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JWP 7.3.4 & Internet Explorer 11

We are using JW Player 7.3.4 with HTML5 as primary playback and H.264 encoded MP4's via HTTP through Amazon S3.

We have a client who reports that they can view the video in Google Chrome but not in IE11 (Windows 7 SP2). When attempting to view the video in IE11 they get "Error loading media: File could not be played".

On a hunch we changed one video to setup to use flash as primary playback and the video loaded just fine for them.

Can anyone explain to me why the HTML5 video is not loading in IE11 for them but that the flash video does? Is there an IE browser setting that could cause this issue?

My team has tested videos hundreds of times in Firefox, Chrome and IE9-11 and we never have playback issues.

2 Community Answers


JW Player Support Agent  
0 rated :

Hi, Jeremy.

I’m honestly not sure what could be causing your client’s issue. I just tested playback of a MP4 in IE 11 in Windows 7 and it worked just fine. I would ask them if they are able to play another embed of a MP4 using our player, such as the one found on this support article. Off the top of my head, I’m leaning towards it being a setting within his browser, like some security setting or something, but it would be hard to narrow down without being able to reproduce it myself.

The reason it works in Flash is because Flash is taking over the playback responsibilities so whatever browser the viewer is using means little when the player is using Flash. When not using Flash, it’s reliant a great deal on the browser for support.

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

Thank you!


0 rated :

Just thought I'd comment that I've experienced this, and it's likely because the viewer has a codec other than Microsoft's set to play back h264 content on their system (such as LAV or FFDshow). Basically, for HTML5 video, if IE11 goes to play it and the system automatically tries to use a third-party codec, playback will fail with that error.

If they uninstall whatever codec pack they've installed, it should probably work again. Newer versions of some codec packs (such as Shark007) have specific blacklists set up so the rest of the system can use LAV, while IE11 only sees Microsoft's.

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