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Hello, my website uses WordPress with WPLMS, and I’ve recently started using FV Player. It initially worked very well, but recently some users have reported that videos using FV Player cannot be played. The issue is that when they open the videos on my site, the play button appears unusually large in the center and the videos won’t play properly. However, not all users are experiencing this issue. What could be the problem, and how can I troubleshoot it?
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Hello,
If the play button appears too big it might suggest that your users were not able to load your page properly.
This could occur if some of your users run into random little connection issues with your web server. Loading the page again should solve the problem.
Please let us know if you are using a CDN to avoid this issue. Otherwise I would advise you to use a CDN service, specially if your website users come from different parts of world.
If you could attach a screenshot of what they are getting it would be useful too.
Thanks,
Martin
Thank you very much for your reply. I have submitted the user’s error screenshots. I am using a global CDN, and I have ruled out issues related to the network and the user’s personal computer environment. The steps I took to rule out these issues include testing with a user experiencing access issues in Japan. When I access the problematic video from mainland China with my account, there is no issue. However, when I log into his account from mainland China to access the video, the problem occurs. My system is WordPress + WPLMS. Thank you very much for your reply. These users experiencing issues are paid users of my site, and I am quite anxious. Thank you.
Hello,
It’s great that you can reproduce the issue.
Does the same issue occur if you setup a test student account with the same kind of courses and try to play a video? I don’t think this should depend on the user location.
Does the same issue occur if you switch to a different WPLMS theme?
Thanks,
Martin
Hello,
When there was an issue with a user experiencing abnormal behavior, I tested with other users accessing the same video and it played normally. Additionally, the problematic user was able to play videos normally using the built-in player of wplms. It seems that this user might have triggered some sort of limitation, which I am currently unable to replicate. I have not tried switching the WordPress theme, as my website is in a live environment and is accessed by several users.
Hello,
Are you using any plugin or a service that would optimize the CSS styles for your website?
I wonder if that could run into issues randomly.
Thanks,
Martin
I checked and besides the standard plugins of wplms, the currently enabled plugins are as follows:
WP Content Copy Protection & No Right Click
Blog Social Sharing Component
NotificationX
Disable XML-RPC
Beaver Builder PluginAdditionally, today I found the user who was having problems. I reset his course using the course reset feature in wplms (which resets things like his course viewing history on my website), and then he was able to access the fv player videos normally. It’s very strange how this course reset feature could conflict with the browser.
Hello,
If you run into the issue again I would suggest you to save the page as HTML and then check the file for CSS stylesheets. Will it have the FV Player CSS file at all?
Thanks,
Martin
Hello, I’m now experiencing the same issue with my own account. Below the video, I found this error message:
Admin JavaScript warning:
I’m sorry, your JavaScript appears to be broken. Please use “Check template” in plugin settings, read our troubleshooting guide, troubleshooting guide for programmers or order our pro support and we will get it fixed for you.After clicking “Check template,” it shows:
“We also recommend you to open any of your videos on your site and see if you get a red warning message about JavaScript not working.
FV Flowplayer script found: https://www.iloveaws.cn/wp-content/plugins/fv-wordpress-flowplayer/flowplayer/modules/flowplayer.min.js?ver=7.2.12.3!
jQuery library found: https://www.iloveaws.cn/wp-includes/js/jquery/jquery.min.js?ver=3.6.4!”The videos still won’t play, and none of the videos using FV in this course can be played, whereas videos using the default WordPress player can. Thank you.
Hello,
When it happens please check your page HTML code to see if all of this is present:
- wp-content/fv-flowplayer-custom/style-1.css
- wp-content/plugins/fv-wordpress-flowplayer/flowplayer/modules/flowplayer.min.js
- wp-content/plugins/fv-wordpress-flowplayer/flowplayer/fv-player.min.js
If you can also try to enable Settings -> FV Player -> Integrations/Compatibility -> “Load FV Flowplayer JS everywhere”, more about that here: https://foliovision.com/player/developers/dynamic-content-loading#loading
Also, the built-in CSS optimization might be running into issues. You can disable that using Integrations/Compatibility -> Disable saving skin CSS to a static file
Thanks,
Martin
