Video Playing Issues

Support
#1

Hello,

We’ve been having issues with a video. We’ve had multiple people visit our website and say the embed video didn’t auto-play when they viewed that page in mobile. So, we took that section the video is in, duplicated it and made a “mobile” section for it, so when users view on mobile they will see that video section (in that one we added a poster image with a play button, so mobile users would know to click the video to play it).

Though, now it appears, we might be having issues on the video (desktop section one). We had one visitor say they heard the video, but couldn’t see it. Though, when we go to the page, it seems to be okay for us? We are at a loss, and have tried troubleshooting and testing with absolutely no leads.

Would you mind looking at the page with video, and let us know what we must be doing incorrectly?

#2

Hi Heather,

Thanks for reaching out.

I checked and it’s not playing on both dekstop and mobile, probably because of video format. Could you try converting your video format to MP4? The MOV format will not play on most devices other than Mac or iOS, and sometimes it’s not too.

Once the format issue is solved, then we’ll check this again to see what’s really going on. Though I already tested a video with the correct format and it works on both desktop and mobile. And please note adding a poster image only allows the browser to display it if the device doesn’t support it. If the poster image with the play button is displayed, the user is probably not able to play it since the image is displayed instead of the video.

Thanks!

#3

Thank you @Rad I was not aware of the file format issue – good to know! I’ve changed the video to .mp4 now. On your other note, should I just remove the poster with play button now? Originally, I added it, because visitors were stating the video wasn’t playing on the site (I had it on autoplay)… so I took it off autoplay and added the Play button image.

Would you mind checking again? It has always played for me, so I’m not aware if visitors will still have a problem or not.

#4

Hello Heather,

The poster image will display in smaller screens when the video is not playing. You may remove the poster image and then enable the “Autoplay” option.

Hope this helps.

#5

This topic was automatically closed 10 days after the last reply. New replies are no longer allowed.