Background Video Not Playing Automatically

Support
#1

Hi!

I’ve been using the Integrity X theme for quite sometime and haven’t changed a thing (except for occasional updates.)

My background video stopped working. It does not show up. Instead there is a white screen behind my white words. The back up background image does not display. When I click the spot where the video would normally play a square version starts playing. Not full screen. Before the video played automatically and at full screen.

Do you know how I can resolve this issue?

Sincerely,
Jaclyn

Link: https://www.hcfmedia.com/

#2

Hi There,

Thanks for writing in!

We are really sorry that you are having the issue with the update. I checked your site and I can confirm the issue.
I tried adding the same video in my local setup and the video works fine. I think there is some Plugin conflict or caching issue on your site.

Can you please try disabling all third-party plugin and clearing your server cache? also please go to x-> settings -> System Clear the Style Cache.

If that doesn’t help please send us the login details in a secure note so that we can have a look.

Please make sure you have updated the theme and plugin to latest version.

Thanks

#3

Ok I need help clearing the cache. Do you think you could help me?

#4

Hello @jaclyn,

Thanks for updating the thread.

I have recorded a screencast that you can take a look ato clear cache. Please let us know how it goes. https://cloudup.com/cOUWdYeLwa2

Thanks.

#5

Hey thanks!

I cleared the cache and nothing changed. I used a reliable wordpress plugin to clear it.

Do you have any other ideas for whats next? My theme is up to date.

If you would like my login info to go in snd take a look that would be greatly appreciated.

Thanks.

#6

HI Jacclyn,

Upon checking your installation you are using a fairly old version of X.

At this time we will require you to perform a manual update.

Please access your site via FTP and remove X and Cornerstone from WP-Content/themes & plugins.

Access your Apex Dashboard and download the latest version of X and re-install it.

https://theme.co/apex/dashboard

After that access your licenses page remove and re-add your URL

https://theme.co/apex/licenses

Once you do that go back to your WP Admin dashboard > X and add your purchase number to validate your theme.

Hope it helps

#7

Will this mess up my entire website?

Will I lose anything?

Thank you for the help.

#8

I used back up buddy to back up my website but for some reason it said error.

Also I have located the theme in my host. There is x, child-light, and child-dark. do I need to delete all three then reinstall them?

#9

Hi,

Please try backing up using this plugin - https://wordpress.org/plugins/updraftplus/

Yes, please delete and reinstall.

Thanks

#10

This plugin said error when I tried to back up.

ERROR: Have not yet obtained an access token from Google (has the user authorised?) (Invalid request (refresh token not present).) (no_refresh_token)

I then sent the back up to drop box and a zip error occurred. This is frustrating!

I did get the back up for to dropbox but with zip errors. Do you think it is ok to move forward?

#11

I GOT IT TO BACK UP WITH NO ERRORS!! HURRAY!

Now to attempt this update… I am scared.

#12

Hi there,

I recommend cloning your site first in sub-domain or sub-folder and make sure it’s a separate instance than your live site. Then test the update on that cloned one and fix all issues, once then, you can simply overwrite your live site with your working cloned site. That way, your live will stay up and less downtime.

Thanks!

#13

Alright I have officially completed the manual update.

The website looks worse… The main video still does not play, everything is skewed to the left and the logos are stagnant instead of moving.

Please help!

#14

Hi Jaclyn,

You have updated the X to the latest version (6.0.4), but not the Cornerstone, please update the Cornerstone to the latest version (3.0.4) as well.

You can simply do this, by navigating to Plugins panel deactivate and delete your current Cornerstone. Then navigate to X > Validation, Wait for a few seconds X will automatically install the right version of Cornerstone for you. Navigate back to Plugins panel to activate the Cornerstone (if it’s not already activated)

Remember to clear all caches (plugin, server-side, CDN, and browser’s cache) after updating so that the code from the latest release is always in use. This will help you to avoid any potential errors.

Hope it helps,
Cheers!

#15

Ha… It just got even worse. This is crazy! What do I do now? My entire home page is different than it was before.

#16

I was attempting to fix the home page video and now everything is skewed, not showing, formatted differently… To be honest this is terrible.

#17

Hi Jaclyn,

Do you have a modification of your current child theme (x-child-integrity-light)? If so, you need to install a new x child theme and moved all your modifications to the new child theme, as you can see on the Appearance > Themes there is an error on the x-child-integrity-light child theme. Else, try switching to the parent X and see if that makes the site better.

I did not see what version of X your site is coming from but based on your child themes it is a legacy version, if this is true then readjusting some of your settings and content is inevitable. It’ll be easier though since you already have the content and if you utilize the Cornerstone.

However, if your child theme is heavily modified then I would strongly advise that you just restore back your site to the old version. Sorry I was not able to check your child theme to confirm this for couple of reasons, a) the x-child-integrity-light is not accessible from the backend and b) the FTP credentials you provided above did not work.

Thanks,

#18

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