Error loading player HTML5 player not found

JW Player — Apr 04, 2014 09:09AM EDT

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I have a client with a Windows 7 machine using IE which can not play the MP4 videos on our site. He gets this message after many clicks to get the video to play.

"Error loading player HTML5 player not found"

We are using cloud hosting of JWplayer v 6.4.3359 Premium edition.

I can not give you a link to the player without also giving you a username and password to log in and see what is happening. I will do that, but not on a public forum, if that is okay with you.

Here is the embed code we are using:

bc.. <div id='my-video'></div>
<script type='text/javascript'>
jwplayer('my-video').setup({
file: '<?php echo $disp_video[0]['video_link'] ?>',
width: '940',
height: '600'


Please help.