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Windows & IE11 - setup timeout error - setup took longer than 30 seconds to complete

Hi,

We have recently upgraded JW player on our site - www.topagrar.pl - to the 7.2.2 version. We are using self-hosted solution. Player seams to work fine on Chrome and Firefox.

But, on Win 7 & IE11 (and also on Windows Phone & IE) everytime the page with movies is loaded, we have blank screen and error message:

Setup timeout error - setup took longer than 30 seconds to complete

When page is loaded, for approx. 30 seconds we didn't see player at all, and after then black box appears (instead of player) with mentioned message.

You can check it here:
http://www.topagrar.pl/videos/wywiad-z-thibault-perrier-z-agri-consult-sp-z-oo/

After 30 seconds we see: http://screencast.com/t/bb0NqNEHb

Can you help us solve this problem? Thanks is advance.

Best regards,

16 Community Answers

Up Down

Alex

JW Player Support Agent  
-1 rated :

Hi, there.

It looks like you have your player library linked at the end of your page. We always suggest linking to your player library and license key in the <head> of your document. For your example, it would be these lines of code:

<script src="/static/scripts/libs/jwplayer.js"></script>
<script type="text/javascript">
// <![CDATA[
                    jwplayer.key = "gFqowifK2uASAL9NIEdWeTHCbkWWEUbt/MxKYw==";
                    jwplayer.defaults = {"base": "/static/scripts/libs/"};
// ]]>
</script>

Please try placing those lines in the <head> of your document and see if it resolves your issue.

Thanks.

Up Down

shaik.chand

User  
1 rated :

Hi,

We too have the same problem. I placed player code in head section. But no luck.

Please help..

Regards.

Up Down

Alex

JW Player Support Agent  
-1 rated :

Hi, Shaik.

I just looked at the source of http://www.topagrar.pl/videos/wywiad-z-thibault-perrier-z-agri-consult-sp-z-oo/ and it looks like those lines are still in the same place. Have you tried it on a different page? If so, what is the link to that page?

Up Down

p.soltysiak

User  
-1 rated :

Hi,

Thanks for support and suggestion. We tried it on our stage version of the website (see example here: http://www.stage.topagrar.pl/videos/testvideo/ ) and unfortunately it didn't improve situation.

Do you have any other ideas we can try?

P.S. User shaik.chand isn't associate with me or organization that I am working for:-) I think he simply has the same problem.

Up Down

Alex

JW Player Support Agent  
0 rated :

Hi, there.

I worked on this a little more, and unfortunately don’t have any solutions for you. I created a test page using the player hosted on your server and your content, and it loads fine for me in IE 11 on Windows 7. So, there has to be some sort of other JavaScript on that page that is delaying the setup of the player.

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

Thank you!

Up Down

shilpa.hejmadi

User  
0 rated :

Hi Alex
I am also facing same problem on IE8 and IE11( I have tested only on these versions. It is working fine on chrome,
I have tried above mentioned solution in this post, but none of them work

Sample Poc Code

<html>
<head>

<script type="text/javascript" src="C:\Jwplayer\jwplayer-7.2.2\jwplayer.js"></script>
<script type="text/javascript">jwplayer.key="MENTION JWPLAYER KEY";</script>
</head>
<body>
<h1>JwPlayer Test</h1>
<div id="jwplayercontainer"></div>
<script type="text/javascript">
jwplayer("jwplayercontainer").setup({
flashplayer: "C:\Jwplayer\jwplayer-7.2.2\jwplayer.flash.swf",
file : "PROVIDE VIDEO URL",
image: "C:\Jwplayer\loadingvideo.jpg",
autoplay: false,
icons: true,
// 'plugins': 'fbit-1,tweetit-1',
//controlbar: true,
dock: true,
height: 300,
width: 500 });
</script>

</body>
</html>

Up Down

Alex

JW Player Support Agent  
0 rated :

Hi, Shilpa.

Our player needs to be hosted on a web server and the links to the player library, file and image all need to be either relative URLs or absolute HTTP or HTTPS URLs.

For example, if your document is saved at C:\Jwplayer, then you can update the following lines:

<script type="text/javascript" src="jwplayer-7.2.2/jwplayer.js"></script>

image: “loadingvideo.jpg”

Also, please note that since the Flash Player is hosted in the same directory as your player library, you don’t have to specify “flashplayer”.

Once you make these changes, you should be able to use an application that would launch a local web server on your computer, such as MAMP to test our player.

Thank you.

Up Down

prashant.sinha.lko N/A

User  
0 rated :

Hi Alex
Now I have hosted the Poc on webserver http://180.87.41.34/jwplayer/JwPlayerPocVersion7.html
but still I am getting the same error. It is working on chrome. but it is not working on IE

On IE11 blank screen is opening and after 30 sec it gives the error message -setup timeout error - setup took longer than 30 seconds to complete

On IE8 following error appears
Message: Object doesn't support this property or method Line: 7 Char: 15053
URI: http://180.87.41.34/jwplayer/jwplayer-7.2.2/jwplayer.js

Message: 'jwplayer' is undefined Line: 5 Char: 1
URI: http://180.87.41.34/jwplayer/JwPlayerPocVersion7.html

Message: Object expected Line: 13 Char: 14
URI: http://180.87.41.34/jwplayer/JwPlayerPocVersion7.html

Even though after adding code as mentioned in the blog does not make any difference jwplayer.defaults = {"base": "jwplayer-7.2.2/"};

Please review the code and help me to resolve this problem.

Up Down

Alex

JW Player Support Agent  
0 rated :

Hi, Prashant.

Your player is setting up immediately in IE 11 on Windows 10, 8.1 and 7 for me and your player is displaying the content as expected. Please see the attached screenshots for your reference.

Can you confirm IE is not in compatability mode? Compatibility mode can often cause issues with our player.

As for IE 8, it is not supported in JW Player 7.

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p.soltysiak

User  
0 rated :

Hi Alex,

Thanks for your support.

I opened your test page on my computer (Win 7, IE 11) and result sadly is the same. See screen: http://screencast.com/t/jaApogTUe1

A bit strange...

Best regards,

Up Down

Alex

JW Player Support Agent  
0 rated :

Hi.

It is not happening for me on multiple computers running IE 11 in Windows 7. Have you tried it on a different computer?

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sagere Sager

User  
0 rated :

The website embedded with JW Player does not work with with IE 11. I found the same issue when I updated with JW Player 7.2. Can you help me to resolve the issue.

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sagere Sager

User  
0 rated :

In fact it does not work with IE11 compatibility mode, it works fine without compatibility mode. But we need to have it working with compatibility mode. Do you have any solution for JW Player working with compatibility mode.

Up Down

this file not found

User  
0 rated :

/static/scripts/libs/polyfills.promise.js

Up Down

lxy1151

User  
0 rated :

required file：jquery.js、polyfills.base64.js、polyfills.promise.js ; then play ok on ie and phone

Up Down

Alex

JW Player Support Agent  
0 rated :

sagere@oakgov.com,

Can you send me a link to a reproduction page so I may take a look?

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