-
Hello,
We upgraded our FV Player and FV Player Pro plugins yesterday and are receiving this error on all of our videos “HTML5: Video file not found. Please reload and try page again.” Screenshot attached.
We use vimeo to host our videos.
Can you please help resolve this issue ASAP?
Thanks
-
-
Hello Brian,
could you please send a test page, or at least the Vimeo video URL? Are you sure they can be opened on Vimeo, at least when you are logged in?
Please check Settings -> FV Player Pro -> Hosting -> Vimeo (Pro). There should be a message like this:
Your Vimeo access token has been successfully verified (last check: {date})
Does it appear?
Do you use wp-admin -> Settings -> FV Player Pro -> Hosting -> Vimeo -> Turbocharge Ajax loading?
Please check wp-admin -> Settings -> FV Player Pro -> Hosting -> Vimeo (Pro) to see if here is a message like:
There were {number} API errors, last one from {date}
There you can click to see the list of errors, does it show for some of the video which do not play?
Thanks,
Martin
Hi Martin,
Thanks for getting back.I checked our Vimeo access token which says “Your Vimeo access token has been successfully verified (last check: Wed, 29 Sep 2021 15:07:06 +0000)”
When checking the API errors it shows this “2020-09-18 16:56:19: Error for video https://vimeo.com/459444: The requested video couldn’t be found.
2021-02-26 18:38:40: Error for video https://vimeo.com/51725690: The requested video couldn’t be found.
2021-02-26 18:38:41: Error for video https://vimeo.com/51725690: The requested video couldn’t be found.”It doesn’t look like we had an API error recently. Going back and looking now, it looks like our videos are starting to come back online? I’m not sure what changed over the past 5 hours…
Should I still send you a test page?
Here’s a test page with a video that isn’t working: https://learn.therapywisdom.com/testing-muse-ai/
When a video works and doesn’t seems to be random.
Thanks
Hello Brian,
seems like the loading routine in FV Player Pro is running into some PHP error. So please check that in 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 these errors available in wp-admin: https://wordpress.org/plugins/error-log-monitor/
You will just have to play the video again and see if it fails.
Another thing would be to try to disabled the Wordfence plugin, maybe it’s interfering with our loading routine.
Thanks,
Martin
Thanks. We are looking into that issue. I’ll respond here with our results.
Hello Brian,
it plays for me now, please let us know what was the issue if you have a bit of time.
Thanks,
Martin
Hi Martin,
I’m unsure of what the issue was… it just seems to have righted itself. This is simultaneously good and bad as I wish I had an explanation for what happened. But am happy that it’s working again.
Thanks for your help, I’ll keep you posted if anything changes.
