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Users Encountering "Could not load plugins: File Not Found" Issue

Hi there,

We recently have been receiving an increase in complaints from users on our site (http://visiontv.ca) that they are unable to play back JW Player served videos and receive a prompt "Could not load plugins, file not found". We are able to play back videos without issue on our end. I realize that this is likely an issue with the individual user's browser settings but, is there anything specific you could suggest to pass along to them as the quickest way to diagnose and resolve their issue without having to use an alternate browser? Our users/audience are typically novice level when it comes to tech issues and diagnosis.

Here is a link to a recently uploaded video to our site using JW Player 6.8
http://www.visiontv.ca/videos/eastenders-episode-4659-orig-air-date-feb-13-2015/


Many thanks,
Henry

6 Community Answers

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MisterNeutron

User  
0 rated :

Can't even begin to debug this, because your videos are not available to U.S. visitors.

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h.lees

User  
0 rated :

It's a contractual requirement that we are geoblocked to Canada only and this can't be changed. Who are you Mister Neutron? Are you with JW Player Support? Would be nice to know that.

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MisterNeutron

User  
0 rated :

No, I'm just a user. But any help you get from JW Player is going to be coming from NYC, so they're going to have the same problem.

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Cooper Reid

JW Player Support Agent  
0 rated :

Mister Neutron is correct that we won’t be able to help you troubleshoot without a link. A couple of tips:
1) Check your JS console – do you have any JS errors?
2) Check your network tab – are any requests failing?
3) Ensure your coding adhere’s to our spec: http://support.jwplayer.com/customer/portal/articles/1403635-media-format-reference

Best Regards,
Cooper

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h.lees

User  
0 rated :

Hi Cooper - Thanks for the information and our developers will take a look at these suggestions. I did provide a link above but, since you're based in the US, you'll be unable to play the video back as it's geoblocked to Canada only.

Our current JW Player version on this site is 6.8 and I see that you are now up to version 6.11. We'll update asap, although new versions are supposedly updating automatically through WordPress.

Thanks!

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Cooper Reid

JW Player Support Agent  
0 rated :

Sounds good -
Cooper

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