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  • July 10, 2024 at 2:09 pm #1461774
    Roberta

    Hi folks!

    I’m running into an issue and would appreciate your help. When playing videos on the following page, the audio is automatically muted.
    The videos are not set on autoplay on the player settings on the backend (I believe this would cause them to mute) and the mute option isn’t checked. I’m attaching a screenshot of the player settings.

    player settings

    Could you please help solve the issue? It’s important for us that these videos are unmuted when a visitor clicks the play button. Thank you so much in advance!

    • This topic was modified 3 months, 3 weeks ago by Roberta.
    • This topic was modified 3 months, 3 weeks ago by Roberta.
    July 11, 2024 at 6:26 am #1461813
    Ismael

    Hey Roberta,

    Thank you for the inquiry.

    We can see the issue on your site but on our local installation, the mp4 video is not automatically muted when we use the Video element. Please provide the login details for an admin account in the private field. We’ll try to check the issue further.

    Best regards,
    Ismael

    July 11, 2024 at 8:02 am #1461825
    Roberta

    I appreciate it very much, Ismael. Sharing login credentials.

    July 12, 2024 at 6:26 am #1461890
    Ismael

    Hi,

    Thank you for the info.

    We checked the elements in the Advanced Layout Builder but didn’t see anything unusual in the setup. Did you add any custom scripts to the site? We are unable to check the modifications because the Appearance > Theme File Editor is not accessible. Please enable the editor and try temporarily disabling all plugins. Let us know if the issue persists after the plugins are disabled.

    Best regards,
    Ismael

    July 12, 2024 at 2:24 pm #1461925
    Roberta

    Hi Ismael,

    I appreciate your response. We have a dev site where the Appearance > Theme File Editor should be accessible. Sharing the login below. I cloned the site yesterday so that the latest site info is available, including the cloned page.

    I’d very much appreciate if you would be able to take a look. I tried following your instructions of disabling all plugins, but the page completely broke.

    Thanks again,
    Roberta

    July 14, 2024 at 2:53 pm #1462026
    Mike

    Hi,
    Thank you for your patience and the link to your site, I first tested one of your videos on my test sites with the same settings that you have and the video plays with sound, on your site the volume is clearly disabled:
    Enfold Support 6325
    but your child theme has a lot of custom files, including a header.php – typically including a old header.php can cause issues, please consider removing.
    Enfold Support 6327
    So I tested switching to the parent theme and the video plays correctly with sound:
    Enfold Support 6323
    So this points to a custom file in your child theme causing the error, try removing the header.php first, then the “includes” files, and if that doesn’t help start removing your other custom files until you find the conflict.

    Best regards,
    Mike

    July 15, 2024 at 1:38 pm #1462089
    Roberta

    Hi Mike,

    Thanks so much for your kind response and support. I followed your instructions and was able to identify the problem—it was a line of code in the functions.php file.

    Thanks again so much for your help!
    Roberta

    July 15, 2024 at 6:43 pm #1462106
    Rikard

    Hi,

    Great, I’m glad that Mike could help you out. Please let us know if you should need any further help on the topic, or if we can close it.

    Best regards,
    Rikard

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