Advertisement Video not playing in loop

[educainventions]

Hello
The video, shown below in the screenshot, is not playing in loop even though the loop setting is ‘On’, as highlighted in the screenshot. We are also using Google Optimise for AB tests for the 2 videos.
Let us know how to get the second video to play in loop.
Thanks!

[tristup]

Hi @educainventions,

Thanks for reaching out.
Sometimes the only screenshots don’t help us to recognize the issue you are having. We need to examine your site to get the cause of the issue.
Can you please provide login credentials for your site in a secure note to examine it further, including:

– WordPress Site URL & Login URL
– Specific Page where you are having this issue
– WordPress Admin username/password

To create a secure note, click the key icon underneath any of your posts.

Thanks

[educainventions]

Hello @tristup

Thanks for your quick reply.
Please have a look at the secure note with all the details required.

Thanks

[marc_a]

Hi @educainventions,

Thanks for providing all the pieces of information! I went ahead and check everything and the second video is just showing fine on my end. I suspect that this is just a cache on your end. I suggest that you clear any 3rd party cache integrated with your website, clear browser cache or you can use incognito mode to bypass the cache.

Hope that helps.

Thank you.

[educainventions]

Hello again.

Yes, the video is showing fine in our ends well too. That’s NOT the problem.

The problem is that the second video does not LOOP when it reached the end. I mean, it doesn’t start over again, so the last frame of the video (black) is what the users will see when the video reaches its end (see image below)

That said, we tried with your recommendations, we purged the cache memory of the website, then our browser, and entered incognito mode to the website, yet the video below still does not play in loop, can you access with the credentials that we gave you earlier in the secure note and take a look? the video is located at the following link: https://www.edinventa.com/heromask-languages-mathematics/

Thanks.

[tristup]

Hi @educainventions,

I have checked and found the issue with the video as mentioned. I went ahead and check by added the video into a blank page and it didn’t work. It has been also found that you are still using an older version of the theme i.e. 4.2.3, I would suggest you update it to 4.3.3 and check if that resolves the issue.
If that does not resolve the issue, I would like to suggest troubleshoot the following common issue to help us to recognize the reason.

1.Plugin Conflict
2.Theme Update related issue
3.Child Theme Related issue
4.CSS/JS Customization

Please check by removing the JavaScript code added through the Head & Footer Code plugin under Settings > Header & Footer.

If none of the above helps, please copy your live site to a staging server so we could troubleshoot freely without breaking your live site. And give us access in the secure note including:

– WordPress Site URL & Login URL
– WordPress Admin username/password

To create a secure note, click the key icon underneath any of your posts.

Thanks

[educainventions]

Hello
We have updated the theme but still the video is not playing in loop.
How can we troubleshoot of the issues you mentioned?
We can provide you the access to the live site so that you can troubleshoot and resolve the problem.
Thanks

[marc_a]

Hi @educainventions,

I was able to fix your second video, it is now looping the video correctly. I Just change the mp4 format to m4v format same as your first video then it will do the tricks. Please apply the changes to the other languages.

• https://www.edinventa.com/heromask-languages-mathematics/

Hope that helps.

Thank you.