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I have a customer tell me this:
Your Videos will not start in Chrome. Other videos on other web sites work just fine. Your videos will work on Edge. I’m running Win 10 version 20H2.
I mouse click the play icon, after a short delay, the video appears to go to the opening frame of the video and stops. I then hit the play icon again in the status area below the video and the “pause icon ” appears in the center of the frame, goes away, and then sits there…..I can click the play icon again and again and get the same results. I get the same results on the course videos.
This is a solid problem not intermittent, I am sure that this is a local issue but just wanted to inquire if you had heard of it before.
I found a tip to bring up a google Incognito session and it works just fine.
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Any thought what I could tell this customer to troubleshoot? No one else has reported this issue to me.Thanks!
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Hi Michael,
Thanks for reaching out to us and reporting about the issue.
I wasn’t able to reproduce the issue using Windows 10 and Chrome browser.
So, did the customer eventually manage to play your videos when using Chrome’s incognito mode? If yes, then it looks as if the issue was caused by some extension/-s used by the customer, which could interfere with your videos playing properly. The incognito mode helps to prevent the enablement of those extensions.Could you please ask the customer to do basic troubleshooting steps (update to the latest version, clear cache and cookie, restart the Chrome app) and to disable the extensions one by one to see if it makes any difference when using Chrome in a public mode?
Let us know, it has helped your customer with the issue.
Thanks,
ChiaraI’ll reach out again to the customer and ask them to try turning off some of the extensions. They are pretty tech savvy, and had already tried clearing cache and cookies.
I reached back to the customer and it was an extentionsion issue.
This is what our customer said:
“Ok, I found the culprit of why I can’t play your videos. It was an installed extension call “Disable HTML5 Autoplay Ver 0.6.2″. I disabled it and, of course, restarted Chrome, and your videos started working fine. I still find it worth noting that I watch all kinds of videos on other sites just fine with Chrome, yours is the first failure I’ve run across. But it works now so I’m good. ”
Thanks for your help!
Hi Michael,
Thank you for reporting and specifying the extension causing the bug. I’m glad you were able to solve the issue. We’ve received a notice about the Disable HTML5 Autoplay extension causing troubles with playback of self-hosted videos in the past.
However, the FV Player 7 should handle this properly and play the video once clicked. We’ll check what may be causing the issue, and what we could do to prevent this from happening.
We wish you great holidays!
Thanks,
ChiaraHello Michael,
the Disable HTML5 Autoplay Chrome extension only has 1,017 users: https://chrome.google.com/webstore/detail/disable-html5-autoplay/efdhoaajjjgckpbkoglidkeendpkolai?hl=en-US The extension is also deprecated – the author is no longer maintaining it as Chrome does prevent unvanted autoplay already by muting the sound unless the user has a history of playing te videos on the website (MEI = Media Engagement Index).
The reason why it doesn’t block other players is that it includes specific code to allow plays with Youtube, Video.js and JW Player.
I at least added a notice which shows on top of the player for Disable HTML5 Autoplay users to disable it. It will be part of the next FV Player release.
Thanks,
Martin
