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Videos not playing in video press and uploading in wrong size

This topic has 23 replies, 3 voices, and was last updated 3 days, 2 hours ago ago by Jack Richardson

Kingsley

Participant

April 5, 2025 at 23:43

Hi,

I recently switched hosting to WordPress and now all of my product videos are uploading through Jetpack VideoPress by default. The issue is that now the video is not uploading in it’s actual size, is broken on the front end, yet plays in the backend. Product link:

https://maisonkingsleycouture.com/collections/men/mens-shoes/mens-dress-shoes/mens-loafers/products/lp1-custom-casual-loafer-in-sand-suede/

You will notice that this product video does not play on the front facing site. All of the videos that I uploaded before I switched hosting such as this link work fine:

https://maisonkingsleycouture.com/collections/men/mens-apparel/mens-jackets/products/mens-black-python-biker-jacket-with-detachable-hood-2/

I informed WordPress of this and they said that I should contact you regarding this. Tried to deactivate VideoPress but it doesn’t deactivate.

He then offered the following solution:

”

If you upload videos using the Media Library List View at the link below, VideoPress won’t process them.

https://filmworkshops.net/wp-admin/upload.php?mode=list

”

But for the sake of efficiency during product creation, I would like to be able to use your “Add product gallery video” button on the add product page. Also, the other issue is that you will notice the thumbnails do not allow scroll on mobile the way it does on desktop. WordPress support also told me to give you this:

”

If your plugin or theme developer has any questions about how their products work on our Business or Commerce plans, you can get them to fill out the below form to get in touch with us:

https://wordpress.com/support/developers/

”

Thanks in advance for your help

Regards,

Kingsley

Please, contact administrator
for this information.

#439923 Copied Theme version: 9.4.9

22 Answers

Jack Richardson

Support staff

April 7, 2025 at 07:26

Dear @Kingsley,

I hope this message finds you well.

Could you please try deactivating the “Jetpack VideoPress” plugin and check whether the videos are displayed correctly afterward? It appears that this plugin may be modifying the video post meta and setting the video source to the file URL instead. You can verify this using the web inspector, as shown in the following screenshot: https://prnt.sc/dJu5Ajhoi7Jk.
Additionaly we see that customers posted issues about that plugin (https://prnt.sc/U0LSrICLUCRg) so you can think about the benefits of using it.

We kindly ask you to confirm whether the issue persists after deactivating the mentioned plugin.

Additionally, in order to investigate the matter further, we would appreciate it if you could provide us with FTP access to your site. The following details are required:

– FTP Host
– FTP Username
– FTP Password
– FTP Port
– FTP Encryption Type

If you are unsure how to obtain these credentials, we recommend contacting your hosting provider for assistance in creating them.

Thank you for your cooperation. We look forward to your response.

Best regards,
Jack Richardson
The 8Theme Team

#439984 Copied

Kingsley

Participant

April 20, 2025 at 03:06

Hi Jack,

I deactivated it and then re-uploaded the videos and that seems to have solved the issue. Thank you for your support. Do you think you guys could move the video to the front of the thumbnails instead of at the end where it’s kind of hidden on mobile?

Regards,

Kingsley

#441213 Copied

Jack Richardson

Support staff

April 21, 2025 at 07:49

Dear @Kingsley,

We hope this message finds you well.

Kindly navigate to the Theme Options section, where you will find the specific setting you are looking for: https://prnt.sc/tO7oPgLVWEUS. Additionally, we have included a search panel within the Theme Options to help our customers easily locate the desired settings: https://gyazo.com/32b995dadf9618cb6aa595afbdd2068b.

Please note: placing a video in the first position may potentially cause issues with sticky sections, as videos typically require more time to load compared to images. We recommend testing this configuration to ensure it meets your requirements.

Should you need any further assistance, please do not hesitate to reach out.

Best regards,
Jack Richardson
The 8Theme Team

#441302 Copied

Kingsley

Participant

May 3, 2025 at 06:11

Hi Jack,

Thank you for your support. Somehow, a past issue has now re-occured. This is that the sub-categories are only visible from the home page, but once you click on one of the categories, the sub-category images disappear, and only the top level categories remain present. I have attached 2 screenshots for your reference.

Warm Regards,

Kingsley

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support staff only.

#442584 Copied

Alex Carter

Support staff

May 3, 2025 at 07:03

Hello,

Thank you for reaching out to us.

Private Content

Warm Regards,
The 8Theme Team

Please contact administrator
for this information.

#442585 Copied

Kingsley

Participant

May 5, 2025 at 00:28

Responded in private content area.

