Thanks for the response. The video is self-hosted and meets all the requirements. In the first week it was playing flawlessly on both mobile and laptop but now it is not playing.
The phone is not on power saving mode and everything is normal. I repeat, the video was playing normally for a week and it stopped automatically. Plugins are up to date. Theme is also up to date, I don't know what is the issue?
Earlier it was in mp4 format only and was playing very well for a week then it stopped, now I tried converting using your given link yet I can not see it play.
I would suspect that the video would also play on your site if you tested that file location instead of the copy on your own server. Because of this, something must have changed with your server configuration in the past week when you noticed the issue which has effected the playback. Did you potentially just enable Cloudflare in your setup? If so, I would attempt to disable that or bypass video files from being handled by them to test.
Hey team,
I have added a video to the header and for some reason it is not playing on mobile devices. Setting seems perfect to me, please take a look at it -
Hello Archies,
Thanks for writing to us.
Please check to ensure these options are met :
- Only Self Hosted Videos will play on Mobile.
- Make sure they are in 16:9 ratio for the mobile to render them correctly.
- Convert the videos and then add them as per their appropriate file format: http://themenectar.com/docs/salient/page-builder-row/#video-background .
Please let us know how this goes once you try.
Hey Judith,
Thanks for the response. The video is self-hosted and meets all the requirements. In the first week it was playing flawlessly on both mobile and laptop but now it is not playing.
Hi Archies,
Thank you for reaching out to us.
I can't seem to replicate this error from our end. I tested this on a Samsung S22 and the video is playing well.
Please let us know what device and browser you're using so we can test this out for you?
We look forward to your reply.
Thanks,
Hi Andrew,
Thanks for the quick response! I checked on iPhone 13 and iPhone 14 Pro using safari browser and for both I could only see the placeholder.
Hey Again,
Please confirm if the Iphones are not in power saving mode and video playback is enabled in the settings.
Thanks.
ThemeNectar Support Team
HI Tahir!
The phone is not on power saving mode and everything is normal. I repeat, the video was playing normally for a week and it stopped automatically. Plugins are up to date. Theme is also up to date, I don't know what is the issue?
Please help me with this. Thanks in advace.
Hi Archie,
Thank you for getting back to us.
Try and Clear the history and cookies from Safari on your iPhone and let us know if this issue persists.
We look forward to your reply.
Kind regards,
Hi Andrew,
I have been trying it in a private window only. Does it load at your end in any of the iPhones?
Hi again,
Thank you for getting back to us.
I was able to replicate this error on an iPhone 13. Allow me to escalate this issue to the developer to look into this and advise.
We appreciate your patience on this matter.
Kind regards,
Hey Archies,
I am unable to playback your .mp4 file on my iPhone when accessing it directly, which points to a potential encoding issue: https://salsaverse.in/wp-content/uploads/2024/02/New-promo-HZ-small-size.mp4
Have you tried to run that file through a converter such as https://video.online-convert.com/convert-to-mp4 in order to ensure the encoding is correct?
Kind regards
Hi team,
Earlier it was in mp4 format only and was playing very well for a week then it stopped, now I tried converting using your given link yet I can not see it play.
Please have a look. Thanks for the support!
Hey Archies, I still can't access the video file on your server directly (outside of WordPress) on iOS. However, I uploaded the same video to my own testing server and can successfully see playback: https://wordpress-571142-4172542.cloudwaysapps.com/wp-content/uploads/2024/03/New-promo-HZ-small-size-1.mp4
I would suspect that the video would also play on your site if you tested that file location instead of the copy on your own server. Because of this, something must have changed with your server configuration in the past week when you noticed the issue which has effected the playback. Did you potentially just enable Cloudflare in your setup? If so, I would attempt to disable that or bypass video files from being handled by them to test.
Yes! I had enabled cloudflare for SSL certification but not sure if I tried using their CDN. What shall I do if the self-hosted video is not working?
Hey Archies,
I just checked your site again on iOS and can see the video playing now. It looks like the location has been switched to https://prabhdeepmusic.in/wp-content/uploads/2024/03/New-promo-HZ-small-size.mp4
Are you able to view that video on your phone now as well?