After Facebook Mobile App last Release when links were being opened inside its native browser i noticed that my videos do not play generally in Android devices.
I tried to put video down inside the page but that also do not help.
Any ideas how this can be solved?
This is quite an important thing cause users mostly come to website with facebook promotion and from mobile devices.
Thanks in advance.
Hello,
I would like to look into this issue for you. Can you potentially provide me a sample of your page via a link with no external elements or CSS so I can review this? This provides me a clearer idea of what could be causing the issue from a JW Player embed perspective. I’ve also included a link on how to submit a reproduction page to our support team that may be useful as well: https://support.jwplayer.com/customer/en/portal/articles/2186238-troubleshooting-%E2%80%94-creating-a-reproduction-page
Randy
Hello,
At the moment, we do not officially support playback in the Facebook browser. You can see our full list of supported browsers here: https://support.jwplayer.com/customer/portal/articles/1403653-browser-device-reference.
Sorry for the delay,
Randy
So what you suggest me to do?
Mostly users come to my website from Facebook. so what am gonna do?
So where exactly video will not play?
Give me exact answer please.
Thanks.
Here you can see the test page - http://teenvoice.ipoint.com.mt/test/ . Please remove it from thread after testing.
Thanks.
Hello,
Can you please provide me a sample link to a post in Facebook where you are seeing the error in the post using the above link? Please email this to: support@jwplayer.com and reference your ticket number here:99208.
Randy
Hi Randy,
What you need exactly?
I do not understand what link are you referring to?
Thanks.
Hello,
I wanted to provide you a few screenshots to show your link working for me in Facebook but I cannot attach the screenshots in the forum. This is why I wanted to refer you to using the support link. As mentioned before however this is not a fully supported feature and may not work all the time. We plan to visit this very soon to provide a solution.
Randy
Hi Randy,
SO where exactly video will not be played?
I need concrete feedback.
Thanks.
Hello,
In the previous email, I highlighted the current player browsers that are supported: https://support.jwplayer.com/customer/portal/articles/1403653-browser-device-reference. At the moment, we do not have full support for the Facebook browser but when testing the basic JW Preview page on a Facebook post I created the article seems to direct to the external link which is not what i believe you are experiencing. If you happen to have a constructed page that fully replicates your issue please paste that in the post but I wanted to make sure and be forthcoming that it may not work.
Randy
Hi Randy,
I replaced the player js to be the latest one and it seems to be working everywhere, only i have issues with subtitles styling, and some odd icons.
ANy clue how that can be fixed?
Hello,
Have you potentially tried accessing these links in another browser or perhaps clearing your cache? Another solution might simply be to try the connection all together on another network or machine.
Randy
Yes all browsers work. Only the FB mobile app browser some places works, some not.
Hello,
Our engineers are aware of this issue but at the moment please note that support for playback in the Facebook native/container browser has not been confirmed working as of yet. You can always consult our browser coverage link provided earlier as well as our release notes portal for the latest information about potentially support in the future: https://support.jwplayer.com/customer/portal/articles/1403726-jw-player-7-release-notes.
Randy
Hi,
I just noticed the following. When using iphone 5 with Fb mobile app i cant play the video. Can you pls check by going to https://www.facebook.com/pg/teenvoice/posts/?ref=page_internal and clicing on any video "Learn More" button. Maybe it is related to phone but i need to be sure.
Thanks.
Hello,
At the moment, we do not have full support for the Facebook browser but I did test the link on an iPhone 6/7/Plus and did not seem to have any issues. Where you presented with an error?
Randy
Hi,
I also have it in iphone 5. When going with a link to video from Facebook in its native browser.
Hello,
Understood. At the moment I am afraid we do not support the playback of player content in the Facebook native. browser. I know that this is an item we have been discussing internally as a company but there is no immediate fix at this time I am afraid.
Randy
So it is true that video will not load for users who have iphone 5?
Hello,
I cannot say that it would work as intended on any iOS device to be quite honest since we have not completed testing. There could be some small deviance where the browser along with our player might work on larger screens or some other outlying parameter but this has not been confirmed yet.
Randy
