Custom URL not working

  • Resolved princeps

    (@princepsbruno)


    7 months ago

    hello, we are using an external streaming service for our videos but get this error message:

    “The media could not be loaded, either because the server or network failed or because the format is not supported.”

    while we understand the meaning of the error message we also are confident that we are using a standard MP4 file.

    any advice?

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Contributor wpvideogallery

    (@wpvideogallery)

    7 months ago

    Thanks for reaching out!

    The error message you’re seeing typically indicates that the video file is either not accessible or is in an unsupported format. Since you’re confident that the file is a standard MP4, the most common cause is access-related.

    Please check the following:

    Make sure the MP4 file is publicly accessible.

    1. Try opening the video URL directly in a browser like Chrome.
    2. If the browser plays the video without issues, then the file is accessible and in a supported format.

    If the video plays fine in the browser but not through our plugin, we’d be happy to investigate further.

    To help us assist you better, please share:

    • The full URL of the MP4 file you’re trying to stream.
    • The URL of the page on your website where the video is embedded.

    We’ll take a look and get back to you with specific guidance.

    Thread Starter princeps

    (@princepsbruno)

    7 months ago

    hello,

    Yes the video plays directly in web browser.

    Is there a way I could send you those links via email?

    thanks

    Plugin Contributor wpvideogallery

    (@wpvideogallery)

    7 months ago

    Sure, kindly submit a ticket here https://plugins360.com/support/ with the following details:

    • The full URL of the MP4 file you’re trying to stream.
    • The URL of the page on your website where the video is embedded.
Viewing 3 replies - 1 through 3 (of 3 total)

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