Uploaded videos not working on iOS 17.4

It appears that the video player is not working on iOS 17.4 as of 12:22 EST today. Please provide update. 

Try checking Status here:

https://status.squarespace.com/

Or contact Squarespace Support here:

https://support.squarespace.com/hc/en-us/requests/new#choose-topic

Hi @Ziggy, I went through some threads and found this one.

They appear to be dealing with the same issue. The video player is not working on iOS 17.4. It is working on multiple mobile devices running iOS 17.3.1 and earlier as well as laptop/desktop. And I tested across Chrome and Safari. 

There seems to be a specific issue with iOS 17.4. Please bring this to the attention of someone on the Squarespace dev team. There seems to be a specific issue with the Squarespace video player on iOS 17.4. Please let me know when you have updates on the status of this. Thank you. -EJ

12 hours ago, ESJAD said:

Please bring this to the attention of someone on the Squarespace dev team.

I have no more access to the Squarespace development team than you. You can report it via the support link I provided. If the problem is specifically with iOS 17.4 I would guess that you should report to Apple that their latest operating system won't play videos on the internet?

I can confirm that Squarespace is aware of this issue after they updated me on an open ticket I filed for this problem. Videos hosted on Squarespace will fail to load and playback on users using iOS 17.4

Hopefully, this can be fixed soon. The iOS 17.4.1 update did not fix this.

12 hours ago, JamIsJam88 said:

Hopefully, this can be fixed soon. The iOS 17.4.1 update did not fix this.

I’m pretty shocked that Squarespace hasn’t resolved that yet - they market themselves as a competent platform to host monetised video courses and yet an issue where a huge amount of paying customers cannot access the videos has gone unfixed for weeks

I’m questioning their competency as a platform in so many ways at this point.

I’m pretty shocked that Squarespace hasn’t resolved that yet - they market themselves as a competent platform to host monetised video courses and yet an issue where a huge amount of paying customers cannot access the videos has gone unfixed for weeks

I’m questioning their competency as a platform in so many ways at this point.

Still an issue on ios 17.4.1 to have videos as background or in the squarespace player and hosted with squarespace on all browsers. Works fine pre 17.4 ios. Only work around is to host on the likes of Vimeo and embed the link. But that will impact site performance..: Strange that after 10+ days this important issue has not been resolved as soon most users will be impacted by this issue 

Disappointed with Squarspace who haven't found a solution yet. It is unacceptable that it should take this long. Haven't noticed that other websites have problems displaying video. Squarespace only. IOS 17.4.1

Hello everyone! We appreciate you all taking the time to flag this. We can confirm what @andtechgroupcom shared— our engineers are aware of the issue with our video playback on the newest versions of iOS (17.4+), and we wanted to provide some more details. There are other HLS video streams which work with those versions of iOS, however, some other HLS video streams from other video hosts are seeing similar issues. 

Our Engineering team is working to identify what is specific to our player (and other affected third party players) that could contribute to this issue from the most recent iOS release. Our fix will be forthcoming from what we find out. 

We know this is not ideal for those who use video on their sites. This is all the information we have available at the moment. We will reply in this thread once a fix has been rolled out. To receive notifications on updates to this post, click the Follow button in the top right corner of the post. 

1 hour ago, Parker_SQSP said:

Our Engineering team is working to identify what is specific to our player (and other affected third party players) that could contribute to this issue from the most recent iOS release. Our fix will be forthcoming from what we find out. 

Thank you for the update on this @Parker_SQSP, looking forward to a resolution soon!

Is there any news on this? It's hitting our website with 80% iOS users hard.. We're starting online video courses soon, so a pretty critical feature to solve.

Now it works! 🤩

23 hours ago, Wandells said:

Now it works! 🤩

It does work for videos uploaded to video blocks on mobile, which is great! However, it does not work for specific videos uploaded to CSS custom files.

Background videos uploaded to CSS custom files always worked and still do. However, videos uploaded to CSS custom files do not work when used in a preloader or a lightbox on Chrome mobile. On Safari mobile, they play if you double tap the video, but it only plays in fullscreen. When you minimize it, the iOS video controls appear. This is not functional from a UI/UX perspective.