Revolution Slider not working properly on Client's homepage laptop/Chrome

Support
#1

According to client, they cannot see the movie, just a still photo.
Any ideas?

Thanks

#2

Hi there,

Thanks for writing in! Is your client using a touch screen laptop? Hybrid devices (with touch screen) has known issues as they sometimes being treated as mobile devices/Tablets. Please check this out https://www.themepunch.com/faq/video-not-showing-up-on-mobile/

If the PC is not a hybrid one, then there could be multiple factors, please test for the following:

  1. Ensure everything is up to date according to our version compatibility list at https://theme.co/apex/forum/t/troubleshooting-version-compatibility/195. Please follow the best practices when updating your theme and plugins. See https://theme.co/apex/forum/t/setup-updating-your-themes-and-plugins/62 for more details.

  2. Clear all caches including browser cache then deactivate your caching plugins and other optimization plugins.

  3. If you’re using a CDN, please clear the CDN’s cache and disable optimization services.

  4. Test for a plugin conflict. You can do this by deactivating all third party plugins, and seeing if the problem remains. If it’s fixed, you’ll know a plugin caused the problem, and you can narrow down which one by reactivating them one at a time.

  5. Remove custom CSS, JavaScript and deactivate your child theme and switch to parent theme (take a complete backup first).

  6. Contact your host to increase your allocated memory or do it yourself by adding this code in your wp-config.php

define( 'WP_MEMORY_LIMIT', '256M' );
define( 'WP_MAX_MEMORY_LIMIT', '512M' );

Thanks.

1 Like
#3

Thanks for the reply.
Everything works fine for us on Chrome and I already checked for plugin conflicts.
Will ask client what device and OS is having the issue.

#4

Hi again,

It must be the touch screen PC then as it is disabled for touch devices and poster image is displayed instead.

It’s known issue with hybrid devices (mixed of both desktop and mobile touch features). Some features load on mobile is different from desktop. Most modern mobile and tablet devices now surpassed desktop screen resolution. Hence, it’s harder to detect if a device is a desktop or mobile since hybrid device specs are almost equal to a tablet.

The only thing that separates them now is touch feature, now they introduced it on laptop/desktop too.

You can still follow this one https://www.themepunch.com/faq/video-not-showing-up-on-mobile/

Hope this helps!

1 Like
#5

This helps a lot, thanks for the detailed info.

#6

You’re most welcome!

#7

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