Video Players Pause with Poster

Support
#1

I’ve noticed that I seem to have spotty luck with the Poster image on any video player files disappearing or not. It seems to depend on browser type and hasn’t been totally consistent as to what causes the error.

I have been using files that are encrypted via a third party. Could this be the issue? I’m more or less curious as to what criteria needs to be met for the videos to show a poster but play across all browsers.

VIDEO LINK EXAMPLE

#2

Hi Tim,

Thanks for reaching out.
It might be due to the Autoplay Policy, as you know about the Autoplay Policy Change, you need to Muted the video, to start the video, automatically or wait for user interaction and play videos on demand unmuted.
If that is the case, I would suggest muting the video to make those autoplay.

If that is not the case and you are trying to point out something else, please provide the page URL and any screenshot marked with the issue or any video that helps us to recognize the problem.

Thanks

#3

I never use the Autoplay function. I will attach a secure note with URLs so you can see the exact videos for feedback.

#4

Hi Tim,

There might be some issue with your encrypted video files which is blocking the poster image. I have created a test page and added two different video elements one with the encrypted video and another mp4 video. The mp4 video works fine whereas the encrypted one not worked properly.
I would suggest you contact the third party service, which encrypting the video.

Please find the test page URL in the secure note.

Hope it helps.
Thank

#5

Thank you. It would appear that moving to MP4 without the extra level of encryption was causing the issue. I am converting all to traditional MP4 links and it seems to work.

#6

Hi Tim,

We’re glad that you’re able to solve your issue. If you have any other concerns regarding our theme features, feel free to reach us.

Thank you.

#7

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