Please contact administrator
for this information.

#442659 Copied

Jack Richardson

Support staff

May 5, 2025 at 08:21

Dear @Kingsley,

We hope this message finds you well.

Upon reviewing your product category page, we identified a JavaScript error originating from the Isotope script during the initial page load. This issue was affecting the proper functioning of other scripts on the page.

Additionally, we observed that the masonry layout is not essential for your product archive pages. Therefore, we have disabled the “masonry” option for product display (https://prnt.sc/-kPIgaExKHOC). Please note that the visual layout remains unchanged due to the image aspect ratio currently in use.

Kindly check the page now and let us know if everything is working as expected.

If you have any further questions that are not directly related to the main topic of this request, we kindly ask that you submit them as separate topics for better tracking and support.

Best regards,
Jack Richardson
The 8Theme Team

#442682 Copied

Kingsley

Participant

May 5, 2025 at 16:21

Hi Jack,

Thank you for your reply. I too hope you are also well. Thank you for the fix, the subcategories are now showing again. The only thing is that there appears to be a new issue, and that is that somehow the page is off center now. Please see images attached for the home page and category page.

Additionally I would like to ask you about something else that may be related to the Masonry setting. I had informed my web designer when this theme was purchased that I wanted all of the product title text on the category pages to be in alignment with each other to maintain the same clean look that I had on Shopify as they were staggered intially.

Part of his fix was to reduce all product titles on product pages to two lines. On the Shopify site, the full titles were shown but the clean even look was still maintained without the staggered look of some products being lower than others on the product page. Is there a way to show the full text but maintain the look for all category pages, irrespective of product image size or product title length?

Warm Regards,

Kingsley

Files is visible for topic creator and
support staff only.

#442716 Copied

Jack Richardson

Support staff

May 6, 2025 at 07:21

Dear @Kingsley,

We hope this message finds you well.

We have reviewed your homepage using both the default and incognito browser modes, and we were unable to replicate the issue you reported.

To assist you further, could you please provide an example of the expected display of the product titles, along with a comparison screenshot showing the current state? At this time, we are not observing any discrepancies on our end.

Thank you for your cooperation.

Best regards,
Jack Richardson
The 8Theme Team

#442774 Copied

Kingsley

Participant

May 6, 2025 at 17:50

Hi Jack,

Thank you for your reply. How strange. Everything is in alignment now whereas when I replied it wasn’t, as evidenced by the last two uploaded screenshots. Peculiar. I wonder how it self-corrected. Anyway, thanks a lot.

In regards to the truncated product titles on the category pages I mentioned, it is not as noticeable on desktop as there is more room on screen. One you can use as a reference is the following product:

https://maisonkingsleycouture.com/collections/all/products/saphir-beaute-du-cuir-reptan-shine-and-care-for-exotic-leather-alligator-snakeskin-lizard-skin-pirarucu-50-ml/

You will notice that the end of this title is slightly truncated on desktop as the title is exceptionally long, but it’s even more so on mobile as is so with many products.

You can find this product on the second page of “1 Catalog – New Arrivals” or the following link:

https://maisonkingsleycouture.com/collections/all/

I’ve also included a screenshot for your reference.

Warm Regards,

Kingsley

Files is visible for topic creator and
support staff only.

#443104 Copied

Jack Richardson

Support staff

May 7, 2025 at 07:17

Dear @Kingsley,

Thank you for your inquiry regarding the product title limitations.

In response to your question, we kindly suggest reviewing and configuring the relevant settings according to your specific requirements. You may refer to the following link for guidance: https://prnt.sc/AO8expnR1E_j

Currently, we have applied the following values for title limits: https://prnt.sc/ydw7BrDeV8wV. As a result, product titles are not restricted at this time: https://prnt.sc/ixeLcEar8Wmu

Please feel free to adjust these settings as needed and test the results to ensure they meet your expectations.

Should you have any further questions or require assistance, do not hesitate to contact us.

Best regards,
Jack Richardson
The 8Theme Team

#443248 Copied

Kingsley

Participant

May 12, 2025 at 03:59

Hi Jack,

Thanks a lot. That is really awesome, everything looks amazing on desktop and mobile! I appreciate the references.

Warm Regards,

Kingsley

#443846 Copied

Kingsley

Participant

May 12, 2025 at 04:30

Hi,

I just noticed something on mobile. On Android, when you scroll to the end and click play on a video, it plays the video within the frame and once the video is over, you can scroll left from the video and see other images without having to click or scroll from the thumbnails.

