For some reason when I switch from image to video, and place the video link, it will not show. This has been an issue for a while. I have cleared cache, etc. and updated the theme to the latest version. This is not a hosting provider issue, it is a themeco issue. Please help resolve this. I’ve been using you guys for years now and have many licenses on websites, so pleas don’t respond with a canned answer, and not support. Please help!
Screenshot attached.
Hi @thatcreativeguy,
Thanks for reaching out.
I have checked the video by downloading it in my local environment and it worked perfectly fine while adding in the Header. I have created a test page on your website and added the Video element to check the video and found that it is not working. It seems that there might be some different reasons behind your issue. I would like to suggest troubleshooting the following common issue to help us to recognize the reason.
- Theme Related Issue
- Plugin Conflict
- Theme Update related issue
- Child Theme Related issue
- CSS/JS Customization
- Disabling Cache
- Disabling CDN
If you discover that an issue is coming from a custom code or 3rd party plugin, kindly consult with a developer or contact the plugin author. Please note that we do not provide support for custom codes and 3rd party plugins.
If none of the above help, 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.
I would also request you contact your Hosting Service provider, to check if there is any restriction applied on the videos to load.
Thanks
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