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Error loading media: File could not be played: iOS devices and Safari Mac

All of the videos on my website at work well in most browsers. However, on iOS devices such as iPad & iPhone, and on Mac Safari, I get the error "Error loading media: File could not be played:" and I cannot seem to find a workaround. The files are all being loaded from Amazon Web Services cloud front distribution so that the load quickly and do not buffer for my website members. Please help me find what is causing this error and fix it.

1 Community Answers


JW Player Support Agent  
0 rated :

Hi, there.

If you are referring to the “Daytona Beach Stunt Fest 2015” video about half-way down your page, the player is appearing and playing just fine for me in Safari for Mac and also on an iPhone 5S running iOS 9.1. If this issue is still happening for you, please let me know what version of iOS and OS X you are running.

Also, I did find a different issue on the iPhone. You have a logo in your video that, when you are looking at the player on the iPhone, obstructs the play button. This means when you tap on the play button, it actually registers a tap on the logo and it brings the user to your “About Us” page and doesn’t start playback of the video. The only way current to begin playback of the video is to tap somewhere in the lower, left-hand corner of the player. I would suggest using a smaller logo so users do not have a negative experience on iPhone.

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

Thank you!

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