Hi Mike! How’s it going today?
To help get to the bottom of this we’re going to need a few more details.
1. Is there a file with the same name in your library?
2. What’s the size of the file?
3. Are you sure this is a .mp4 file? and how about its integrity?
4. By chance, are you or your host blocking video extensions?
Also, a test of conflicts may help us to diagnose it, the best way to determine this is to:
- Temporarily switch your theme to Storefront
- Disable all plugins except for WooCommerce
- Repeat the action that is causing the problem
If you’re not seeing the same problem after completing the conflict test, then you know the problem was with the plugins and/or theme you deactivated.
To figure out which plugin is causing the problem, reactivate your other plugins one by one, testing after each until you find the one causing conflict. You can find a more detailed explanation on how to do a conflict test here.
I hope to hear from you soon! Thanks!
Hi Andre,
Well I’m having a headache, spend so much time. But anyway.
1. No, I tested this makes no difference.
2. I used different files from 4mb to 200mb.
3. Yes I’m sure, used mp4, mov
4. No that’s not the problem.
Tested Storefront, same issue.
Plugin test same issue.
I also tested all settings WooCommerce/Products/Downloadable products. Normally I use Force downloads without any problems, but for testing I tried all settings, all no luck.
So im sure its not a third party plugin, nor our server. ( yes we have our own dedicated severs)
I think its WooCommerce related, because my server can accept the video files. Because when I upload the same video into a page or post, I have no issue and it shows me instant the video preview.
From Media Library I also can upload a video with no problem, my only problem is on products. Media error: Format(s) not supported or source(s) not found.
Yeah I hope to hear you also soon
Thanks Mike
Hi Mike @themedutch,
Thanks for the additional information.
my only problem is on products
Can you describe the steps you’re following to upload the video on your product page? For screenshots I recommend using https://snipboard.io – please follow the instructions on that page, then paste the URL in this thread.
Please note that if you want to show a video instead of the featured image you might need to use an extension like Add Featured Videos in Product Gallery.
Thanks.
Hello Mirko,
Im not sure why you need screenshots on how to upload a product video/image, are you new to WooCommerce
Im not a newby, creating with Woo since 2009. Can you please send my support request to the developer, he will know what to look for. This is not a bug from my theme, plugins or server. This is an issue caused by WooCommerce.
Thanks Mike
Hi @themedutch
What browser did you use to upload mp4’s? Can you also try using a different browser to see if you get the same error?
Also, could you please share a copy of your site’s System Status? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”. Once you’ve done that, paste it here in your response.
Hey @themedutch,
Im not sure why you need screenshots on how to upload a product video/image, are you new to WooCommerce
my only problem is on products
Just wanted to let you know that, in an out-of-the-box WooCommerce installation, there isn’t an option to add videos to the product gallery on the single product page.
Hence, my question to understand how and where you’re uploading this video which is not possible by default in the product gallery if not using a third-party plugin or custom coding.
Also, we’re not really new to providing support here. You can click on our usernames to view how many replies we have created.
Please follow maykato’s advice to try a different browser and share your system status so that we can further investigate the issue.
Cheers.
Hey @maykato and @rainfallnixfig,
So sorry just was making a joke. I can see you guys offer great support, as always.
I mean when I create a downloadable product, and when I add a video as a download file it will display the error notice.
So I don’t mean the default product gallery image uploader, I mean the File URL were you upload a downloadable file. Their it will display the error notice when you try to upload a video.
– I used Firefox, Chrome and Safari.
– I did a plugin test, only WC active.
– I did use Storefront, maybe not likely it could be Porto theme.
– Video upload via Media is no problem, also on post or page there is no problem uploading the video. I located the problem at only the downloadable file.
Thanks Mike
Hello @themedutch,
Thanks so much for clearing that up!
Just to recap it all a bit, you create a downloadable product, click on “Add File” and “Choose File”, next to Downloadable files and try to upload your .mp4 video file but receive a Media error notice.
Link to image: https://i.imgur.com/u4nDCfN.png
It sounds like this was already reported as a bug with previous versions of WordPress:
– https://core.trac.wordpress.org/ticket/42874#comment:8
– https://wordpress.org/support/topic/mp4-media-error-formats-not-supported-or-sources-not-found/
Can you make sure your WordPress software is up to date? If not, it’s best to update in a staging environment first without affecting your production site. The WP Staging plugin can come in handy here.
Cheers.
Hi @rainfallnixfig,
Yes that’s exact the issue Im having, but this is not caused by WordPress but by WooCommerce. The reported bug is first about WordPress and second it’s over 4 years old, so not that current.
Again, the WordPress library has no issues, its only on WooCommerce downloadable product.
Sure all is up to date,
Cheers
Hi @themedutch,
Thanks for getting back to us.
Let’s see if there is an error on the WooCommerce Logs. Kindly provide us the following:
- System Status: You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”. Once you’ve done that, paste it here in your response.
- Fatal Error Log: Share a copy of any fatal error log found under WooCommerce > Status > Logs (if available).
Thanks!
Hi (@rainfallnixfig,
Can you please confirm me that you have no problem on your installation, I’m I realy the only one with this problem. But I will check again the logs and place it here, but I can tell you their is nothing to see 😉
Hello,
Can you please confirm me that you have no problem on your installation
I can confirm that I don’t get the same issue on my test site which has the latest versions of WordPress, WooCommerce and the Storefront theme.
Link to image: https://snipboard.io/mp9dsD.jpg
Link to image: https://snipboard.io/MKODAe.jpg
I finally found it, uploads/woocommerce_uploads/.htaccess
I have no idea yet why there is an deny from all placed inside the file, when I removed it video is uploading fine.
But thank you all for your help,
Mike
