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wordpress plugin jw6 issue

We have an old WP plugin, using jw6 that just stopped working. We had been adding urls to our amazon s3 hosted videos directly in WP. it appears that newer versions no longer allow that. We have to now upload the url through jw dashboard.
I also somewhere that if I want to upgrade WP plugin I can upload players and media currently in WP, and then I guess it will work with new plugin from JW Dashboard.

Questions, 1. where are the instructions for that and 2. what level account do I have to have. Cannot find either question answered anywhere and of course can't reach support either.

6 Community Answers

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Todd

JW Player Support Agent  
0 rated :

Support for JW6 ended more than six months ago, as we continued to support it for 18 months after JW7 was released. As an aside, we just released JW8 almost a month ago, so JW7 support will end in April 2019.

My suggestion would be to update your WordPress plugin to the latest version. You can continue to use your self-hosted S3 videos as long as you add them as external URLs to your JW dashboard. The videos will then appear in the JW plugin.

Our WordPress documentation is available at https://support.jwplayer.com/customer/portal/articles/1433604

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James Van Eerden

User  
0 rated :

Thanks Todd. You said "add them as external urls to your jw dashboard" and I thought I read you can "import" them, as in some automated or otherwise procedure as we have nearly 500 video urls. Or do we have to copy and paste them in somewhere one at a time? Trying to figure how much effort is involved in "updating to JW8" Also, is the $120/year plan sufficient for this? are external urls subject to the same 500 video, 50,000 plays limit?

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Todd

JW Player Support Agent  
0 rated :

Externally-hosted content is not subject to the 500 videos or storage limits, but the plays limit applies regardless of if we are hosting the content for you or someone else is.

As for the WordPress import, I have no way to test that anymore as it only appears the first time after you install the new plugin, so I am not 100% sure of how it works. My suggestion would be to submit that question directly to the engineers that wrote the plugin via GitHub at https://github.com/jwplayer/wordpress-plugin/issues

Hope this helps,
Todd

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James Van Eerden

User  
0 rated :

ok. I am tryhing to access my account and it won't send me a password reset email. and the page says to contact support if I have trouble. but I can't contact support because it tells me to login and upgrade. catch 22. How can I access my account or get my password reset if it won't send me a password reset email?

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James Van Eerden

User  
0 rated :

Who do I contact about the status of my account. I signed up on a trial basis, but I cannot access my account nor can I get a password retrieved email. My first communication on here took 3 days, so if I don't have access to support, I'm not sure this solution will work for us. Please help

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Todd

JW Player Support Agent  
0 rated :

I can see your account is active, but I do not have a way to reset your password or re-send the password reset e-mail. Let me check with our product manager to see how this can be accomplished.

As for the response time, you contacted us on a Friday. We do not work on the weekends, so the earliest I would expect a response is Monday. During the week, I would expect a response within one business day.

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