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  • #1015015

    Hi there
    Hope you can help.
    We’ve just finished our new website (https://bit.ly/2xSTylt), and everything seems to work fine… when visiting the website using a laptop or a mobile.
    However, if you visit the website using an iPad, go to the Work page and click on any samples in the carrousels, none of the embedded videos play at all. The do play fine using a laptop or a mobile, but not on the iPad.
    Can you please help? Thank you very much in advance.
    A.

    #1015159

    Hey Asiertxu,

    Are you referring to the page in private? If so then I can’t see any embedded videos on there?

    Best regards,
    Rikard

    #1015179

    Hi Rikard

    What do you mean ‘in private’. I’ve got no pages ‘in private’. All the pages are available for everyone to see.
    As I mentioned, all the videos linked on the work pages download and can be seen right away, by anyone, if they use a laptop or a mobile (ie: iPhone). However, using the iPad that doesn’t happen.

    Please note that all the work samples are part of a caroussel and the videos are part of that caroussel. The videos are embedded in Vimeo, and display a bar with a play/stop button, a quality control and a full page display option in the caroussel.

    However, users can’t see the video load and play it. They only see a loading image and the play bar indicating that a video is loading to play, which it never does.. Yet, if the press the ‘full image display’ option, then the video does play. But, it just doesn’t load automatically for everyone to view straight away, as it does on a laptop or a mobile…. nothing private about it.

    Hope that helps.

    Asiertxu
    0777 337 1289

    #1015595

    Hi,

    Can you provide a screenshot of the videos on your “work” page? I can only see a big image, a masonry element and an orange logo slider at the very bottom.

    Best regards,
    Ismael

    #1015787

    Hi Ismael

    That’s right, a picture at the top, a masonry element in the middle (with all the different campaigns) and an orange logo slide at the bottom.

    As I explained, when you click on any of the campaigns on the masonry element, ie: Sky experiential, this displays a page with three videos and eight pictures. Clicking on any of them, opens them in a slideshow where you can view them enlarged.

    They work and load fine when using a laptop or an iPhone. However, when using and iPad, whereas the pictures appear fine, the videos don’t display. Only a loading graphic appears but no video to be seen. You can see the examples on the links bellow.

    Thanks

    Asiertxu

    #1016409

    Hi,

    Thanks for the update. I get a 503 error when I visit the page. Is the site down?

    // https://imgur.com/a/X13k3XO

    Best regards,
    Ismael

    #1016540

    Hi Ismael

    My website is not down, it’s up and running.
    Please double check my details below, with new password.
    Looking forward to your reply asap.
    Thank you.
    Asiertxu

    #1017281

    Hi,

    Sorry for the late response. I was able to reproduce the issue on an iPad but I don’t have an iOS machine to inspect it, so I tested it on IE because the browser usually detects issues that older iOS devices have but I didn’t find anything. Have you tried uploading the same videos on Youtube? I’ll ask the team to check the thread.

    Best regards,
    Ismael

    #1017405

    Hi there

    Thank you for your reply.
    You say you reproduced the issue on the iPad, but then say that you don’t have IOS machine? I would certainly expect that you use an iPad to replicate the problem where I found it. If you don’t have an iPad, not every body does, at least can one of your colleagues who has an iPad to explore the issue properly and find a solution? Also, all my videos are in Vimeo not Youtube. Here you have the embedding code in case you need it., see below.

    Thanks.

    #1017407

    Hi!

    I’ve forwarded the issue to the team.
    Yes, I do have an old iPad but you can’t inspect the website there. You’ll need a mac computer or laptop in order to do that.

    // https://www.hongkiat.com/blog/ios-debugging/

    Best regards,
    Ismael

    #1017408

    Hi Ismael

    Thanks for the update. When should I reasonable expect a response from your colleagues? As you know this problem has been going on for a while, and I’m conscious of the time is taking. Thank you for your support so far.

    Best

    Asiertxu

    #1018755

    Hi,

    I’ve forwarded the issue to my teammates. Please wait for their response.

    Best regards,
    Ismael

    #1018854

    Hi there
    You already said this five days ago! (October 3, 2018 at 9:23 am)
    Why is this taking so long?
    Thank you.
    A.

    #1019821

    Hi Asiertxu,

    Could you please clear the cache, check again and check on another mobile device and get back to us.

    Best regards,
    Victoria

    #1020022

    Hi Victoria
    Thanks for looking into this. I’ve cleared the cache on my iPad and tried a different iPad… but the problem remains.

    The videos are supposed to load and play the same way that if you browse from a laptop or an iPhone, ie: you click on a piece of work (Masonry), then click on any picture with the yellow triangle (video) and this should load and play without the need for further interaction.

    As they don’t, on the iPad, the only way it kind of works is if the user touches the little cog on the right and the video loads. Then the user need to play of the Play bottom for the video to start. All very cumbersome and not very user friendly.

    How did you get to see those screes you sent me? Also if I place the videos on Youtube, the iPad plays fine. However, all my video are homed on my Vimeo channel, where I can customise the interface.

    Hope that helps and look forward to your advice.

    Thank you.

    A.

    #1020820

    Hi Asiertxu,

    I just went to the page, pressed play on the video and it started playing. A normal user interaction. Which browser and which iPad are you using for testing?

    Best regards,
    Victoria

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