings
Poor playback performance
- Close other applications to free up system resources
- Check if hardware acceleration is enabled in preferences
- For very large files, ensure adequate RAM and GPU resources
- Consider using proxy files for smoother playback
ISG files not accessible
- Verify the ISG is online and accessible
- Check that the storage is properly mounted on your machine
- Confirm you have read permissions for the storage location
Contact your Iconik administrator to verify ISG configuration
Download Issues
Files not downloading
- Check available disk space
- Verify network connectivity
- Check file permissions in Iconik
- Review security settings that may block downloads
Auto-delete not working
- Check that auto-delete is enabled in preferences
- Verify the temporary storage location has proper permissions
- Restart the player and try again