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CC not working on VR/360 video in Chrome


Hello,

We are trying to use closed captioning (.vtt files) on 360 videos. While this works fine in Firefox, the captions don’t show up on Google Chrome (62) and Safari (11).

Additional information:
- The issue can be reproduced in both JW 7.12.3 and JW 8
- The issue can be reproduced with both MP4 and HLS
- The “CC” toggle is rendered in the player, but has no effect

Thank you!

5 Community Answers

Timoor Kurdi

JW Player Support Agent  
0 rated :

Hi,

My name is Timoor Kurdi and I’m a Support Engineer at JW Player.

Could you please follow the instructions on this page so we can try to reproduce the issue? – https://support.jwplayer.com/customer/en/portal/articles/2186238-troubleshooting-%E2%80%94-creating-a-reproduction-page

Regards,
Timoor Kurdi

p...

User  
0 rated :

Hello Timoor, thank you for your time.

Please find below the reproduction code.
https://jsbin.com/wovoviqopo/1/edit?html,output

Have a nice day!

Timoor Kurdi

JW Player Support Agent  
0 rated :

I was able to make the CC work, the issue was a No ‘Access-Control-Allow-Origin’ header issue coming from https://d24tcib9e8meg9.cloudfront.net/media/captions/telephants-dream-subtitles-en_uPPhxHZ.vtt. This is done by browsers for security purposes and has to do with CORS.

Crossdomain/CORS is a web based security feature that prevents certain accessibility to web content. In order to allow access, you need to instruct your web server to allow access to the content. This occurs in either a crossdomain or CORS file. The following article goes into great detail about this: http://support.jwplayer.com/customer/portal/articles/1403679-crossdomain-file-loading

The web server hosting the content sets the headers, if you host with JW Player we ensure that everything is CORS compatible otherwise you have to ensure a relative path to the file and host the vtt file locally.

Regards,
Timoor

p...

User  
0 rated :

Thank you Timoor for looking into this.

We fixed the CORS issue on our side, so now everything should be ok in the fiddle as well. However, the captions are still not working.

Can you please let me know if you took any additional steps to make the captions work and, if possible, provide a working example?

Thanks!

Timoor Kurdi

JW Player Support Agent  
0 rated :

You’re welcome! Sure thing, please take a look at the link below.

Code sample – http://s3.amazonaws.com/qa.jwplayer.com/~timoor/jwplayer-125684.html

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