The videos have been working for two years fine and now are blank. The audio plays. We have not upgraded. Please help this is our mission-critical site…
Hello @verobeachmarketing,
Thanks for writing in! Could you please update to the latest versions?
Our latest versions are:
- Pro theme
4.3.3 - WordPress
5.7 - PHP
7.4
This latest release contains fixes for several issues so be sure to check out the changelog:
After doing the updates, always remember to clear all caches (if you are using WP Rocket, WP SuperCache or W3 Total Cache) when updating so that the code from the latest release is always in use. This will help you to avoid any potential errors.
It could also be caused by a plugin conflict, amongst other things. Please check out this troubleshooting article here and follow the instructions for the following sections (where appropriate):
Testing for Plugin Conflict
Theme Update
JS Customization
Disabling Cache
Disabling CDN
If nothing is helping, provide us access to your site so that we can check your site and video settings. Please create a secure note with the following info:
– Link to your site
– WP login URL
– WP username
– WP password
– WP Administrator Role
- Confirmation that we can access and make changes to your site
To know how to create a secure note, please check this out: How The Forum Works
Please let us know how it goes.
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