My visitors can’t see play videos

  • Unknown's avatar
    betternewenglish · Member ·

    Hi,

    My videos upload and play fine for me. My visitors are reporting that the videos won’t play for them. They only see a black box saying “sorry. there’s been an error. Something went wrong and the video won’t play”.

    The blog I need help with is: (visible only to logged in users)

  • staff-dragon · Staff ·

    Hey there,

    I would be happy to take a look at this for you, but I am having a little trouble finding the videos on your site. Can you provide an example of a video that your visitors are reporting issues with?

    I look forward to hearing from you!

  • Unknown's avatar
    betternewenglish · Member ·

    Hi :)

    Thanks so much for replying. Here’s a page with videos.

    Birthday 生日
  • staff-totoro · Staff ·

    Hi there,

    I was able to see the videos on that page without issue, so I’m not sure what the cause might be for the reports you’ve shared.

    Do you happen to know any details of the folks that are having this issue that might be shared in common? For example are they all from a specific country or geographic area?

    Is this an issue that you have spotted yourself (even if only once) or only something that has been reported to you by others?

    Thanks for the additional info!

  • Unknown's avatar
    betternewenglish · Member ·

    Hi,

    Yes. All my users are Chinese.

  • aleone89 · Staff ·

    Hey there,

    Many thanks for that additional information.

    Of those who have reported this, are you able to find out who the Internet Service Provider is, and also what is their IP address?

    It’s possible to find the IP Address via this helpful tool: http://whatismyip.org/

    Many thanks!

  • Unknown's avatar
    betternewenglish · Member ·

    Hi,

    I’m afraid my visitors would think it’s invasive of me to ask them for this information. Is there any advice you can give that wouldn’t require me getting personal information from my visitors?

  • staff-totoro · Staff ·

    Hi again,

    To help troubleshoot we would need to speak to the affected users directly, so there is a limit to how we are able to help indirectly like this. That said, ISPs in China are well known for blocking traffic from sites, so they may be blocking the traffic from VideoPress (our video service) directly. This would allow the site to load but not the videos themselves.

    There are a few things that folks can try to see if they are able to find a workaround, but there is nothing we can do on our end to get around this kind of barrier since the block is not located within WordPress, but is related to the way that data is delivered from the general internet to the specific person trying to view the site.

    That said you can ask folks to try the following things to see if it helps:

    • Switch to a different browser. If the videos do not load in Chrome, what about Firefox instaed
    • Try a different network connection: if the videos do not load on your home wifi, what if you use a mobile device connected to cellular data? What if you try connecting to the internet from another provider, like at a local university, employer, or public hot spot?

    Hope that helps. Please let us know if you have any more questions.

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