Hi Don,

After you pay the fee, you give us admin access to your website and we will do a quick analysis and fix the problem. The ticket covers a single issue only. More info can be found here – Pro Support Incident

Thanks,
Eduard

Hello Natalie,

It’s a clone version of your website, usually on a sub-domain or localhost, that is used for development purposes, so you can test any of your changes before bringing them to the live site. It’s explained in this article – How to Create Staging Environment for a WordPress Site.

Thanks,
Eduard

Hi Donnie,

The easiest thing you could do is to try to turn off the plugins you have listed one by one and see if the videos start working on mobile. If they do, then it’s a compatibility issue and we can take a closer look.
I can also offer you a Pro Support Incident ticket – that is basically us fixing the issue directly on your site.

As for the Plugin Load Filter and WP Rocket, we use them for optimizing the scripts for mobile on our website, so you might try to use them, but they are definitely not necessary for FV Player.

Thanks,
Eduard

Hello Jonathan,

I apologize for the delay, but Martin actually wrote you this reply 2 days ago:

Hello Jonathan,

could you please post your WordPress login? We would like to put up the latest HLS.js library into your copy of FV Player and see if that helps.

We will enable “Enable HLS.js (beta)” back on. The setting “Load FV Flowplayer JS everywhere” has a specific use and “Prefer Flash player by default” and “Use old code” is better to be left off. We will gradually be removing these as they are obsolete.

Also, what if your amount of live viewers? Is the streaming server handling that without much delay? When will your stream be live the next time?

Please also check our guide for Google Analytics tracking in FV Player, it allows you to check these video errors and now many users they affect: https://foliovision.com/player/advanced/google-analytics-fv-player#video-errors

Thanks,
Martin

You can share the WP login securely via https://revealit.me/, it will create an encrypted message that will delete itself after opening, thus making it inaccessible for others.

Thanks,
Eduard

• This reply was modified 6 years, 10 months ago by Eduard.

Hi Don,

It seems that in the mobile version, there are FV Player scripts loading and there is no trace of any minified scripts either.

Are you using some kind of a plugin for mobile devices that strips all the JavaScript file links from HTML? Same for CSS. There are only these two and nothing else:

http://grayareaphotographyandvideo.com/wp-content/uploads/pp/static/1515450559_mobile.css
http://grayareaphotographyandvideo.com/wp-content/uploads/pp/static/1515450559_mobile.js

To optimize the site scripts for mobile we use the Plugin Load Filter to disable the plugins for the mobile site which are not needed and WP Rocket to defer the loading of JS and CSS and pack it all into fewer files to save HTTP requests.

Thanks,
Eduard

Hi Shailendra,

Could you send us a link to your page, so we can test it?

Thanks,
Eduard

Hi sdugoten,

This was updated in the Video Checker service, not in the plugin itself, so there’s no need for any updates. Have you noticed any changes in the Video Checker reports?

Thanks,
Eduard

Hi Andy,

Thank you for the explanation. I was able to see the issue on our test site, so I’ll pass it to the programming department for fixing.

Thanks,
Eduard

Hi Luis,

I tried to re-encode your video to Baseline H.264 profile and it worked. Some browsers on mobile devices can have problems reading MP4 files that don’t use the Baseline profile and it seems that this is the case.

It’s explained in more detail in the part MP4 for iOS and mobile devices of our guide Video Encoding for HTML 5. There you can also find the settings you can use for encoding and also some recommended free software to do so.

Thanks,
Eduard

Hi Freddie,

I can’t give you a free license, but you can purchase a discounted one for $50 in https://foliovision.com/my-licenses under your Crossgrade license (by using the Add More Domains button).

Thanks,
Eduard

Hello Ali,

Have you tried to use the shortcode from my previous post?

Thanks,
Eduard

Hi Devin,

Thank you and we all wish a great holiday season to you, too! This is an interesting idea and we’ll definitely discuss it. Vimeo’s Auto quality is a good example of this, so we’ll check if it’s possible to add this option to our player as well.

Thanks,
Eduard

Hi Rosy,

I tried a couple of random links from the top menu on your website and all behaved correctly – the playback started even after 30 seconds of having the tab open without switching to it. I also tested it in Chrome 63 on Windows 10 and got the same results.

Could you please test it in your browser’s Incognito window? It is possible, that the behaviour that you recorded is specific only for your browser.

Thanks,
Eduard

Hello Clod,

We didn’t receive any other requests or questions about this service. However, if you were willing to pay for custom development, we could work on the integration for you.

Thanks,
Eduard

Hello Fabio,

I did some testing and if I understand this correctly, it happens when you visit the page in the Facebook app on iOS, play the video, don’t pause it and go back to the app. The music will play in the background.

I also noticed that when the screen is locked at that point, the device will show the playback in the Now playing part of the lock screen, where it can be paused.

Troubleshooting the Facebook app is very difficult, but we’ll do some testing tomorrow.

