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Default stream is suddenly lower-res

Embedded videos on my site are suddenly showing as lower-res versions by default. I have changed my player settings but I'm not sure where to set the default to show best version possible. When viewing with Safari, I don't get an HD toggle in the player so I can't select a higher resolution (as in Firefox). Is this an issue of having HTML5 as the default? Here's an example, and thanks in advance for any help!

3 Community Answers


JW Player Support Agent  
0 rated :

Hi, there.

It looks like that piece of content only has two versions on your Account Dashboard, one that is 1080p and one that is 180p. We use the width of the player to determine which transcode to play, so unless your player is 1080px wide, the player will play the 180p version.

I would recommend looking into re-uploading that piece of content. Usually, when you upload a piece of content at 1080p, our platform will automatically transcode it at multiple resolutions, such as 1080p, 720p, 360p, and so on. Is it possible that someone went into the dashboard and removed the transcodes for that video other than the low-quality and high-quality versions?


0 rated :

Thanks for your help! I am trying to trouble-shoot this while our video producer is unavailable, so it's not possible to re-upload. Is it possible to create new transcodes from the 1080p file already in the system?

Another issue is that the HD toggle in the player, which would allow you to select the high-res file, is not showing in Safari as it is in Firefox and Chrome for Mac.

We did upload some new videos and the transcodes (960x540, 1280x720) are showing up, but the video is still playing in what looks like 180p. Using the HD toggle in Firefox gives you 180p is the max resolution.


JW Player Support Agent  
0 rated :

Hi, there.

If we take your Aditi Episode 2 video as an example, I do see that you uploaded a new version yesterday, but the link you sent me is still pointing to the old version that you uploaded on 10/20. If you log in to your Account Dashboard, then go to the Videos page, you will see two copies of the same video. If you click on the blue embed button (the globe with the upward facing arrow) associated with the version uploaded on 10/27, you will see in the preview that it is respecting the higher resolutions. If you do the same thing for the 10/20 version, it will still show 180p.

If you want more transcodes to be available for your uploads, you will have to add more templates. If you go to the Settings section of your Account Dashboard, you will see a tab for Templates. These are the templates used to determine how to transcode your uploads. The more templates you have, the more transcodes are available to you.

As for Safari, not having the quality toggle in that browser is normal behavior as Safari natively handles HLS streams so it takes over control of the player and Safari does not allow you to switch resolutions for HLS streams – it does it automatically on the fly based on the size of the player and the quality of the user’s bandwidth.

I hope this helps. In summary, if you want more transcodes to appear, you can add more templates in the Settings section of your dashboard and then re-upload the files. Also, every time you upload a file, you get a new URL to play that file, so you’ll have to change it in your code.

Please let me know if you need any more help or have any other questions.

Thank you!

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