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Thank you for your help. We will try to use Handbrake (although we used it before) to encode properly.
We have checked our video hosted on your server and it failed to play too.
We have also noticed that some users on their iPhone X with iOS version 12.1 can’t play the video too.
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?
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.)?
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?
We use iPhone 6s and iOS Version 12.1
It’s displaying an error in our case – HTML5: Video file not found
What version is your iOS?
We just enabled the video checker and submitted the result to your technical team.