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Our hosted videos not working on Ipad or iPhone

Hi,

We recently upgraded our site to jw player 7 to as the Flash player obviously wasn't showing on iPads and iPhones.

Now we see the upgraded player and it works fine on desktop, but we get an error when we try to play videos hosted on our servers: "Error loading media: File could not be played"

I notice that if we link to files hosted on other sites, like yours here
"http://jwpsrv.a.ssl.fastly.net/content/conversions/zWLy8Jer/videos/NnkfCwbn-364766.mp4?token=0_55ba8d09_0x0ed8277099b7d578c3e5814a2e4800505e368b5d"
it does work on our iPad.

So, I presume the issue is related to our servers and the speed with which they stream video.

Is that right and what would you advise is the best way to address this issue?

8 Community Answers

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Todd

JW Player Support Agent  
0 rated :

JW 6 and JW 7 both switch between Flash and HTML5 mode depending on the capabilities of the specific browser or device, so I would be surprised if the update had something to do with this.

What kind of streams are you trying to load on your iOS devices? I would expect MP4s and HLS streams to work, but that’s about it. And I believe some of the older iOS devices cannot load anything greater that 720p videos.

Can you provide a link to your test page?

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russell

User  
0 rated :

Hi, thanks for your reply.

http://reg7-7-psd-ca.mirror.schoolloop.com/
Is an example where an mp4 video plays fine on desktop not on iOS, using JW7.

(I was unclear but our upgrade was from a much earlier version)

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Todd

JW Player Support Agent  
0 rated :

Looks like the MIME type on that video is set to image/mp4 which is causing my browser to download it directly without playing it in the browser. Can you change it to video/mp4 and let me know if that does the trick?

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russell

User  
0 rated :

Thanks for you prompt response.

We fixed the header issue so it is now "video/mp4" type.

But problem with viewing on iOS remains.

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russell

User  
0 rated :

Reposting the link to the test page:
http://reg7-7-psd-ca.mirror.schoolloop.com/

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Todd

JW Player Support Agent  
0 rated :

Your video is not loading for me in iOS when i put the MP4 URL directly in Safari, so that means our player won’t be able to play it either. Here the URL I tried:

http://reg7-7-psd-ca.mirror.schoolloop.com/uimg/image/1404418302126/1438305623948.mp4

How was this video encoded? Please re-encode it using Handbrake (it’s free) and be sure to enable the Web optimized option.

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russell

User  
0 rated :

We did as you suggested and a video re-encoded using Handbrake, but you can see there is the same issue here:

http://reg7-7-psd-ca.mirror.schoolloop.com/

I see the video file doesn't load straight into safari on iOS either...
http://reg7-7-psd-ca.mirror.schoolloop.com/uimg/image/1404418302126/1439049421460.mp4

which implies the problem is maybe with our server. Could you suggest anything else we should look at to determine how to get such videos playing on the jw player?

Up Down

Todd

JW Player Support Agent  
0 rated :

I verified that your video plays correctly on my iPhone when hosted on my server, so I agree the problem might be with your server. I have seen this issue once before, and the resolution was related to enabling range requests. I am not a server engineer, so I don’t know what that means, but here is the link the customer sent me:

https://greenbytes.de/tech/webdav/draft-ietf-httpbis-p5-range-latest.html#range.requests

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