ReferenceErrorL jwplayer is not defined

jeremy — Dec 22, 2015 11:39AM EST

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We are hosting videos embedding videos in Wordpress using JW Player 7.2 and I have had a few users report issues viewing the videos on Windows 7 in both IE11 and Firefox

All they see is the "Loading the player...." and in the console they see ReferenceError: jwplayer is not defined

Here is our embed code:

<div id="visualSPPlayer">Loading the player...</div>
<script type="text/javascript">
var playerInstance = jwplayer("visualSPPlayer");
playerInstance.setup({
playlist: [{
image: "http://sharepoint-videos.s3.amazonaws.com/screencasts/2188/poster.PNG",
sources: [ {
file: "http://sharepoint-videos.s3.amazonaws.com/screencasts/2188.mp4"
}],
tracks: [{
file: "http://sharepoint-videos.s3.amazonaws.com/screencasts/2188/thumbnails.vtt",
kind: "thumbnails"
}]
}],
primary: "html5",
width: "100%",
aspectratio: "16:9",
autostart: true,
skin: {
name: "vapor",
active: "#E16933",
inactive: "#E16933",
background: "#333333"
}
});
</script>

Here is the video page: http://dev.sharepoint-videos.com/player-test/

It tests fine for us in Windows 7 on all browsers but I don't know why the player wouldn't load for them. They are based outside the US are there other factors that could affect the Javascript in their browser? They are connecting via a company network in their office and not on their personal computers from home if that helps.