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Product video issue on desktop but not on mobile

This topic has 14 replies, 2 voices, and was last updated 1 weeks ago ago by Jack Richardson

Kingsley H.

Participant

August 6, 2025 at 02:13

Hi,

Over the weekend I added the following product via iphone:

https://maisonkingsleycouture.com/collections/womens/womens-apparel/womens-jackets/products/womens-mejor-cropped-lime-green-python-biker-jacket-with-detachable-hood/

The video at the end of the gallery was shot via iphone and converted to mp4 since wordpress apparently doesn’t accept .mov. The video shows perfectly on iphone mobile but does not show on desktop and also just realized it doesn’t show on Android mobile either.

I know if I delete the video and just add it via desktop it will show on all devices, but I wanted to alert you guys to this first.

Warm Regards,

Kingsley

#451955 Copied

13 Answers

Jack Richardson

Support staff

August 6, 2025 at 07:57

Hello @Kingsley,

Thank you for reaching out.

Please note that the issue you are experiencing is not related to our theme. You can verify this by opening the video file directly in a new browser tab using the following link:
https://maisonkingsleycouture.com/wp-content/uploads/2025/07/Womens-Lime-Green-Python-Snakeskin-Jacket-With-Hood.mp4

As the video does not display correctly there either, it appears that the issue is related to the WordPress upload system or the method used to upload the media file.

We recommend checking the uploaded video on different devices to ensure compatibility and to help identify any potential issues with the upload process.

Thank you for your understanding.

Best regards,
The 8Theme Team

#451972 Copied

Kingsley H.

Participant

August 8, 2025 at 01:05

Hi,

My original message state that I tried it on different devices so I’m a bit confused.

Warm Regards,

Kingsley

#452104 Copied

Jack Richardson

Support staff

August 8, 2025 at 08:18

Hello @Kingsley,

We hope this message finds you well.

Please note that the video is not appearing in the WordPress media library either, as shown in the following screenshot: https://prnt.sc/ZV88IqZl-jQF. This indicates that the issue is not related to our theme.

We recommend trying to upload a different video for testing purposes. You may use an alternative video recording application or download a sample video from YouTube or other video web-sites to verify the functionality.

Additionally, the following WordPress support topic may be helpful to you: https://wordpress.org/support/topic/no-video-only-audio/.

Best regards,
The 8Theme Team

#452126 Copied

Kingsley H.

Participant

October 23, 2025 at 05:29

Hello,

Thank you for that. Sorry for the late reply, my support expired. I have a new issue now that appears to be re-occurring. My home page has images on the categories but they keep disappearing and reappearing. Additionally, the sort function on the product categories is not functioning. For instance, when you try to sort price by high to low, nothing happens. Not sure why these things are happening. Attached are images of what the home page is supposed to look like vs what it currently looks like, black screens. I don’t understand where the images have gone.

Regards,

Kingsley

Files is visible for topic creator and
support staff only.

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Jack Richardson

Support staff

October 23, 2025 at 09:01

Hello @Kingsley H.,

We kindly ask our customers to create separate topics for different questions instead of combining them into one.

Regarding the images on your home page, they appear the same for us when viewed in both default and incognito browsers. Could you please clarify how we can reproduce the issue?

Additionally, we recommend checking for available patches and installing the latest ones, as a fix related to product sorting was included in one of the recent updates. You can find more information here: https://www.8theme.com/documentation/xstore/theme-installation/how-to-use-xstore-patcher/

Best regards,
Jack Richardson
The 8Theme Team

#457758 Copied

Kingsley H.

Participant

October 27, 2025 at 16:58

Hi. Sorry I didn’t know you had responded not suite why I didn’t get the notification. It’s a weird thing that I can’t really recreate. Sometimes the images are there and sometimes they are not. For instance this morning I was making some posts on social media and checked the website and realize the images were gone again. Screenshot attached.

Files is visible for topic creator and
support staff only.

#458071 Copied

Jack Richardson

Support staff

October 27, 2025 at 17:29

Hello @Kingsley H.,

As we are unable to identify the steps required to reproduce the issue, it is unfortunately not possible for us to fully understand the problem and provide an appropriate solution. We recommend that you contact your hosting provider to check whether any optimizations or maintenance activities are performed at certain times of the day that might cause the images to appear broken.

Once you have additional information or can specify the time when the issue occurs, please share these details with us so that we can assist you further.

Best regards,
Jack Richardson
8Theme Team

#458073 Copied

Kingsley H.

Participant

October 29, 2025 at 20:45

Hi,

My web developer was able to diagnose the issue and it has now been remedied. Thanks.

Best, Kingsley

#458303 Copied

Jack Richardson

Support staff

October 30, 2025 at 07:28

Hello @Kingsley,

Thank you for your message and for letting us know that the issue has been resolved. We appreciate your update and are glad to hear everything is now working properly. Could you, please, clearify the solutions your developer implemented so we would know it if similar request exists from other customers ?

If you need any further assistance, please don’t hesitate to contact us.

Best Regards,
8Theme’s Team

#458311 Copied

Kingsley H.

Participant

November 1, 2025 at 17:47

Hi,

Well basically he said the issue came from another guy who was doing speed optimizations on the site. He said some exclusions should have been made so that files wouldn’t be affected and also said that I should clear Preload cache and also Priority elements within WP Rocket (which was installed by the speed optimization people) I’m addition to the Global cache at WordPress.com so that when changes are made, they reflect properly, as before I would also change images on the home page and they wouldn’t reflect on all devices. He didn’t go super in depth on what exactly he updated but that was the extent of his reply and all is working now.

Regards,

Kingsley

#458480 Copied

Jack Richardson

Support staff

November 2, 2025 at 20:16

Hello @Kingsley,

Thank you for your update and for sharing the details regarding the issue. We are glad to hear that everything is now working properly after the adjustments made by the optimization specialist.

Best Regards,
Jack Richardson
8Theme’s Team

#458543 Copied

Kingsley H.

Participant

November 26, 2025 at 00:02

Hi,

I tried to make a new topic but the system wouldn’t me, it just kept switching to the top of the page. Im wondering if there is a setting to make both left and right side of the product page scroll at the same time like Amazon?

Best,

Kingsley

#460789 Copied

Jack Richardson

Support staff

November 26, 2025 at 07:45

Hello @Kingsley H.,

Please clear your browser cache and then try creating a new topic.

Regarding your request about the Amazon design, could you please attach some screenshots or videos to help us better understand your request?

Best regards,
Jack Richardson
8Theme Team

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