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Hello, am currently hosting videos on DigitalOcean. All videos were encoded by Coconut and are in the m3u8 format.
They play great most of the time, but I continue to receive regular complaints from users getting either the “HTML5: video not properly encoded” or “HTML:5 video not found” errors. It is definitely a minority of users, but it is happening enough that it is becoming a real problem. Unfortunately I have not been able to replicate the issue on any of my devices.
The actual web pages are behind a paywall, but here is an accessible test page with an identical set up:
https://ballstrikingblueprint.com/members/fv-player-test/
I can’t be certain, but it seems to be happening most often (potentially only) in Safari. Have had reports from mobile and laptop/computer devices. I saw in a similar support ticket something about a possible issue with iCloud Private Relay. I have not asked any users if they have this enabled, however it did not produce the HTML5 error on either my mac or my iPhone when I enabled it as a test.
I have asked users to try a different web browser and that often seems to work, however I have also had users report back that the issue went away even while still using Safari, so it seems to happen erratically.
The Video Checker tool reports back Video OK. It does list about a dozen items under the “Video:” section, some of which include the error, “parse_playlist error Server returned 403 Forbidden (access denied).” All of these seem to be followed by a line that looks like it is successfully opening the same file (see attached image).
Thanks,
Aaron
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Hi, bumping this to the top as I haven’t received a response in over a week.
Thanks,
Hello Aaron,
Sorry about the delay, it does indeed seems like the iCloud Private Relay issue.
We are checking if we could suggest using a different browser to users using iCloud Private Relay automatically. The only other way would be to reduce the video download protection, so we are careful about what we put in.
Thanks,
MartinHello Aaron,
Please deactivate and delete the FV Player Pro plugin you are using, then hit “Install Pro extension” at the top of the wp-admin -> FV Player -> Settings screen.
Then switch to the Beta release using the steps from here if you are not already using it: https://foliovision.com/player/basic-setup/switching-fv-player-pro-to-beta
That will give you the FV Player Pro plugin with a slight improvement – if the encrypted HLS playback fails for a user who is using a known iCloud Private Relay IP address, it will suggest using a different web browser:
iCloud+ Private Internet Relay blocks HLS playback. Please use another browser.
Thanks,
Martin
