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Cloud hosted library not loading for users

Hi,

We've received a complaint from 2 users now, that the player won't load for them. They are both using Chrome. Upon further inspection, I found that the cloud hosted library JS file is not loading https://content.jwplatform.com/libraries/XXXXXX.js.

In the console they are getting ERR_INSECURE_RESPONSE when trying to get this file. If they try and access the file directly through a browser they get a "Your connection is not private" warning. The same goes, if I send them a preview link directly to the video.

We're unable to reproduce the problem on our end, the majority of our other Chrome users seem unaffected by this.

Our site is loading other https libraries, but those one's are not getting blocked for these users.

Any insight would be appreciated. Thanks.

3 Community Answers

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Todd

JW Player Support Agent  
0 rated :

Are any of your pages with a JW Player HTTPS library loading for these users?

Is the video at the top of https://www.jwplayer.com/ loading for them? We are also using HTTPS URLs to load our player and video on that page.

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greggs

User  
0 rated :

Hi Todd,

Yes, our pages load, but the part where the player should be is blank.

I had the one user check the video on jwplayer.com and while the page loaded, same thing, the space where the video was was just blank.

Up Down

Todd

JW Player Support Agent  
0 rated :

Sounds like something on their network is blocking the video from loading. Are they using a corporate network by any chance? Or some sort of browser plugin that is blocking <video> or <object> tags?

These sorts of things are hard to troubleshoot, but if they are loading the web site from an office, do they see the same thing from a computer at home?

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