Thanks,
Eduard

Hello Deborah,

I forgot to add that we also tested it with our YouTube demo (also by accessing it throught the Facebook app browser) and the video played fine, so the problem seems to be specific for your website – that’s why I suggested temporarily switching to another theme.

Thanks,
Eduard

Hello Rosy,

Thank you for the detailed description! I tested both our demo and your test page again. I opened the tabs the same way you did, had them open for the same time (30 seconds), yet the videos started to play without any issues.

I was using this version of Chrome – Mozilla/5.0 (Windows NT 6.1; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/63.0.3239.84 Safari/537.36 (Chrome 63 on Windows 7). Could you please check your user agent with this tool and let me know the result?

Also, can you test our demo the same way you tested your test video?

Thanks,
Eduard

Hi Sofia,

I don’t have an exact time at this moment, but we release updates quite often (as you can see in our changelog), so it shouldn’t take more than a week or two.

Thanks,
Eduard

Hi Nathan,

Could you please confirm that you have used the iframe embed code and not the old embed script? (examples are in this guide)

Thanks,
Eduard

Hi Ali,

I’m don’t think that using both VAST and AdSense should cause the issue. I tested your VAST tag on one of our test sites and it worked, although with a different video (your seems to be private). I used this shortcode:

[fvplayer src="https://vimeo.com/196881410" vast="https://ima3vpaid.appspot.com/?adTagUrl=http%3A%2F%2Fgoogleads.g.doubleclick.net%2Fpagead%2Fads%3Fad_type%3Dvideo%26client%3Dca-video-pub-4968145218643279%26videoad_start_delay%3D0%26description_url%3Dhttp%253A%252F%252Fwww.youtube.com%26hl%3Den%26max_ad_duration%3D40000%26adtest%3Don&type=js" splash="https://i.vimeocdn.com/video/609485450_1280x720.jpg?r=pad" caption="Foliovision Promo Video"]

Thanks,
Eduard

Hello Rosy,

As Martin said, we would like to work on these issues once we release FV Player 7, which should hopefully be by the end of this month.

Thanks,
Eduard

Hi Ali,

Your stream is ok, but the server you are serving it from is missing the crossdomain policy or CORS headers necessary to play the video on desktop browsers. Currently, it works only on mobile and probably in Safari.

Please take a look at our guide Using HLS With FV Player – both of these terms are explained there, along with instructions on what to do to fix it.

Thanks,
Eduard

Hi Ákos,

In FV Player Pro you can enable Ajax for Amazon S3 (in Settings > FV Player > Hosting tab > Amazon S3 Protected Content), which makes sure the video link is fresh when you play the video. That should solve most of the issue.

The second part of the issue – playing the video and then coming back to the browser after it timed out and trying to seek into some unbuffered part of the video – we’ll have to make sure if today’s browsers buffer the full video when it uses HTTP pseudostreaming like an MP4 file would and eventually improve this.

Thanks,
Eduard

Hello Rosy,

I tested your ads again on our office iPad (iOS 8.1.2), although there were some issues with iPod (iOS 10.3), so we’ll investigate them further tomorrow.

Thanks,
Eduard

Hi Ákos,

Do you have any rough estimate on the time after which the issue occurs? I just tested opening the page and not playing the video, waiting for 10+ minutes and then trying playback, and also opening the page, playing the video, pausing it, waiting 10+ minutes and playing it again. I was not able to replicate the issue, though.

It would also help if you could share the user agent you were using (you can check your user agent with this tool).

Thanks,
Eduard

Hi Rosy,

Could you please check if you have activated the Mobile support option in Settings > FV Player VAST?

Thanks,
Eduard

Hi Suresh,

That’s great! I’ll add this information to the guide.

Thanks,
Eduard

Hi Akos,

I was not able to see the slider on the link that you sent. Could you please check if you are able to see it? You could use Incognito/Private mode of your browser, just to make sure.

Thanks,
Eduard

Hi Harry,

Sorry, there was a bug in our system, but it’s all fixed now. I added the license you have specified in your other message to your profile, so you can check https://foliovision.com/my-licenses for the license key.

Thanks,
Eduard

Hello Suresh,

It seems that your setting of License Acquisition URL is correct, but the player fails in the shortcode editor decryption. Could you please confirm that you are using the latest versions of our player plugins (6.3.11 of the free player and 0.9.11 of Pro player)?

Thanks,
Eduard

Hi hentaipulse,

Thanks for reporting this, I’ll doublecheck the code and let you know what could be done.

Thanks,
Eduard

Hello John,

Ok, if that didn’t help then you could check the page header and look for CSS for .flowplayer, where the colours should be saved. You should be able to find for instance

.wpfp_custom_background { display: none; }

Thanks,
Eduard

Hi Phillip,

I’m glad you found a way to make it work. Just in case anyone will check this thread, here are relevant guides from our documentation:

• Start up guide
• Video Encoding for HTML 5

Thanks,
Eduard

Hello hentaipulse,

You are probably referring to this thread.

