Workout/Training Videos Won't Play — Stuck Loading or Spinning

Status: Investigating — no confirmed fix or root cause in the tickets reviewed Affected: Client App Last updated: 2026-08-26

Some members can get into their Personal Training workout plan and see the assigned exercises, but the exercise demonstration videos inside a workout never actually play — they either spin/buffer forever or "spool" without starting. This is a narrower, distinct pattern from the PT tab failing to load at all (article 1): here, the surrounding page and workout list are working, only the embedded video fails.

Symptoms

Tapping a workout video shows it "spooling" but it never starts playing.
A spinning circle/loading indicator appears in place of the video and never resolves.
The video continues to "loading" indefinitely and never buffers to actual playback.
Members report this is a problem specifically because they rely on the video to see correct exercise form, and without it they don't know if they're doing the movement correctly.
At least one member notes the videos worked fine for the first two weeks and then stopped working — suggesting this can develop mid-use rather than always being broken from day one.
Reported both on Wi-Fi and cellular data — not resolved by switching networks.

Cause

Not confirmed in the tickets reviewed. No ticket indicates whether videos are hosted directly in-app or streamed from a third-party video host/CDN — that's a meaningful unknown for engineering to check, since a CDN/hosting issue would explain playback failures that are separate from the rest of the app working normally.

Workaround

Uninstalling and reinstalling the app was tried by multiple members and did not fix the video playback issue.
No working workaround was found in this sample. There is no evidence of an alternate way (e.g., web browser) to view the workout videos when they fail to play in-app.

Fix Timeline

No fix or engineering reference found in this sample.

Updates

2026-08-26: Split out as its own article from the broader "won't load" bucket, based on a 100-ticket deep sample.

Article 1 — Personal Training Tab Shows Blank/White Screen or Won't Load (Client App)

Known Issue: Workout/Training Videos Won't Play — Stuck Loading or Spinning (Client App)