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Hi,
We are using encrypted HLS videos.
Since upgrading to version 8 we are receiving feedback from our users that they sometimes get the error “html5; Video not properly encoded” in videos that play well usually. Others report that they see this when their Internet connection is slow or unstable.
I remember vaguely that we had a similar problem many years ago when we started using encrypted HLS, then you changed some parameters, and it was solved, and you added it to your standard testing procedure.Thank you for your time, and greetings from the Netherlands!
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Hello Girish,
Are they getting these errors on random videos or does it appear to be a specific group of the videos?
Are your users able to play the videos if they simply reload the page and try again?
Are you noticing anything in your PHP error logs that seems to correlate with these failures?
Could you please setup a test page with one of the videos?
Thanks,
Martin
PS: Another complication: The videos in question are delivered via CloudFront, and we do have participants in different areas of the world.
They seem to get this error message sporadically on encrypted HLS streaming videos, not on the usual unencrypted mp4 uploads that we also use.
Yes, after reloading the page they can continue normally.
I did not see any php error related to this (looked in public_html -> php_errorlog).For me, it plays fine, but we have a fast and reliable connection here.
Thank you for your attention and your time!
Greetings from the Netherlands
Hello Girish,
Please let us know if these users are all using iPhone or any specific browser or operating system.
I wonder if this could be an issue with iCloud Private Relay which the iPhone users might be using. Here is a full description of the issue for reference: https://foliovision.com/2025/01/icloud-private-relay-secure-streaming
So you can try to enable “Cookie Protected Encrypted HLS” setting in wp-admin -> FV Player -> Settings -> Pro Features and see if these complaints will go away.
Thanks,
Martin
This is a good point, I had that already with one participant.
Next time I will ask them immediately if they use iPhone and Safari.
Thank you!
