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Error loading media: file could not be played


Error loading media: file could not be played

Hi - getting this again. Got this a while ago when my time and date were not set properly. Now it's popping up again.

1) time and date and zone are correct - just checked
2) code has not changed
3) dashboard has not changed

Why would it now not be able to play, and where do I begin to look?

15 Community Answers

Todd

JW Player Support Agent  
0 rated :

This error indicates that the file was either not found or cannot be played in your browser.
What kind of video are you trying to load? And on what kind of device?

Can you post a link to the page where we can reproduce this?

jhayat2

User  
0 rated :

Hi.

"the file was either not found "

How could it not be found? Dashboard has not changed.

"or cannot be played in your browser"

It has played fine for a long time before. I can play the file from the dashboard - does that not mean the browser CAN play the vid?

"What kind of video are you trying to load?"

.mp4 - The same vid that was playing find before.

"And on what kind of device?"

W7 SP1 desktop computer.

"Can you post a link to the page where we can reproduce this?"

Rather not.

What can I do here?

Todd

JW Player Support Agent  
0 rated :

What browser are you using? Does it play in Chrome?

Is the video in your JW Player account dashboard?

Jeff

User  
0 rated :

Ok, it plays on another computer. Why would it not play on this one in IE11, where as it used to play fine before? What can I do to get this to play?

Todd

JW Player Support Agent  
0 rated :

Hard to say. Maybe a conflict with a browser plugin or extension? Does the video at www.jwplayer.com play for you in the first browser?

Jeff

User  
0 rated :

Ok, some more info. I have two domains.

With my .htm file upped to domain #1, the file does not play in IE11.

If I take that same .htm file, and up it to domain #2, the file DOES play in IE11.

This tells me that maybe there is a problem somewhere with domain #1 as it relates to IE11. This, b/c I can play the vid file from the .htm file upped to domain #1 on another computer in FFox.

So, the Q is - where do I look?

Thanks again.

Todd

JW Player Support Agent  
0 rated :

Is the MIME type on the video somehow getting changed the you upload to domain #1? What happens when you load the video URL from domain #1 directly in a web browser?

Jeff

User  
0 rated :

"Is the MIME type on the video somehow getting changed the you upload to domain #1?"

I don't see how it would be. I have nothing in the code to change it.

"What happens when you load the video URL from domain #1 directly in a web browser?"

You mean d&d the .mp4 into IE? I get a message asking me if I want to open or save the file. Standard fare there. If I click "open", the vid opens in VLC player, which makes sense, as that is what I have set to open a file with that extension. If I change that from VLC to IE, I get the same message, and when I click "open", the vid tries to open in IE, but can't. Does that tell us anything? Remember, tho, the file DOES play in IE11 from domain #2.

Todd

JW Player Support Agent  
0 rated :

Some servers set default MIME types on upload, so it is not impossible that this is happening here.

What does the same MP4 URL do when you load it directly in IE11 from domain #2? Does it also download and open in VLC? Or does it play directly in the browser?

jhayat2

User  
0 rated :

Hi. Just getting back to this; been really busy. And again, I appreciate the help here.

"Some servers set default MIME types on upload"

Not sure what this means exactly. The file was upped to your server, no?

"What does the same MP4 URL do when you load it directly in IE11 from domain #2?"

It play directly in the browser.

Thanks.



Todd

JW Player Support Agent  
0 rated :

You do not necessarily have to upload files to us. We also accept external video URLs.

What domain do you see in the file: ’’ parameter of your player setup?

jhayat2

User  
0 rated :

"You do not necessarily have to upload files to us. "

Ok, but did in this case.

"What domain do you see in the file: ’’ parameter of your player setup?"

Not sure what you mean there. Are you talking my source code, or something in the JW panel?

Todd

JW Player Support Agent  
0 rated :

It would be much easier to help troubleshoot this issue if you could provide links to test pages on both domains. If you uploaded the video to us, you can access a JW Platform preview page with the following URL template:

content.jwplatform.com/players/[mediaID]-[playerID].html

I would expect that page to load in all browsers that we support as long as you have Flash installed and activated. Please see https://support.jwplayer.com/customer/portal/articles/1403653-browser-device-reference for the list of browsers we currently support. If that page works in your browser, the corresponding single-line Javascript embed code:

content.jwplatform.com/players/[mediaID]-[playerID].js

should work on any domain. If the JW Platform preview page works but the single-line embed code does not, the most likely explanation is a conflict with the other Javascript or CSS on your page.

jhayat2

User  
0 rated :

content.jwplatform.com/players/[mediaID]-[playerID].html

Yeah - that's not helping me. I have no idea what to do with that. Do I put that in my source code? Do I add something to where it says "media d" and " playerd"? If so, what? No idea.

I have no problem sending you guys the page, but I need to do that privately; I can not make the page public. Any way to do that? Thanks.

Todd

JW Player Support Agent  
0 rated :

Your account dashboard assigns a unique media ID to each video or external video URL you add to your dashboard. The player ID is also a unique ID that is assigned to each player you create. When the dashboard shows you the single-line embed, it is basically inserting those IDs into the template URL.

We are working on a way for users to send private messages via our support forums. In the meantime, please e-mail us a link to support@jwplayer.com and reference case #79341 in the subject so we can refer back to this thread.

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