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Banner Video Not Displaying on Mobile


CDH_XR

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Site URL: http://www.palpable-media.com

Please please help:  VIDEO BANNERS NOT DISPLAYING AND CUSTOMER SERVICE NOT HELPING

Problem:

  • I paid A LOT of money to license expensive video for my site banners. BUT THEY DISAPPEAR in mobile!!! 
  • the mobile site displays lots of EMPTY SPACE on mobile where there should be video content
  • This is business critical: Part of our work is events and tech so we need to SHOW the work!!

Can someone please please help??

  Whenever I contact customer service I get lame excuses, and irrelevant links.  I feel like if they cant give me a functional site I want a discount because this is hurting my business!!!  

 We already went over-budget on the website and no clients yet so I cant really afford to spend more to get someone external to fix it.... 

THANK YOU FOR YOUR SUGGESTIONS!!! 

 

p.s. WTF Squarespace?  THIS IS NOT A NEW PROBLEM - Stop blaming this on Vimeo, youtube: you clearly cant seem to fix this - Ive seen posts that go back years.  This is bad. And your customer service is THE WORST.

GoDaddy has the BEST customer service, people who answer the phones and fix problems asap.  This whole process has been a nightmare.

 

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  • 4 months later...

i have the same problem, they say upload an mobile image fallback but guess what, that doesn't display also...

this is crap....

i'll switch to wix if this is not resolved in one month.

i read another topic here about that that was closed after 2 years with no solution by an squarespace admin...

 

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Same problem, and why was the previous topic closed??

Works on some mobiles though, which makes it even worse to troubleshoot...

 

However here is a fix using custom CSS to get the fallback image working...

 

 

Edited by ScandiRoger
Found a solution
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  • 2 weeks later...

Hey guys, I've developed a fix for this issue.

There is indeed a Squarespace issue that stops background videos from playing on mobile.

My fix for this issue doesn't require you to do anything differently, you still paste your video URL into the background video field as normal.  Here's a demo - 

 

I think this fix will provide real value to Squarespace website owners, so I'm going to start offering it as a plugin for £40, but before I start writing instructions and setting up the product I just wanted to gauge interest.  I will also be offering it to my existing Squarespace clients.

The plugin has some stipulations:

  • You must be using Squarespace 7.1 (but if there's enough interest I'll adapt it to work on 7.0 as well)
  • You must have the business plan or higher to be able to paste the custom code for this fix
  • You must be using a paid Vimeo account, not Youtube. Most people should be doing this anyway because Youtube videos have youtube stuff all over them resulting in a poor user experience, and a paid Vimeo account is required for background videos
  • On iOS there's a feature that stops autoplay videos if the device is in low-power mode.

Please let me know if you're interested, thanks!

Andrew Moore
Digital Freelancer & Squarespace Expert of 6+ years

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  • 4 months later...
  • 1 month later...
On 1/20/2021 at 7:25 PM, digitalfreelancer said:

Hey guys, I've developed a fix for this issue.

There is indeed a Squarespace issue that stops background videos from playing on mobile.

My fix for this issue doesn't require you to do anything differently, you still paste your video URL into the background video field as normal.  Here's a demo - 

 

I think this fix will provide real value to Squarespace website owners, so I'm going to start offering it as a plugin for £40, but before I start writing instructions and setting up the product I just wanted to gauge interest.  I will also be offering it to my existing Squarespace clients.

The plugin has some stipulations:

  • You must be using Squarespace 7.1 (but if there's enough interest I'll adapt it to work on 7.0 as well)
  • You must have the business plan or higher to be able to paste the custom code for this fix
  • You must be using a paid Vimeo account, not Youtube. Most people should be doing this anyway because Youtube videos have youtube stuff all over them resulting in a poor user experience, and a paid Vimeo account is required for background videos
  • On iOS there's a feature that stops autoplay videos if the device is in low-power mode.

Please let me know if you're interested, thanks!

Andrew Moore
Digital Freelancer & Squarespace Expert of 6+ years

Hi Andrew, I am interested in having the plugin for our website. Can you help me out?

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  • 3 weeks later...
  • 3 weeks later...
On 1/21/2021 at 5:25 AM, digitalfreelancer said:

Hey guys, I've developed a fix for this issue.

There is indeed a Squarespace issue that stops background videos from playing on mobile.

