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"Video unavailable. Try playing something else."

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I have these short social media videos on our site, they're uploaded to Squarespace (not linked to Vimeo like most of my other videos) and they all seem to work fine on my computer. On my phone (droid) however, it sometimes allows me to play the videos and sometimes the block goes black and it says "Video unavailable. Try playing something else." and I cannot play any of them. Any ideas why this would be happening?

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Have you tried reporting this to Squarespace Support?


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  • 4 months later...

I have 7.1 and all of a sudden the video on my home page will not play on mobile, it plays fine on Desktop.  I've had this video on my site for the past. year and experienced zero issues.  I was on the chat with Squarespace support who could not resolve the issue.  I feel like some aspect of my site is broken.  Any suggestions



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I have two videos on my site, home page and about us.  Neither will play on Mobile anymore.   They have not played on my new iPhone 15 in a couple weeks.   They attempt to load and eventually say, video not available, please try another on a black screen.   I've never seen this before.   They played on my wife's phone up until yesterday and now same issue.  I have cleared all browsing history on all devices and cache.   It seems random on which phones they work on.  Again, these videos have been on my site for a year with zero issues until last week. 

I turned off autoplay and still have the same issue.  It's a fairly bad look for your website to have blank content and I'm frustrated by the lack of support with SS customer service.  Something is clearly broken on my site.  

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5 hours ago, KurtChicago said:

I have two videos on my site, home page and about us.  Neither will play on Mobile anymore.   They have not played on my new iPhone 15 in a couple weeks.

I would love to help to troubleshoot this but it plays without issue for me every time 🙂


Edited by paul2009

About me: I'm Paul. A SQSP User for 18 yrs, I joined Circle when it launched in 2016 and have been a Circle Leader since 2017. I value honesty, transparency, diversity and good design ♥.
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  • 2 weeks later...
  • 2 weeks later...

Same issue here

Video on homepage and 'about' page does not work on iphone, ipad. No matter which 'browser' is used on Apple devices, the videos just do not work...they load for a while, they say they have failed to play.

Apart from this - across all devices - the websites are loading slower.

On 7.1.

my issues are identical to that posted above

It does work on all Android devices (Google Chrome, Samsung Browser, Edge, Mozilla).

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I am having the same issues with iOS devices on my Squarespace website. I posted about it on another thread this morning. I tested in iOS devices running iOS 17.3.1, and my videos worked fine. It is on devices that have been updated to iOS 17.4 where the videos will not play. And it happens across both Safari and Chrome on iOS devices that have been updated to iOS 17.4. 

Is there a permissions issue in iOS 17.4 which is causing the Squarespace video player to not work on mobile devices? Need some help here. 

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I'm having the exact same problem as ESJAD mentioned. iOS 17.4 will not play videos, whether it's set to autoplay or manual play. iOS 17.3.1 works fine though. Does anybody have any solutions? I've cleared history and cache, changed privacy settings, and nothing seems to work. This happens through both Safari and Chrome on my phone, so it's not just a specific browser problem.

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This is happening to me as well. Videos I upload to Squarespace video blocks don't play on my iPhone, but they do on other mobile devices. I tried clearing my cache on Chrome and Safari and using private browsing mode. It shows a frame from the video and then shows a black screen and the error Video unavailable. Try playing something else.

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