Video Section Header Playing Inconsistently

Support
#1

I have self-hosted video file set as the background on this page: http://swanson-apts.com/
The file is only 4MB (http://swanson-apts.com/wp-content/uploads/2018/06/Swanson-OCLB.mp4)

The video works great on my MacBook Pro, however, my client is reporting that they only see the poster image.

On a Microsoft Surface Pro, running Windows 10, using both Chrome and IE, they cannot see the video.
On a Dell Latitude, running Windows 10, it works in IE but not in Chrome.

I’m guessing the theme reads the Surface Pro as a tablet and not a desktop and that’s why it doesn’t play. But why the difference between browsers on the Dell laptop?

#2

Hello There,

Thanks for writing in! Regretfully we cannot check your home page and the section with a video because the site is under construction mode. Please give us access so that we can view the page and investigate further.

By the way, in your landing page, I am seeing a video. Are you referring to this one? I am on a Mac with Chrome and no issues here. Please clear your browser caches or use private browsing mode and test the site again.

Meanwhile, if you have the original video, please make sure that you have used the correct video format. I would you to convert your video again using HandBrake (http://handbrake.fr/) because in most cases, incorrect video conversion is the cause of such issues.

Please let us know how it goes.

#3

Thanks for replying. My client asked me to put it in construction mode after this post and I forgot to update. The construction mode now has a password on it so you can access. The password is:

#4

Hi @stuartrowens,

In regards to this concern, the link below could be related. You might want to check.

Hope it helps.

Let us know how it goes.

Thanks.

#5

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