What to do if your video does not play

Resolving Video Playback Issues

If you're experiencing problems with video playback, you might see error messages like The media playback was aborted or The media could not be loaded.

Potential Causes

Various factors can cause these issues:

1. Browser-related problems.
2. Unreliable Internet connection.
3. Accumulated system cache.
4. Faulty or missing video files.

Troubleshooting Steps

To troubleshoot these issues, begin by examining the src attribute in your <source> tag to ensure it accurately points to your video's location.

Sample Code

   <div id="main-video" class="embed-responsive embed-responsive-16by9">
      <video  playsinline webkit-playsinline="webkit-playsinline" preload="auto" poster="..." class="embed-responsive-item video-js vjs-default-skin vjs-big-play-centered vjs-16-9" id="mainVideo">
         <source src="https://mydomain.com/videos/video_221105001605_v2e82/res720/index.m3u8?token=..." type="application/x-mpegURL" label="720p HD" res="720">
         <source src="https://mydomain.com/videos/video_221105001605_v2e82/res480/index.m3u8?token=..." type="application/x-mpegURL" label="480p" res="480">
         <source src="https://mydomain.com/videos/video_221105001605_v2e82/index.m3u8?token=..." type="application/x-mpegURL" label="AUTO" res="auto">
      </video>
   </div>

Troubleshooting Videos Without Source Tag

If a video does not have a source tag, the video file is likely not in your videos directory.

• Verify this by checking your server drive.

If the video is of the 'embed' type:

• Validate the source where you embedded the video from.
  • Please note that we cannot ensure the success of embedded videos as their functionality depends on the source.

If the video is not embedded:

• The issue could be due to incorrect file transfer or copying.
• Cross-check the time when the encoding process completed and the file was supposed to be copied to the streamer.

Validate Video File

To confirm whether the video file exists and works as expected:

• Ensure that the video is HTTP or HTTPS. Remember, if your site is HTTPS, the video must also be HTTPS. Otherwise, the video will not function properly.
• If the encoder was not used, your video may not have a codec that is compatible with your browser. In this case, we recommend using the encoder for best results.
• Try copying the video URL and pasting it directly into your browser to uncover additional errors.
• Examine the network tab of your JavaScript console for further investigation.

Analyze Streamer and Encoder Log Files

Refer to the following guide to uncover errors related to streamer and encoder log files.

Reporting the Issue

If these steps do not resolve the issue:

• Document the issue, providing all relevant information and screenshots from your troubleshooting process.
• Open an issue on GitHub for further support.

Remember, detailed reporting and systematic troubleshooting are key in resolving most video-related issues swiftly and effectively.