Hero Video Background Will not Save

[Heisenbergww]

I have uploaded an .mp4 video to the media folder. When I go to make the background layer for my header it plays fine. I hit save and when I leave the backend it goes away. When I come back to the header builder, the link I copied is not there anymore. Please Help

[tristup]

Hi @Heisenbergww,

Thanks for reaching out.
It will be very difficult to recognize the reason behind it without investigating it through the Admin Dashboard. I would suggest you please provide login credentials for your site in a secure note to examine it further, including:

– WordPress Site URL & Login URL
– WordPress Admin username/password
– Specific Header where you have this problem.

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

Thanks

[Heisenbergww]

Information will be in secure note in this comment.

[tristup]

Hi @Heisenbergww,

I have checked the Header and found that the URL used in the Background Layers is different than the actual URL of the video. I would suggest you use the exact URL shown in the given screenshot and check if that resolves your issue.

Hope it helps.
Thanks

[Heisenbergww]

Yes I did that. My point is once I “save” on the backend. I leave and come back and it has switched back to the wrong url even tho I saved it.

[tristup]

Hi @Heisenbergww,

When I checked it shows the wrong URL and that makes the confusion. It seems that you are using CDN and the URL has been overridden to your website URL and that is why the video is not showing. I also have checked it in my local environment and the URL works perfectly fine. It seems 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.

1.Theme Related Issue
2.Plugin Conflict
3.Theme Update related issue
4.Child Theme Related issue
5.CSS/JS Customization
6.Disabling Cache
7.Disabling CDN

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 to 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