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Custom Thumbnails Not Working


When changing the thumbnail for an uploaded video to a custom thumbnail that I'm uploading I can't get the new thumbnail to stick. It uploads my image just fine, then it simply reverts back to the original thumbnail from the video after a couple of minutes and doesn't apply the custom thumbnail that I uploaded.

3 Community Answers

Randy

JW Player Support Agent  
0 rated :

Hello,

Can you please email your account details to: support@jwplayer.com so we can check your account details?

Kindly,
Randy

Karina

User  
0 rated :

I have had the same problem since the JW site changed. The frames offered are so limited and then I my own jpg still doesn't replace the jw thumbnail. I have tried it on 2 Macs and a few pc computers. So frustrating!

Randy

JW Player Support Agent  
0 rated :

Hello Karina,

Can you provide me the domain name you used to setup your account under?

Randy

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