Frustrated X Theme Non for Profit user

Support
#1

Hello Support,

We purchased " X Theme" in 2017, bundled with other products including “Slider Revolution”.
It worked periodically through 2018 and stopped working in 2019. We contacted Slider Revolution and Theme co over time regarding updates that have not worked. One problem is Slider Revolution lost its AUDIO, yes our commercial clips have sound. I’ve had Techs from both sides Log-in to fix it. So even after we paid for an upgrade we still could not get the Audio of Slider Revolution to work. We have searched for your product which took a year to build.

Let me just say this we are not happy but we are not angry Just Frustrated as you see the name of the site is ( Christian Defense International ) But put yourself in our position if you sell a Template that is a bundle with supposedly the best slider on the market back then, are you part of this problem.

As a dealer of this product, I will make an analogy in layman’s terms - you go to a car dealership to buy a Ford or a BMW car, but after about a year you had a problem with the tires or the battery keeps going dead. Do you say to the customer talk to Goodyear they make the tires or talk to the battery company? The bottom line the car was sold to you bundled with tires and other amenities; you need to get together with Slider Revolution and fix this problem if you find out that these two products don’t work together.

WE would like a refund for the paid license of Slider Revolution, or if you can replace it with another slider that where the audio works with your product.

Thank You,
TH

#2

Hi @TrevH,

Sorry that you’re having trouble with the Slider Revolution, but please be aware of the browser’s Autoplay Policy, if your video is set to autoplay then that will be muted by the browser. You can read more details here about the autoplay policy.

And if you set the video as background then that won’t have audio as well. If you need the video to have audio, please add it as a video layer on your slider and turn off its autoplay option.

Hope it helps,
Cheers!

#3

Hello Friech,

I don’t think that’s the problem, I also added my website o allow to auto-play Media. It also does the same thing on the MSN web browser EDGE. If you want I can send you or someone a User Name and Password and have someone look at it because all my other tons of youtube videos play outside of Slider Revolution. one other question, if the Slider Revolution is a slider and video player. why wouldn’t it have be set to default video play?

Please let me know thanks.
TH.

#4

Hi @TrevH,

Yes, I understand your frustration, but the time of the issue (2018) and the losing of audio are all aligned with the Autoplay policy.

I have just tested this on my end and it is still the case, if the video is set to autoplay it will be automatically muted by the browser. But yes please, we would like to take a closer look at your slider configuration, please provide us login credentials in a secure note. If you have multiple sliders, please let us know which one has the issue and on which page you added it.

Thank you,

#5

Hello again Friech,

It looks like there is corruption with this video, wedged into Slider Revolution. the only auto play we saw was HTML 5 AUTOPLAY which is switch to off. and the new youtube video ID is not registering after removing the old one. It is showing the same old video from 2018 without sound. See below.

Thank you,
TH.

#6

Hi @TrevH,

Thank you for the credentials and for your patience. I have checked your slider configuration and found out a few things:

I saw on your other slider (CDI - HOME) that you set the video as a background-video and a video-layer. Please note that there is no way around with the background-video, background-video will always be auto-playing and muted (no option). So you need to have your video as video-layer (with autoplay option) if you want it to have audio.

And as you can see on that screenshot, you added the entire URL of the video, while it should only be the ID of the video (highlighted characters).

Yes, I have experienced this issue on your site as well, I figured out that your site has a very aggressive caching, so I am appending ?nocache=1 on the URL and changing the number every time I refresh the page to get around with the caching and see my changes on the slider.

Yes, I agree, please delete that 9th slide (The Passion) from your slider (Agency Home) and rebuild it.

Now, let’s go back to the autoplay policy issue, I created a test slider and a test page so I can easily test it. As you can see on the link below, the video autoplayed but muted. However, if you turn off the autoplay and user manually plays it, it will have audio, that’s the autoplay policy. My recommendation would be to keep the autoplay On, but turn On the Controls option as well so the user will have the option to unmute the video.

Another thing, it looks like your caching plugins are hindering your development and troubleshooting. I notice that you have WP Super Cache deactivated, When I try to activate that to CLEAR its cache it throws a Fatal error, so there is something wrong about that plugin, please delete that plugin and reinstall a fresh copy, then CLEAR its cache. Clear the cache of Comet Cache as well. Might as well deactivating these caching plugins and all other caching features while the site is under development.

Have a nice day,
Cheers

#8

Hello Friech,

I agree corruption in Slider Revolution. And the Video ID was our problem we made it. Because the old Video is still holding on to Slider Revolution, and where-putting in different ID’s any which way so we left it that way. On Slider Revolution. Sorry we saw the Test Slide was there, we then when to your screen first. Then Back to Revolution start page, your test slide it was gone.

If you can duplicate it again for us that would be helpful, your user name and password is still good
Also if Slider Revolution remains corrupted after this. you will need to show us a video or a link on how to back up the content and uninstall Slide Revolution. maybe the upgrade to 6, not sure but that video played with sound for about a year.

Thank You,
TH.

#9

Hi @TrevH,

No, I did not mean to re-install the Revolution Slider, what I mean is to delete those slides (not slider) containing the video as those are the problematic ones.

I created another test slider for you, but this one includes all the slides from your “Agency Home slider” except the ones that have the video The Passion and Risen.

Then I rebuild those slides with the video, and as you can see on my test page, the slider works normally in there. The videos are auto-playing but still muted.

I did deactivate the Comet Cache plugin as I believe the caching has something to do with your slider issue, please keep that deactivate for now and any internal caching that your site might have, please deactivate it.

Maybe that time your browser meets the autoplay policy condition (listed on the link I provided above) and allows your site to autoplay an unmuted video. I’m sorry but there is nothing we can do about this muted autoplay, you might be able to force it on your own browser but there is no guarantee that it would work on the viewers’ end. This autoplay policy was made to prevent autoplay on ads videos and other annoying autoplaying web page elements.

On other note, As you notice that your slider has an empty white content at some moment, that is because your image that is supposed to be a background, you added it as Image Layer, what happens is those Image Layers, prematurely exiting together with the text before the slide’s transition, leaving the slide with no layer and looks empty.

Thanks,

#10

Hello Friech,

Well it looks like its corrupted we can even remove the old video by deleting it., even after putting in a new ID. Now playing for over a year.
Nothing is your fault anymore, we never really worked with ver. 6
even one of my regular Slide is also is corrupted. but you may not notice
We might have to build another CDI Home Template and start over.

Friech we may need you sometime again in the future.
Thank you

#11

@TrevH,

Just let us know if you have any questions in the future, we will be happy answering your query.

Thank you.

#12

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