Video Gallery Frustration

Hi everyone,

I've been using SS for a number of years but haven't felt so frustrated until now.

I teach yoga and have moved overseas and wanted to provide online classes in a membership on-demand format. I thought the video gallery would be awesome, with its categories and organisation. However, the thumbnails from Vimeo do not appear as they do with regular video blocks. I have taken a screenshot of what it looks like. Even if the video is set to public on Vimeo, which the second video in this image is, it still turns out like this. 

Once you click on the *empty white space where the thumbnail should be* it takes you to the video's page where the thumbnail appears. But it looks so unprofessional on the gallery page and I'm sure would be confusing and unappealing to customers. SS have been very unhelpful in sorting this out - I don't know why they even have this offered as a page option! Has anyone else had this problem?? I have about 60 yoga videos on this page and I just don't know what to do.

I have tried using a regular video and text block but it so fiddly with so many videos very difficult to manage. I also tried making a video carousel for each of the main video categories but his function only seems available for images and text. I could select the video gallery as an option for the carousel but again, no thumbnails and just a white box with grey play button inside.

I also cannot upload 60 videos directly as I don't have the data plus the videos are at least one hour and film end in HD so take FOREVER to load.

Please, if anyone has advice on this that would be amazing. I have loved using SS and only now feel I have hit a wall and have been very disappointed in the lack of support. I'm considering using Vimeo for this or just redoing my website with another provider who can support video content.

Thank you so much anyone who can offer help.

Jessica. 

29 minutes ago, jess_z89 said:

I thought the video gallery would be awesome...However, the thumbnails from Vimeo do not appear as they do with regular video blocks.

Hi @jess_z89

I don't experience this issue when I add Vimeo videos to a Videos Page. The thumbnails appear correctly for me on other sites. I've just tried it again and didn't experience any problems.

It's difficult for us (forum users) to troubleshoot an issue like this (as we don't have access to your site) but, assuming you are on a paid Vimeo plan and you are using the Vimeo URL to embed the videos, thumbnails should appear for you too. If they aren't then I recommend opening a chat with Squarespace Customer Support to walk them through the issue.