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Hi,
We have a PRO version of the player. However, some of our clients (and we ourselves are able to replicate the issue) have recently noticed that the player won’t play videos in Safari mobile, but everything is working on desktop (Windows) and Android devices.
Both players are updated to their latest versions -> 7.3.1.727
Attached is the error itself.
What is the possible solution to this?
Thanks
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Hello Salvatore,
Please send over a link to the page where we can see the issue. What video type is that?
If the video is self-hosted, then please use our video checker to submit a report of the video to us: https://foliovision.com/player/basic-setup/how-to-use-video-checker
Thanks,
Martin
Hello Salvatore,
please use our video checker to submit a report of the video to us: https://foliovision.com/player/basic-setup/how-to-use-video-checker
Thanks,
Martin
Martin,
We just enabled the video checker and submitted the result to your technical team.
Hello Salvatore,
we checked the video on iPhone 6 with iOS 11.2.6 and it plays just fine in the build-in Safari browser. What exact device are you using with what iOS version?
Thanks,
Martin
Hello Martin,
We use iPhone 6s and iOS Version 12.1
It’s displaying an error in our case – HTML5: Video file not foundWhat version is your iOS?
Martin,
Please disregard the question about the iOS version in my last reply.
Can I ask you to update your iOS version and try to check the video again?
Hello Salvatore,
I was only able to test on iOS 12.0.1 and it played fine. Are you able to connect your iPhone to a Safari on OS X and check the browser developer console for errors?
Does it play if you open the mp4 video directly in the Safari browser on that iPhone?
Thanks,
Martin
Martin,
The video doesn’t play if opened directly (through the source of the video file). It fails playing in Safari and Chrome in iOS 12.1.
We can’t inspect the video element ourselves, as we don’t have OS X or Mac. But we have hired someone to test the video and it failed on their phone too – iOS 12.1. Attached are the screenshots.
From looking into the issue so far, it’s clear that the problem is related to the latest version of iOS, because it plays fine on Mac and on older versions, i.e. 12.0.1.
Can you update your iOS version to 12.1 and test it yourself (i.e. connect to an OS X device etc.)?
Thanks
Hello Salvatore,
I’ve tested the video link you posted above on an iPhone. The video worked fine.
Here are details of the phone:
iPhone 7
Version 12.1 (16B92)user agent:
Mozilla/5.0 (iPhone’ CPU iPhone OS 12_1 like Mac OS X)
AppleWebKit/605.1.15 (KHTML, like Gecko) Version/12.0 Mobile/15E148 Safari/604.1I noticed, that the menu icon is a bit off on the page. You can see it in the screenshot. https://prnt.sc/lriohd
Best regards,
Natalia
Hello Salvatore,
based on the feedback from Natalia I think the issue might only be occurring on iPhone < 7 when using iOS 12.1. The screenshot which you provided shows the Safari developer tools and there is no error visible there - see the top row where it says 49 (reuqests), 1,78 MB, 8,58 s (page load time) and then 2 (console messages) and 0 (warnings) and 0 (exclamation symbol - errors). So there is nothing to check there. Do you get the same error when you use this video? https://s3-eu-west-1.amazonaws.com/fv-player-unprotected/dominika-960-31_HD.mp4
Thanks,
Martin
Hello Natalia and Martin,
The provided link is working fine on iPhone 6s using iOS 12.1
Do you have any insight on what can be causing the failure of our video?
We have also noticed that some users on their iPhone X with iOS version 12.1 can’t play the video too.
Hello Salvatore,
comparing the Video Checker report for your video and our video I don’t see any difference other than:
* SAR value (4:3 vs 1:1)
* Handler name (Mainconcept Video Media Handler vs L-SMASH Video Hadler)
* strange tbn value (30k vs 25)But I think we could find some other streams which would use these same values as your video and it would play.
Perhaps the issue is related to the web host (although there was no indication of that) – please check if you can get https://foliovision.com/videos/Execution-Plan-How-To-Wholesale-Commercial-Real-Estate-Part-1.mp4 to play on that iPhone which is giving you the trouble.
Thanks,
Martin
Hi Martin,
We have checked our video hosted on your server and it failed to play too.
Hello Salvatore,
as a troubleshooting step I recommend you to re-encode your video using Handbrake. Instructions can be found here: https://foliovision.com/player/basic-setup/encoding#encoding-samples
Perhaps this is some bug in iOS 12.1, but I was not able to find anything about iOS 12.1 video issues in Google.
Thanks,
Martin
Martin,
Thank you for your help. We will try to use Handbrake (although we used it before) to encode properly.
