Video player self hosted not working

Support
#1

Hi,
As you can see here :

Self hosted video are not working anymore on my site… (both classic and v2 player don’t work but were working fin until now !)
How can I fix this ?
Thanks

Quentin

#2

Hey Quentin,

I just tested the Video element (player type) on my site and it works fine. This means that there’s something causing the issue on your end. Let’s first ensure it’s not caused by something common. Please do the troubleshooting procedures mentions in our Common Issues article here: https://theme.co/docs/common-issues

Only if none of that works, give us the following info in a Secure Note.

  • WordPress Login URL
  • Admin level username and password

You can find the Secure Note button at the bottom of your posts.

secure-note
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Thanks.

#3

Hi,

I tried to deactivate all plugins and to remove the css / js custom codes…
No changes. Still nothing on the video player.

#4

Hello @baysquentin,

I have logged in and investigated your issue. I found out that this JS code you have added in the Theme Options > Custom JS is causing an error:

var refresh = window.getElementById('refresh');
refresh.addEventListener('click', location.reload(), false);

I have tested your video on my local install and it is playing perfectly. We do not have any problems with the video.

MBO38URET0SqE-qSdKPXrA
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It seems that a 3rd party plugin or that the X theme files were corrupted. Please troubleshoot for the most common issues in the site. You can check out this documentation guide:

I would highly recommend that you re install the X theme. There might be some files that is corrupted or missing. You can check out this guide to re install the X theme manually:

Kindly let us know how it goes.

#5

Thanks for your reply,

I re-installed the X theme.
I removed the JS Code
I tried again to de-activate all plugins one by one, but it doesn’t fix the problem…

Do you have any other suggestion ?

#6

Hi @baysquentin,

The cause is one of the plugins, I deactivated all plugins all at once instead of one by one, and the video works

image
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I thought it’s not really working, it’s just the video initial frames are blank but once clicked, it plays.

This means the culprit is one or multiple combinations of the plugins. So instead of deactivating it one by one, please deactivate them all at once, then activate it one by one while testing the video. And if the video fails again, then the last plugin that you activated is the culprit.

Thanks!

#7

OK, I need all the plugins anyway, so I will host the videos elsewhere and use the embed videos…
Thanks

#8

You’re welcome!
We’re glad we were able to help you out.

#9

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