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Frontend Product Gallery Video Not Playing

This topic has 9 replies, 3 voices, and was last updated 3 weeks, 2 days ago ago by Jack Richardson

dytao

Participant

November 11, 2025 at 10:05

Hello XStore Support Team,

I am experiencing an issue with the WooCommerce product gallery video feature in the XStore theme and would like your assistance. Here are the details:

Issue Description:

Product gallery videos do not display on the frontend. The browser console shows “Media cannot be played.”

Images in both the product list and single product pages display correctly; the problem only occurs with videos.

Video URLs use a custom domain (e.g., https://img.crowcrystal.com/…) and can play directly in the browser.

Disabling the Media Cloud plugin and clearing caches did not resolve the issue.

Environment Information:

Theme: XStore (latest version)

WooCommerce: latest version

Plugins: Media Cloud (disabled for testing), WP Rocket, Elementor Pro, etc.

Video storage: Cloudflare R2 with a custom domain, MP4 format

Troubleshooting Attempts:

The video plays directly in the browser, so the file and R2 configuration are correct.

WooCommerce product gallery images load correctly, indicating frontend JS and theme styles are fine.

In the frontend

Using a [video] shortcode works fine, suggesting the issue is specific to the WooCommerce gallery video component.

Questions / Request:

Does the XStore theme product gallery video component fully support videos hosted on R2/S3 or other external cloud storage?

Are there recommended settings or fixes to make videos play correctly on the frontend?

Could you provide guidance, code, or a theme update to ensure product gallery videos support external MP4 URLs?

Thank you very much for your time and support!

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8 Answers

Luca Rossi

Support staff

November 11, 2025 at 10:14

Hi @dytao,

Could you please provide your website URL and temporary wp-admin access? We need to check your settings.

To grant WP-Admin access, please proceed to create a new user account with an administrator role through your WordPress Dashboard. Once the account is established, you may securely transmit the username and password to us via the Private Content section designated for this purpose.

Best Regards,
The 8Theme Team.

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dytao

Participant

November 11, 2025 at 10:18

Private Content

Please contact administrator
for this information.

#459373 Copied

dytao

Participant

November 11, 2025 at 12:38

Header “Connection Block” Cannot Be Removed on Desktop

Hello XStore Support Team,

I am experiencing an issue with the header in the XStore theme.

On mobile, I can delete the “Connection Block” without any problem.

On desktop, the same block cannot be removed, even after resetting the header via Theme Options → Header Builder → Reset Header Builder and re-adding elements.

It seems the issue only occurs on desktop view. Could you please provide guidance or a fix for this?

Thank you for your support.

Best regards,

Files is visible for topic creator and
support staff only.

#459403 Copied

Jack Richardson

Support staff

November 11, 2025 at 13:59

Hello @dytao,

Regarding your question posted at https://www.8theme.com/topic/frontend-product-gallery-video-not-playing/#post-459369, please note that the videos displayed in the product gallery are loaded either from the Product Video settings (backend configuration) or from the iframe code set in the same area (https://prnt.sc/w6_bE0Kx4no_). Currently, we do not provide other options to load videos from third-party sources in the product gallery. However, you are welcome to submit your request on our task board at https://www.8theme.com/roadmap/.

To reset the elements of your header, you can use the following option: https://prnt.sc/oRa6WiEWXXYJ. However, it appears that there may be some database caching on your site, as the elements remain visible in the header even after resetting. We kindly ask you to contact your hosting provider to temporarily disable database caching, as well as any caching plugins or CDN features that may be active. After doing so, please try using the mentioned option again.

Best regards,
Jack Richardson
The 8Theme Team

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dytao

Participant

November 12, 2025 at 07:44

I have already disabled both the WP Rocket cache and the CDN cache, but the issue still remains.

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dytao

Participant

November 12, 2025 at 07:44

I have already disabled both the WP Rocket cache and the CDN cache, but the issue still remains.。。。

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dytao

Participant

November 12, 2025 at 07:47

I’m really sorry, but I’ve been experiencing too many issues with the theme and haven’t been able to resolve them, even after trying multiple solutions.

I would like to request a refund. I apologize for the inconvenience, and thank you for your understanding.

Best regards,

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Jack Richardson

Support staff

November 12, 2025 at 08:51

Hello @dytao,

Could you please confirm whether you have submitted a support request to your hosting provider regarding database caching, and if the issue related to header elements has been resolved?

Additionally, could you please clarify the critical issues you are experiencing with our theme? We would be happy to assist you in resolving these matters and will do our best to support our customers.

Best regards,
Jack Richardson
8Theme Team

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