Cover Module Not Accepting New Videos
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Hello, I am working on a site with a video background above the fold on our home page. Previously I was able to add a video to this space by uploading it to the cover module through the media library, and it displayed properly. However, now that I have updated the video and need to replace the version on-page with the newest one, the cover module is ignoring all my selections for video media; it continues to display the old video, but will not display the new one. It is not an issue of file size or format- I have attempted to use multiple different file formats and resolutions to get the cover to display a new video, but it simply ignores the choice. I have tried to reproduce this issue on a new page, and even when I create a page that is just a video background module, it still will not accept any new videos, preventing me from even changing it from the default; I cannot even select the video outdated video that is currently on the home page. Covers will gladly display any images, and non-cover modules will still display videos- the issue seems to be only with the cover module. I have cleared my cache, updated my browser, updated all my plugins, etc, to no effect. Any help on this would be greatly appreciated as I am effectively at my wit’s end here- I have no idea what could possibly be causing this issue.
The blog I need help with is: (visible only to logged in users)
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Hey there!
Thanks for writing to us. I understand that the cover module isn’t accepting or saving the new video. Does that video exist in your media library now? Please send a link for us so we can make sure we’re looking at the right one.
You can delete the old video if it’s not being used anywhere else on the site which will remove it from the theme and storage limit.
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Hi! Yes the video is currently in our media library at this link: https://videos.files.wordpress.com/Lh94pzdm/export-video.mp4
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Hi @ellistucci, I just tried testing to see if I could duplicate the issue you’re seeing, and I think I’ve at least fixed the video for now. These are the steps I used:
- I visited the Site Editor, selected the Front Page template, and clicked on the Cover block. I used the List View option out of habit since I knew that would help me select the right object.
- I clicked the “replace” button for the block, then searched for the video.
- I noticed the “save” button wasn’t clickable yet, so I typed a space then deleted it. The save button appeared and I clicked it to save the template. I’m wondering if this is what made the difference? Let me know if you were clicking Save before.
Meanwhile, I did confirm the video you shared here is the one showing on the site now!
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Hi- I am seemingly replicating your steps but to no effect; in the template editor list view, when I select the cover and click replace with a file from the media library, I only ever get a “select” button, which does not change the video, and after I click it, there is no registered change for the page to save. I have tried then typing and deleting a space on the template, and it has not done anything.
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Hey there,
Many thanks for reaching back out.
That’s interesting, I’m unable to replicate that behaviour. Can you tell me what browser you’re using and what browser extensions are in use please?
For example any ad blockers in particular? The reason why I ask is because this can result in the behaviour you’re seeing there.
Many thanks in advance.
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Hi- I am using the most current version of Google Chrome. I have no ad blockers enabled, and the only extensions I have are Application Launcher for Google Drive, and Google Docs Offline. I have tried clearing my cache, but that had no impact.
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Hey there,
Many thanks for that video – following these steps, I can replicate what you’re seeing there (I think), and I’m wondering if this is something related to the video files being used in the cover block.
I noticed something whereby the files were inaccessible – which is odd, and something we’d need to look into.
Are you able to provide a new, test video either by uploading this into the media library, or attempting to upload this via the cover block please?
This will help us conduct some further troubleshooting for you.
Many thanks in advance!
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Hi-
I have attempted to test this with a new video, and it still does not work. When attempting to directly upload media to the cover block, I get the error “you are probably offline” (my connection is fine), and uploading it to the media library still does not allow for it to be selected.
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Hey there,
Many thanks for reaching back out!
When attempting to directly upload media to the cover block, I get the error “you are probably offline” (my connection is fine)
I would perhaps get confirmation all is well there… The reason being is that this message, coupled with the lacking of styles indicates that something isn’t loading as it should….
Additionally, do you use VPN of any kind, or any security software?
Many thanks in advance.
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Hi-
I do not use any VPNs or security software. I have not changed any settings related to networking. No changes were made by me that would result in this kind of offline error
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The Site Health tool says that everything is functioning correctly, including the REST API, which seems to be most commonly attributed to this error.
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I have disabled and individually enabled all plugins and the issue still persists. I have attempted to fix the issue by disabling Gutenberg and editing in classic mode, but the home page is not accessible in the classic editor
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Hi there,
Thanks for clarifying. I attempted to set a video in the background of a cover block (on my test site) and encountered similar issues to what you’ve described. Thanks for your patience in reporting this issue to us.
I’ve reported this to our developers to take a closer look, but I won’t be able to provide an estimate on when this may be fixed until they’ve had a chance to investigate. We will be happy to update you as soon as we know more. Thanks! -
Hi @ellistucci our team was able to finally resolve this issue and you should be able to proceed with setting videos in the background of your cover blocks. If you have any further issues please let us know, thanks!
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