# Client Review error: Unable to load this version's media. How can I fix this

**URL:** <https://community.shotgridsoftware.com/t/client-review-error-unable-to-load-this-versions-media-how-can-i-fix-this/9408>\
**Category:** Flow Production Tracking\
**Created:** [July 18, 2020, 10:28pm UTC](https://community.shotgridsoftware.com/t/client-review-error-unable-to-load-this-versions-media-how-can-i-fix-this/9408 "2020-07-18T22:28:06Z")\
**Posts on this page:** 5\
**Page:** 1

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**Author:** ![Cathy](https://avatars.discourse-cdn.com/v4/letter/c/9de0a6/32.png) [@Cathy](https://community.shotgridsoftware.com/u/Cathy)\
**Post date:** [July 18, 2020, 10:28pm UTC](https://community.shotgridsoftware.com/t/client-review-error-unable-to-load-this-versions-media-how-can-i-fix-this/9408/1 "2020-07-18T22:28:06Z")

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I am able to create a Playlist, upload .mp3 files to it, and play them. When I share the Playlist with a client through Client Review, they get the error message:

“Unable to load this version’s media.”

What does this mean and how do I fix it?

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**Author:** ![andrew.lawrence](https://sea1.discourse-cdn.com/shotgunsoftware/user_avatar/community.shotgridsoftware.com/andrew.lawrence/32/3938_2.png) [@andrew.lawrence](https://community.shotgridsoftware.com/u/andrew.lawrence)\
**Post date:** [July 20, 2020, 8:08am UTC](https://community.shotgridsoftware.com/t/client-review-error-unable-to-load-this-versions-media-how-can-i-fix-this/9408/4 "2020-07-20T08:08:53Z")

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Hi @Cathy

Thanks for reporting this, we’re going to run some tests with this on our end and will get back to you shortly.

Cheers,  
Andrew

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**Author:** ![andrew.lawrence](https://sea1.discourse-cdn.com/shotgunsoftware/user_avatar/community.shotgridsoftware.com/andrew.lawrence/32/3938_2.png) [@andrew.lawrence](https://community.shotgridsoftware.com/u/andrew.lawrence)\
**Post date:** [July 20, 2020, 8:26am UTC](https://community.shotgridsoftware.com/t/client-review-error-unable-to-load-this-versions-media-how-can-i-fix-this/9408/6 "2020-07-20T08:26:26Z")

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Hi @Cathy

We’ve run some tests on our end and `.mp3` file do appear to be working correctly when shared through the client review site.

May I ask a few questions to understand the issue further

- Does this happen with ALL .mp3 files that you share via the client review site, or only select ones?
- Do those problematic files all work when using Shotguns overlay player, but its just the client review site that doesn’t work?

Let us know and we’ll see what we can uncover.

Cheers,  
Andrew

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**Author:** ![Cathy](https://avatars.discourse-cdn.com/v4/letter/c/9de0a6/32.png) [@Cathy](https://community.shotgridsoftware.com/u/Cathy)\
**Post date:** [July 20, 2020, 3:22pm UTC](https://community.shotgridsoftware.com/t/client-review-error-unable-to-load-this-versions-media-how-can-i-fix-this/9408/7 "2020-07-20T15:22:24Z")

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Andrew,

The representative, Ben Xu, also responded to my inquiry from the online help/chat feature. Here’s his response:

### Ben from Shotgun \<[ben.xu@autodesk.com](mailto:ben.xu@autodesk.com)\>

Sun, Jul 19, 6:40 PM (13 hours ago)

to me

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**Author:** ![andrew.lawrence](https://sea1.discourse-cdn.com/shotgunsoftware/user_avatar/community.shotgridsoftware.com/andrew.lawrence/32/3938_2.png) [@andrew.lawrence](https://community.shotgridsoftware.com/u/andrew.lawrence)\
**Post date:** [July 21, 2020, 12:27am UTC](https://community.shotgridsoftware.com/t/client-review-error-unable-to-load-this-versions-media-how-can-i-fix-this/9408/8 "2020-07-21T00:27:43Z")

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Hi Cathy,

Thanks for the update there, at this stage since we aren’t able to reproduce this issue on our end, it may be best we continue the 1-1 chat so we can dig into your site specifically.

I’ve sent you a message there so let’s follow up in the private chat.

Cheers,  
Andrew