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For some days we have not been able to play our .m3u8 videos on Safari via Desktop computer. It displays: “HTML5 Video file not found”. (We have FV Player Pro).
The videos play perfectly on Chrome and Firefox..
We have had this issue for some days now both on my Mac Studio and my wife’s iMac Pro. I have completely reset both Safari and our Internet Router. I cleared every Cache I’m aware of, including the one on FV Player settings and Cloudfront.
This morning, I created a staging copy of the site, and deactivated all of the plugins except the video player. The videos then played normally.
One, by one, I re-activated the plugins, and the player still played as it should.
When I deployed the Staging copy to the live site, the videos ceased to play again.
As I mentioned, this is only on Safari – on Desktop (they play OK on Safari via a phone).I wondered whether you can help with this issue please…
This is a link to an example video:
https://workingsheepdog.co.uk/online-sheepdog-training-videos-preview-tb/Thank you in advance
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Hello Gillian,
Your web server does not seem to handle HTTP range requests for PHP scripts. I guess same issue does not appear on your staging server. Thank you for posting all the details.
Please upgrade to FV Player 8: https://wordpress.org/plugins/fv-player
In the process you will have to upgrade to FV Player Pro 8 too, but you will see the wp-admin notices to do so.
Then switch FV Player Pro to Beta: https://foliovision.com/player/troubleshooting/switching-fv-player-pro-to-beta
Finally you will be able to enable wp-admin -> FV Player -> Settings -> Stream Loader -> “Emulate m3u8 files”. With that setting Safari will not use the HTTP range requests to play the HLS streams with URL tokens.
Please let me know if you run into any difficulty.
Thanks,
MartinThank you for your help, Martin.
I upgraded to FV Player 8 (was there a notification of this upgrade? I did not see one).
Then I switched to Beta and activated “Emulate m3uu files” but sadly, when I click the little “play” triangle in the centre of the video, it just buffers…
If I click the other “play” triangle (bottom left) it plays!
I hope we can get the main play button to work though – I’m not sure our members will think of clicking the tiny one…
Very nearly there though – thanks!Hello Gillian,
I can see the issue. It’s good that the video now plays on iPhone, but we need to look into what’s causing this odd behavior on desktop Safari.
Thanks,
MartinYour help is greatly appreciated, Martin.
Thank you.I don’t know how significant this is, but the following error was on my desktop this morning:
FV Player Pro: Stream Loader encountered errors while serving HLS streams: show detailsDomain d1iaqd6ffd2voo.cloudfront.net has error rate of 100%
Message: This does not look like a m3u8 file: <?xml version=”1.0″ encoding=”UT First: 2025-01-29 07:44:30 Last: 2025-01-29 07:44:30 Count: 1
Best wishes,
AndyThe above error message appears only on Safari (Desktop and Mobile).
FV Player is completely down on our website now – please help.
The videos won’t play on any browser.I have tried various backups and even uploaded the plugins from a recent physical backup of the site to my Mac Studio.
The image is from Chrome browser.
Hello Gillian,
It seems the signature for CloudFront is no longer properly calculated.
Please check wp-admin -> FV Player -> Settings -> Hosting -> CloudFront (Pro). What does it say for “Private Key”?
Thanks,
MartinYour Private Key file is present and appears to be valid. Click to put in a new one.
Hello Gillian,
The issue you are running into is best seen on https://workingsheepdog.co.uk/online-sheepdog-training-videos-preview-tb/ where the video splash screen is missing.
The link of the image is: https://d1iaqd6ffd2voo.cloudfront.net/tutorials-preview/1280-tutorials-preview.jpg?Key-Pair-Id=APKA3T5ZFKGN6VXZWD2I&Signature=&Expires=1738317204
Notice that the
Signature=part does not have a value.Please go to wp-admin -> FV Player -> and see if the players show with the splash images there. It would be best if you could check the player 133 directly. You can just enter 133 into the search field on that screen and enter “Search player”. The player should show up and we need to see if it will have the proper splash screen or not.
Thanks,
MartinHello Martin,
There are no thumbnails on the players.Hello Martin,
I just checked Amazon s3 and the jpegs appear to be where they should be.
While I was there, I emptied the cache on Cloudfront – but it made no difference, unfortunately.Thanks,
AndyHello Gillian,
Could you please check the issue on staging website where you disabled plugins one by one to see if it works there? I’m asking in case you still have that website available and it’s easy to check.
Other thing to do is to check the PHP error log. If you are not sure about how to check the PHP error log, the server technical support should be able to give you a hand.
Or you can install this plugin which makes a list of PHP errors available in wp-admin: https://wordpress.org/plugins/error-log-monitor/
The error should be recorded in that plugin PHP error log. It might show why the FV Player Pro function to add that
Signatureis failing.On our end I checked if FV Player Pro works with PHP 8.4 as I reliazed my test website is still on PHP 8.3. I did not run into issues. The proper
Signaturewas added.Thanks,
MartinHello Martin,
I disabled all plugins (except FV Player) on yesterday’s staging, but there was no difference.
Then (just in case) I created a fresh staging copy. and did the same – but still no videos or splash thumbnails.You should find a copy of the PHP Error log on this link: (redacted)
Andy
Hello Andy,
Thank you for the log, however what you sent is the access log and not the error log. Also, it’s from December 28th, 2024.
Please let us know about the up-to-date PHP error log. If the issue occurs on staging website too, then you can get it from there as well.
Thanks,
MartinSo sorry Martin…
I’ll try to open my eyes this time…Andy
Try again!
(redacted)The only staging copy I have now, is of the site today, so presumably it will be the same, but I’ll send it if you want it…
Hello Martin,
I didn’t read that log before uploading it. I hope it’s of some use?
It’s meaningless to me, but did I notice that some of the URLs are for the staging copy, as well as the live site.Andy
