Video not playing

dennis — Sep 29, 2015 08:55AM EDT

Hi,

I have hosted a video (HLS stream) and at most places it video plays correctly. Some users have reported that they are getting the following error:
Skin could not be loaded: Skin not a valid file type
Playlist could not be loaded: No playable sources found.

The first error is for the 1st video on the following page and the 2nd error is for the 2nd and 3rd videos in the following page.
http://www.knowlens.com/test/urls

Since I don't have access to the user's machine how can I figure out what the actual issue is?

Regards,
Dennis

3 Community Answers

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mark

User

Sep 29, 2015 11:04AM EDT 0 rated :

you are not setting up the players properly. Check them out on Firefox or Microsoft Edge.
On Chrome it looks Ok to me,.no errors about skins.

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dennis

User

Sep 30, 2015 02:09AM EDT 0 rated :

Hi Mark, thanks for the response. On most clients and for most people it works fine. 2 People have reported the mentioned issue so I wanted to figure out a way to diagnose what the problem could be. Any suggestions?

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Randy

JW Player Support Agent

Sep 30, 2015 11:04AM EDT 0 rated :

Hello Dennis,

Your videos seem to play fine on my end in various browsers. You can potentially have those users provide you a snapshot of the console to see if something went wrong. I am assuming since we are looking at a small number it may be a local problem not global.

Cheers,
Randy

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