We did a lot of tweaks to FV Player’s Skin settings, but transparency options were not added. The only way at this moment is to edit this via CSS. I’m however not sure, what exactly would you like to make transparent.

Thanks,
Eduard

Hi Michael,

This is strange, the video plays here (https://www.afrolandtv.com/recently-added/orishas-the-hidden-pantheon/) without any issues, yet at https://www.afrolandtv.com/issue-2/ I’m getting the same error as your client. The URL seems to be the same, so I’m not sure what could be causing this.

The server response I was getting for the request of the video that was not working was 403 with a description “The Amazon CloudFront distribution is configured to block access from your country.” Maybe creating an invalidation of the CloudFront distribution with a path to this file could help.

Thanks,
Eduard

Hello,

I noticed that you are already using FV Player for audio on the homepage of http://indianareia.com/. If you are using the [audio mp3="http://example.com/audio.mp3"] shortcodes for the MP3s in default WP player, then you can replace the shortcode with a search and replace function (we usually use plugin called Search Regex for that).

The formatting is a bit similar, all it would take would be replacing the string [audio mp3 with [fvplayer src

Thanks,
Eduard

Hello tabs,

If this didn’t work, then it might be related to some styling issue. I’ll check this with our CSS designer and let you know what could be done.

Thanks,
Eduard

Hello Fabio,

Sorry for the late response. Our CSS designer checked your site and he noticed that the stripe was not visible anymore. The stipe is generated by the element .fv-fp-splash-text the element itself was hidden as it had inline style display: none on your site. Have you by any chance updated the FV Player plugin?

Thanks,
Eduard

Hello tabs,

The most possible cause for this issue is the fact that your video is in MOV format, which is similar to MP4 (the most recognized standard in online video), but not all devices support it.

We always recommend re-encoding your videos to MP4 format, which is more HTML5 friendly. Read our guide Video Encoding for HTML 5, there are also some free software recommendations and samples.

Thanks,
Eduard

Hi Rob,

I’m happy that you were able to resolve it and also thanks for getting back to us with this information – it might help other users in the future.

Thanks,
Eduard

Hi Michel,

Thank you for reporting this bug. I just tested it and you are right, the extension freezes the player and the video can’t be played anymore.

We’ll do some more testing and let you know what could be done about this.

Thanks,
Eduard

Hi Tanuki,

I’ve tested the player in Visual Composer version 5.0.1 (also a dated version) and it worked. If your VC version is even older, it’s just possible that it’s a compatibility issue. Have you tried switching to the Classic Mode? Does it also wipe the shortcodes?

Thanks,
Eduard

Hi Kyle,

This feature is available in the free version of FV Player.

Thanks,
Eduard

Hi Taniya,

Could you please try to also add the 100% height parameter?

Thanks,
Eduard

Hi Devin,

You are in the correct place in Google Analytics, although you might just need to adjust the time frame. Make it more broad and you should be able to see the recorded error events.

However, I noticed that you installed Google Analytics only recently, so it will show the data only since the day you started using it, as that’s the point when the software started to collect them.

Thanks,
Eduard

Hello Johan,

Serving playlist with private videos hosted on Vimeo is supported in FV Player Pro. As for the compatibility with SubHub – I don’t have any personal experience with that platform, but if it supports WP shortcodes, there shouldn’t be a problem.

If you want to be sure, you can test the compatibility with SubHub with the free version of our player and purchase the Pro version after that.

Thanks,
Eduard

Hello Gh0st,

As I replied on your submission form:

I tested the bare video link in iPhone 7 (iOS 10.3) and still heard the static noises. That means the problem is not related to the player, but to encoding, so I’d suggest you re-encode it to Baseline Profile and give it a try. You can read more detailed information about encoding in our guide Video Encoding for HTML 5.

Thanks,
Eduard

Hello David,

The autoplay feature, in general, doesn’t currently work on all mobile devices due to core OS limitations of both Android and iOS. However, it should be available on some new OSs after we update our player to Flowplayer 7 core, which should be hopefully finished during this month.

As for stopping the video automatically when they are out of view – our feature, unfortunately, doesn’t work that way at this moment. Thank you for your feedback, though. We would like to implement these functions at some point, but we have other projects that we have to work on right now.

If you are however interested in this kind of modification and you would like to have it as soon as possible, you might perhaps be interested in custom programming, which we usually do for a fee.

Thanks,
Eduard

Hello Michael,

You were right, we were adding the CORS and crossdomain.xml to both your accounts. I’m not sure what failed or where, but I replaced the crossdomain.xml in afrolandtv account with a new file and set reading permissions to Everyone (as this is required) and the video on https://www.afrolandtv.com/issue-page/ now works – I tested it in Internet Explorer 11 which doesn’t support HLS.js and it played fine.

Thanks,
Eduard

Hello Ali,

What kind of settings were you trying to change? Also, if I understand correctly, you are using self-hosted videos. Do the changes you saved in player settings reset directly after uploading a video, or you are unable to save them in general (you hit the blue Save All Changes button, but nothing happens)?

Thanks,
Eduard