My fix for this issue doesn't require you to do anything differently, you still paste your video URL into the background video field as normal.  Here's a demo - 

 

I think this fix will provide real value to Squarespace website owners, so I'm going to start offering it as a plugin for £40, but before I start writing instructions and setting up the product I just wanted to gauge interest.  I will also be offering it to my existing Squarespace clients.

The plugin has some stipulations:

  • You must be using Squarespace 7.1 (but if there's enough interest I'll adapt it to work on 7.0 as well)
  • You must have the business plan or higher to be able to paste the custom code for this fix
  • You must be using a paid Vimeo account, not Youtube. Most people should be doing this anyway because Youtube videos have youtube stuff all over them resulting in a poor user experience, and a paid Vimeo account is required for background videos
  • On iOS there's a feature that stops autoplay videos if the device is in low-power mode.

Please let me know if you're interested, thanks!

Andrew Moore
Digital Freelancer & Squarespace Expert of 6+ years

HI Andrew, I would also like this fix, please could you send it to me? Thanks

Link to comment
On 1/20/2021 at 1:25 PM, digitalfreelancer said:

Hey guys, I've developed a fix for this issue.

There is indeed a Squarespace issue that stops background videos from playing on mobile.

My fix for this issue doesn't require you to do anything differently, you still paste your video URL into the background video field as normal.  Here's a demo - 

 

I think this fix will provide real value to Squarespace website owners, so I'm going to start offering it as a plugin for £40, but before I start writing instructions and setting up the product I just wanted to gauge interest.  I will also be offering it to my existing Squarespace clients.

The plugin has some stipulations:

  • You must be using Squarespace 7.1 (but if there's enough interest I'll adapt it to work on 7.0 as well)
  • You must have the business plan or higher to be able to paste the custom code for this fix
  • You must be using a paid Vimeo account, not Youtube. Most people should be doing this anyway because Youtube videos have youtube stuff all over them resulting in a poor user experience, and a paid Vimeo account is required for background videos
  • On iOS there's a feature that stops autoplay videos if the device is in low-power mode.

Please let me know if you're interested, thanks!

Andrew Moore
Digital Freelancer & Squarespace Expert of 6+ years

@digitalfreelancer I'm interested in this fix as well please!

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On 8/29/2021 at 12:50 AM, cbolger said:

@digitalfreelancer I'm interested in this fix as well please!

Try this plugin

Email me if you have need any help (free, of course.). Answer within 24 hours.

How to: Setup password & share url - Insert Custom CSS - Page Header - Upload Custom Font - Upload File - Find Block ID - Contact Customer Care - Learn CSS - Custom Popup - Testimonial Slider

I'm Tuan, blogger/owner of a free library for children in Vietnam. Helping the community is a hobby. Contact me via email.

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  • 3 weeks later...
On 8/31/2021 at 11:10 AM, digitalfreelancer said:

Hey @cbolger the plugin is available and works with your existing background videos unlike other plugins being offered. I'll send you a private message now, thanks.

Andrew

I am also using Andrew's plugin and can confirm that it does indeed work! Much to the relief of ourselves and our client. I would highly recommend contacting Andrew if you are having this issue.

Still very disappointed with Squarespace's apparent disregard for wanting to fix something that's clearly not only possible but a pretty basic bit of functionality. We will not be using Squarespace for any further sites after this experience.

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15 minutes ago, Foxhandybread said:

Still very disappointed with Squarespace's apparent disregard for wanting to fix something that's clearly not only possible but a pretty basic bit of functionality.

Squarespace now allows you to upload a video directly to the background of a section in Squarespace 7.1. There's no need to use an external hosting service like Vimeo or YouTube, although these options aren't being removed.

The video backgrounds feature supports videos up to 60 seconds, up to 500MB, and in the formats MP4, M4V, and MOV. It's a much more resilient solution, especially on mobile.

sf-digital-signature-logo-email145.png.46606a2288a2847f44d81b9b7b58f3a5.png
Hi! I'm Paul, an independent Squarespace Consultant since 2007 and founder of SF Digital, building the features that Squarespace didn't include. Our mini-extensions allow you to pick dates in any format, show prices in other currencies, take orders without payment or improve your cartI value honesty, integrity, transparency and respect . Links in my posts may refer to SF Digital products or may be affiliate links.

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