Video failed to play (iOS, Safari)

Resolved wnihq2022
(@wnihq2022)

3 years, 2 months ago

Hey there, fantastic plugin. Everything works on the backend however it seems that the video files don’t play on Safari or iOS in the live story. I can see 404 errors being returned even in Chrome (but for some reason it works in Chrome), with strange URL query strings added. Any idea why it is doing this or how to fix? I think this is why the videos won’t load properly.

The page I need help with: [log in to see the link]

Viewing 4 replies - 1 through 4 (of 4 total)

Adam Dunnage
(@adamdunnage)

3 years, 2 months ago

Hi @wnihq2022 thanks for reaching out. I can see the console errors you are referring to thanks for pointing those out. Could you please share your Site Health Information which you can do using this private form. i can then take a look at your setup to see if anything here stands out.

Thread Starter wnihq2022
(@wnihq2022)

3 years, 2 months ago

Thanks a lot. I have submitted that info.

Adam Dunnage
(@adamdunnage)

3 years, 2 months ago

@wnihq2022 Thanks for sharing the information. This sounds like a server configuration issue as you can’t directly open https://worldnewsindex.com/wp-content/uploads/2022/12/1_NASA_story_9_16.mp4 in Safari. This usually means the server doesn’t support byte-range requests, See https://developer.apple.com/library/archive/documentation/AppleApplications/Reference/%5B…%5DgVideoforSafarioniPhone/CreatingVideoforSafarioniPhone.html

I’d suggest reaching out to your hosting provider to get some assistance with this and hopefully this helps point you in the right direction. Is there anything else I can help with?

Thread Starter wnihq2022
(@wnihq2022)

3 years, 2 months ago

Hi Adam, thanks a lot for looking into this. Interestingly, it turns out that the server was configured for byte-range requests but the issue was to do with Cloudflare and the way it handles mp4s.

To fix the issue, a line of code was added to the htaccess file:

SetEnvIfNoCase Request_URI .(?:mp4)$ no-gzip dont-vary

I found this article here about mp4 media errors which goes more in-depth about it:

https://birchriverdg.com/brdg-column/solved-elegant-themes-divi-and-cloudflare-mp4-media-error-formats-not-supported-or-sources-not-found

Have a great day!

Viewing 4 replies - 1 through 4 (of 4 total)

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