Often this is attributed to a recording error.
To correctly record a video via the Catalyst app, orientate the device in “landscape-right”. This means that the Home button on the device should be on the right side of the videographer and the device must remain in a horizontal position.
To view a video that has not been recorded in landscape-right, download the video to your computer rather than attempting to view it in the Portal.
For additional assistance, please contact Support.