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We’re receiving complaints from customers that our Amazon s3 / Cloudfront hosted videos have their audio muted (a little x appears on the icon in the control bar and clicking on it has no effect).
We have had some success when we recommend the customer empties the Cache on their browser, but today it’s been happening to us on our own systems – several times in one day (despite emptying the cache).
I emptied the Safari Cache on my system this morning, but just at the moment, the audio is not working on Safari when I play our videos. (When I go on to YouTube, the audio is fine).
Using Firefox and Chrome on my system just now, the audio is normal.
On my partner’s iPad, the audio plays fine through Safari, but on her Mac Pro it does not.
I deactivated most of my plugins twice today, and that had no effect.
Using Pro FV Player – Version 7.5.10.727
We’re puzzled and very worried. Please help us to sort this mess out if you can.
Best wishes, Andy
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If it helps, the OS is Mac 12.0.1
One of our videos is located at: https://workingsheepdog.co.uk/tv
UPDATE!
Video plays fine (including audio) when I by-pass FV Player by pasting the s3/CloudFront video url into a browser.
Hello Gillian,
I deeply apologize for the delayed answer.
I tested out the video and can confirm that this happens on any browser when the last remembered audio level is muted, it cannot be unmuted.
Since it seems it’s not a plugin conflict, you can try switching the theme in the meantime. Just trying it in the theme preview mode is enough.
Our developers will have a look at it and get back to you soon.
Thanks,
Maria
Hello Gillian,
I prepared a fix for this for the next FV Player version. To get it right now you can reinstall FV Player from this link: https://github.com/foliovision/fv-wordpress-flowplayer/archive/master.zip
To do that you will have to first deactivate and delete the current FV Player plugin you are using. WordPress will warn you that you might loose settings and data, but it’s not the case with our plugin, no settings now videos will be lost. Or you can just replace the plugin files via FTP.
The issue would occur if you muted the video and the reloaded the page and tried to unmute it again.
Thanks,
Martin
Thank you for your eventual reply…
We are all busy, but some word that you were taking my post seriously would have avoided a lot of serious worry on our part over the past days.
Instead, the post was ‘awaiting moderation’ so we didn’t know whether we would ever get the player working again… It’s our income, so it’s an extremely serious matter for us.
WE ABSOLUTELY LOVE THE FV PLAYER, but if you could sharpen-up your communication, it would save a lot of worry.
As it happened, once I found that a public video would play in a browser (with audio) I knew it had to be the player or WordPress (not Amazon s3 or CloudFront) so this morning, I reinstalled the player. I don’t know whether you had updated the player by the time I reinstalled FV Player (early this morning) but it worked, and it’s working now!
I have 7.5.10.727 – and the Pro plugin is 7.5.11.727.
The theme is Twenty Twenty-One.
After the stress of the past 48 hours, I don’t feel inclined to install the plugin on your link just now. The site is working well again now, so I might wait for the official update release – but I do appreciate you providing the link – thank you.
We have a saying in the UK – “if it ain’t broke – don’t fix it” and in this case, that’s what I’m doing.
Thank you for the plugin fix – but please SAY something to assure customers you’re looking into their worries!
Best wishes, Andy
Hello Andy,
the late reply, although due to unforeseen circumstances, was entirely my fault.
Thank you for sharing your thoughts and feelings, we appreciate it, and I will make sure to spare you the worries and answer promptly in the future.
We are happy and thankful to hear that you like FV Player and that it plays such a substantial role in your endeavors.
Since a couple of hours ago, the fix is also present on https://wordpress.org/plugins/fv-wordpress-flowplayer/ or you can also reinstall it via wp-admin -> Plugins Install. It is still the 7.5.10.727 version.
The fix will, of course, be a part of the next release if you’d rather wait, as you mentioned.
Thanks,
Maria
Thank you Mária,
Well, we all make mistakes! We’ll put it behind us now. As I said we’re very fond of FV Player and hope to use more of it’s features in the future.
And OK – I’ll go ahead with the reinstall then!
Best wishes, Andy
