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Script error "jwplayer.volume is undefined" on IE11

Hi,

I have the player working on Chrome, Firefox and Edge but I'm getting the following message on IE11;

"Unable to get property 'jwplayer.volume' of undefined or null reference"

The player fails to load and the stack trace just runs off into some minified jwplayer script I cannot debug. I've seen other questions on this but no answer beyond something about being offline (I'm not) and that it isn't reproducible.

Are there any steps I can take to check my environment to see what could be causing this? I'm worried that if IE11 is not reliable in some circumstances this would have negative customer impact.

9 Community Answers

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Alex

JW Player Support Agent  
0 rated :

Hi, there.

Can you please supply a link to a reproduction page so we can take a look at your issue?

Thank you.

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Rob Harwood

User  
0 rated :

Hi,

Unfortunately I can't send a link as access to our application is restricted but I'm happy to message directly via e-mail and get you access (my e-mail address should be attached to this post). I've tried creating a base case but that works fine, so whatever it is must be interacting with something else our application is doing, but nothing stands out. Interestingly I've since found that on about 2 out of 3 IE11 machines everything works OK, but many, including my own workstation fail with the error (I've done all the usual, cleaning cache etc.).

If it helps, I can recreate the error in the base case by setting the id in the jwplayer creation method to a string that doesn't match any element in the DOM, so I've taken extra care to ensure that this is correct and the element exists in the application itself, but the error remains.

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Alex

JW Player Support Agent  
0 rated :

Hi Rob,

I’ll reach out to you via email regarding getting access.

Thank you.

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H...

User  
0 rated :

Alex - I just had this same issue and wrote a note about it on Stack Overflow here:
http://stackoverflow.com/questions/34736239/jwplayer-is-working-on-google-chrome-but-not-working-in-ie-version-11/

It looks like JWPlayer throws this error when localStorage is disabled. Make sure to enable DOM storage in IE 11's Internet Settings under the Advanced tab.

Hopefully the JWPlayer team will fix this bug. They can easily repo this in IE 11 by disabling DOM storage.

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Alex

JW Player Support Agent  
0 rated :

Hi there,

Thank you for that information. It does look like the error you and Rob are seeing is caused by disabling DOM storage in IE 11. I’m going to have to escalate this to our Engineering team to see what they say. As soon as I hear back, I will let you know.

Thank you.

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Alex

JW Player Support Agent  
0 rated :

Hi there,

I have heard back from one of our Product Managers who has advised me that he has filed a bug report for this issue.

Unfortunately, I do not yet have a timetable for which to expect a fix to be released.

I will automatically receive updates regarding this issue and when I receive them, I will be sure to pass them along to you.

Thank you.

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Art Morgan

User  
0 rated :

We discovered this same problem on IE 11 today. Interestingly, it is also occurring on Safari 10.1. On Safari the error is "TypeError: The provided value is non-finite" Then stack trace shows that this is related to setting initial volume.

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Art Morgan

User  
0 rated :

I narrowed it down a bit in Safari. Interestingly, while the bug is related to the same jwplayer.volume setting, the problem and workaround is pretty much the opposite of the IE 11 case. If you block "cookies and website data" in Safari (or open a private browswer window) then the jwplayer.volume setting is not saved locally, and the bug does not occur.

This isn't a great solution for many of our customers, so I hope there is a fix soon.

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Alex

JW Player Support Agent  
0 rated :

Hi Art,

I’m unable to reproduce in Safari 10.1. Can you let me know the exact reproduction steps needed to reproduce this behavior?

Thank you.

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