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hwitherspoon

YouTube banner video not loading on mobile device and fallback image does not show either

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I just went live with a website (www.providancepac.com) and I'm having several issues with the YouTube banner videos not loading both on mobile devices and one in Chrome on MacBook Pro.

  1. On IPhone in Safari the Video does not load and fallback image is a solid color.
  2. On Samsung phone in Chrome video will play but I have to click the website logo and then video plays but not always.
  3. On Ipad in Safari & Chrome fallback image shows but no video.
  4. On Macbook Pro in Chrome video does not play until I reload the site by clicking the logo.

Not finding a fix for these issues in the forum topics I have searched so far. Any suggestions are much appreciated.

Edited by hwitherspoon

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Did you ever figure out an answer to this? Or @paul2009, do you know how to solve this?

 

I am running into the same issue (www.inheritedstories.org). However, in my case neither my banner video or my fallback image are appearing correctly in mobile browsers (i.e. Google Chrome, Firefox, Safari)

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I don't see a banner video embedded on the page at www.inheritedstories.org


sf-digital-signature-logo-email145.png.46606a2288a2847f44d81b9b7b58f3a5.png
Hi, I'm Paul, founder of SF Digital, a specialist company building the features that Squarespace didn't include
I am a Squarespace Developer and Squarespace Circle Leader with a
strong reputation on the Squarespace Forum. I'm trusted by thousands of Squarespace users worldwide, including designers, freelancers, business owners and agencies. My extensions add capabilities to Squarespace websites around the globe. They include the Enquiry Form ExtensionDate Picker Extension and Age Verification ExtensionNeed a custom Squarespace extension? Tell me about the functionality you need. Note that some links in my posts may be affiliate links.

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The video does play for me on mobile browsers but it is very intermittent, only loading around 30% of the time.


sf-digital-signature-logo-email145.png.46606a2288a2847f44d81b9b7b58f3a5.png
Hi, I'm Paul, founder of SF Digital, a specialist company building the features that Squarespace didn't include
I am a Squarespace Developer and Squarespace Circle Leader with a
strong reputation on the Squarespace Forum. I'm trusted by thousands of Squarespace users worldwide, including designers, freelancers, business owners and agencies. My extensions add capabilities to Squarespace websites around the globe. They include the Enquiry Form ExtensionDate Picker Extension and Age Verification ExtensionNeed a custom Squarespace extension? Tell me about the functionality you need. Note that some links in my posts may be affiliate links.

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@hwitherspoon Did you figure it out? @paul2009 Do you know more about this issue?

I am having the same issue on www.sunfolding.com.
My video banner (link from Vimeo) has only loaded on 1 mobile device out of the 6 I have tried (both various Samsung and iPhone models and different browsers).
My fall back image does not work either (I also tried a GIF as fall back, but that did not work). It just displays the background color, no matter what I do.

Talked to SS support and they said that because I have custom code on my site, that it might be causing the problem. I have an interactive image embedded in a code block + most header text is code blocks, and I am not looking to remove all that. Is there no way around this or a way to troubleshoot?

Any help appreciated. 

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I love to help by providing advice @Iben but it's impossible for anyone to troubleshoot a technical issue without access to all areas of the site. Clearly that's not something that I want the responsibility for, except when I'm helping a client.

For technical issues like this, it is best to contact Squarespace Customer Care. They can logon to your site to thoroughly troubleshoot issues, often whilst you're chatting to them. It's true that they can't troubleshoot the possible effects of someone's code so, before you contact them, remove the code and place it somewhere safe. Refresh your browser and check if the issue still exists. If it does, open a ticket so that they can look at it.


sf-digital-signature-logo-email145.png.46606a2288a2847f44d81b9b7b58f3a5.png
Hi, I'm Paul, founder of SF Digital, a specialist company building the features that Squarespace didn't include
I am a Squarespace Developer and Squarespace Circle Leader with a
strong reputation on the Squarespace Forum. I'm trusted by thousands of Squarespace users worldwide, including designers, freelancers, business owners and agencies. My extensions add capabilities to Squarespace websites around the globe. They include the Enquiry Form ExtensionDate Picker Extension and Age Verification ExtensionNeed a custom Squarespace extension? Tell me about the functionality you need. Note that some links in my posts may be affiliate links.

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I have solution but I can chip in and tell you that I have similar problems. Video works on desktop and every Iphone I've tried, but not on Ipads on the same network. Some Android users also get the fallback image instead of the video. 

Will at some point try a different video that is only 720p (not what I'd prefer) and also see if I can just upload a shorter cut of the video and see what happens.

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I'm experiencing the exact same issue at the moment, it's been on and off for the last 2-3 months, with no real indication as to what's causing it - it's been very random for me.

My only fix is to use a CSS Pseudo element paired with a media query in order to ensure the fallback image appears on mobile. Far from ideal, but it works for the time being.

Edited by ANI.agency
Elaboration

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