But on iPhone, when you scroll to the end and click play on the video, the video takes over the screen, and that’s not that bad but when you exit the video and attempt to scroll left, you cannot scroll left from the video, you must click on a thumbnail image first and then the scrolling reverts to normal until you click play again.

I noticed this on the following product: https://maisonkingsleycouture.com/collections/men/mens-shoes/mens-dress-shoes/mens-loafers/products/mens-mkc-fastlane-loafer-in-english-tan-with-red-bottom/

Apple video: https://drive.google.com/file/d/139GlCfT3vbGChfIn4s_ajdtk9ZR7A630/view?usp=drive_link

Android video: https://drive.google.com/file/d/14AQpj–WRz1nd2CdK3xI3y6tL2yiHo5F/view?usp=sharing

Warm Regards,

Kingsley

#443847 Copied
Jack Richardson

Support staff

May 12, 2025 at 07:20
Dear @Kingsley,

I hope this message finds you well.

It appears that the video from the Android test is currently not loading properly and cannot be viewed. Could you kindly update the video so that we can review the test results on that device?

Additionally, we would like to suggest adding the following code snippet to your child-theme/functions.php file:

add_filter('single_product_main_gallery_video_attributes', function($atts = array()) { $atts[] = 'controlsList="nodownload noplaybackrate nofullscreen"'; $atts[] = 'disablepictureinpicture'; return $atts; });

Please implement the snippet and check the results afterward.

Should you have any questions or need further assistance, feel free to reach out.

Best regards,
Jack Richardson
The 8Theme Team
#443871 Copied
Kingsley

Participant

May 13, 2025 at 19:07

Hi Jack,

Very sorry about that. It seems the link wasn’t pasted correctly. Here are both links again for your reference:

Android: https://drive.google.com/file/d/14AQpj–WRz1nd2CdK3xI3y6tL2yiHo5F/view?usp=drive_link

Apple: https://drive.google.com/file/d/139GlCfT3vbGChfIn4s_ajdtk9ZR7A630/view?usp=drive_link

Warm Regards,

#444193 Copied

Jack Richardson

Support staff

May 14, 2025 at 07:15

Dear @Kingsley,

We hope this message finds you well.

Kindly review the URL you shared regarding Android testing, as it appears to be incorrect once again.

Best regards,
The 8Theme Team

#444215 Copied

Kingsley

Participant

May 17, 2025 at 02:06

Hi,

Sorry about that. Here it is:

https://drive.google.com/file/d/14AQpj–WRz1nd2CdK3xI3y6tL2yiHo5F/view?usp=sharing

Regards,

Kingsley

#444640 Copied

Kingsley

Participant

May 17, 2025 at 02:38

Hi,

Homepage is offcenter again.

https://maisonkingsleycouture.com

#444641 Copied

Jack Richardson

Support staff

May 19, 2025 at 07:28

Hello @Kingsley
Please, clear your cache in cache plugin you have on your web-site.
We don’t see any issues with offsets on your home page -> https://prnt.sc/15SNA40yFWGA.
Kind regards, Jack Richardson
The 8theme’s team

#444733 Copied

Kingsley

Participant

May 19, 2025 at 19:59

Hi ,

Thanks. Did hard clear of cache and all seems to be well. Is there a way to have this done automatically like on Shopify so visitors are always getting the most recent version of the site? Most shoppers won’t know to clear the cache, I personally have never done that while shopping online before and I never cleared the cache on Shopify but I always had the most recent updates irrespective of changes.

Did the Android link from last response work this time? Also my web dev has dev switched the contact forms to Elementor so I could track which url the inquiry came from instead of asking the client as I was doing before. All is well except the heading subject line which he says he has changed but is not reflecting on my end. I said I would ask you. I’ve circled the area in red. Trying to get rid of the &quot part but it’s not visible in the admin, at least to my knowledge.

Warm Regards,

Kingsley

#444843 Copied

Kingsley

Participant

May 19, 2025 at 20:15

here

Files is visible for topic creator and
support staff only.

#444844 Copied

Jack Richardson

Support staff

May 20, 2025 at 07:01

Dear @Kingsley,

We hope this message finds you well.

If your developer has recently switched the contact forms of Elementor, we kindly recommend consulting with them regarding the documentation and functionality of Elementor forms. It appears that HTML tags may either not be supported or could be encoded within the form fields. Therefore, it would be advisable to have your developer review any relevant filters or hooks that could help address this issue.

Please note that this matter is not related to our theme support. For further assistance, we suggest referring to the official Elementor documentation or reaching out to their support forums.

Thank you for your understanding.

Best regards,
The 8Theme Team

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