My client/vendor/person says their video file is corrupt. What do I do?!

First ask...

Is this a client talking about a video deliverable, i.e. a video processed by TechOps for something like CC embed or subtitle render or open/expanded description?

If not, the troubleshooting ends here. We do not troubleshoot client exports other than providing them with our specs.

                If so, then ask...

Is there anything nonstandard about the video? Problem areas include: 

The video is a very large file (10+ GB file size). If so, older or slower computers may struggle to play the video properly in standard players if the computer is not provisioned with a fast CPU and/or video processor.

The video is CC embedded. If so, most standard players may play the video improperly or fail to load the CC as expected. TechOps' recommended player for any CC embedded videos is Telestream's Switch player: http://www.telestream.net/switch/overview.htm

The video is a specialized codec (e.g. ProRes, DNxHD, HEVC). Most standard players support fluid playback of basic video codecs, like AVC video in an MP4 video file. However, more advanced, specialized, or proprietary codecs may not be fully supported or supported at all in certain players. For example, ProRes video codec is owned by Apple and thus most fully supported and best played in QuickTime player on a Mac computer. Playing a ProRes video in a different player or on a Windows computer may result in playback errors that clients might interpret as "corruption" in the video itself. Video codecs may be installed individually on computers to support better playback, like allowing for quality ProRes playback on a Windows station. However, TechOps can neither recommend nor troubleshoot individual client station video codec and player setups.

Is this a vendor talking about a video received from Captionmax internally for vendor production?

If so, then ask...

What software is the vendor using to load the video?

What specific errors is the software indicating when the vendor attempts to load the video?

Was the vendor sent an original (untranscoded) client video or an internal Captionmax transcode of a client original? Internal transcodes will have some version of an _[PROXY] suffix. 

What file type and video codec is the video? Does the vendor usually work with these kinds of file types/codecs, or have they reported issues with them in the past?

By answering these questions, clients may discover solutions to playback issues on their own. If they're still stumped, providing TechOps with summarized answers to these questions in email format will help us narrow our focus and respond more quickly to address the issue.