Support
If you have questions or need help with the Mux plugin, our team is here to assist you. We offer responsive support to ensure you get the most out of your video integration with Craft CMS. Reach out anytime and we'll be happy to help!
Frequently Asked Questions
How do I configure my Mux API credentials and why am I getting authentication errors?
You need to obtain your Mux Token ID and Token Secret from your Mux account's access tokens page. In Craft's Control Panel, go to Settings → Plugins → Mux and enter your credentials. Common issues include:
Using incorrect or expired tokens
Not setting environment variables properly (use MUX_TOKEN_ID and MUX_TOKEN_SECRET)
Missing or incomplete credentials in the plugin settings
Why are my videos not uploading or showing "processing" status for a long time?
Video processing can take time depending on file size and complexity. Common issues include:
File size too large (check the 700MB limit) or update the settings.
Unsupported video formats
Network connectivity issues during upload
Mux service processing delays
Check the asset status in the Mux Asset field - it should show "ready" when processing is complete
Why can't I see analytics data or charts in the Data tab?
Analytics data requires proper configuration and time to accumulate. Troubleshooting steps:
Ensure your Mux API credentials are correctly configured
Wait for video processing to complete (status should be "ready")
Check if you have sufficient video views to generate data
Try refreshing the data using the "Force Refresh" option
Verify your Mux account has analytics enabled
Clear the analytics cache using php craft mux/cache/clear
Why are my video tracks (subtitles/audio) failing to process?
Track processing failures are common and usually related to:
File accessibility: Ensure URLs are publicly accessible (not behind authentication)
File format: Use supported formats (SRT/VTT for subtitles, MP3/WAV/AAC for audio)
File size: Keep files under reasonable limits
Cloud storage permissions: For Google Drive/Dropbox links, ensure sharing is set to "Anyone with the link can view"
Network issues: Check if the file URL is reachable from Mux's servers
Why am I getting permission errors when trying to manage Mux assets?
The plugin has granular permission controls. Ensure you have the appropriate permissions:mux:assets-view - View Mux assetsmux:assets-edit - Edit Mux assetsmux:assets-delete - Delete Mux assetsmux:settings - Access plugin settingsmux:volumes-manage - Manage volumes and folders
Check your user group permissions in Craft's User Management section
Why aren't my videos syncing properly between Mux and Craft?
Sync issues can occur due to several factors: Webhook configuration: Ensure webhooks are properly set up in your Mux dashboard Queue processing: Check if Craft's queue is running (php craft queue/run) Manual sync: Run php craft mux/sync/all to manually sync all assets Asset status: Videos must be fully processed in Mux before they appear in Craft Database issues: Check for any database constraint violations in the logs
Why are my videos not playing on the frontend or showing security errors?
Video playback issues are typically related to security settings:
JWT tokens: Ensure signed keys are properly configured for secure playback
Domain restrictions: Check if playback restrictions are limiting your domain
CORS settings: Verify CORS origins are correctly configured
Playback policies: Ensure videos are set to "public" or "signed" as needed
Template implementation: Verify you're using the correct template variables for video display
SSL requirements: Some playback features require HTTPS