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Audio no video livestreaming to Android using Chrome

Our jwplayer setup is a dashboard setup that we use for livesteaming three church services every week. We have been using this particular setup since March 2017 without issue. We have not changed the setup since March, the only changes would be the jwplayer version updates

Users on Android devices using Chrome experience a black screen with "Download File" in upper left, but are able to hear audio. My testing with android using chrome, the player works properly the first time loading the site. If the page is refreshed, starting the player gives audio but no video. I can keep refreshing the page with the same results. Occasionally after multiple refreshes the player will work properly until you refresh again.

Android 7 and 8 have been tested with Chrome for Android v62

Dolphin browser on Android does not have this issue.

Desktops, laptops, and iPhones do not have this issue.

The player is on a Wordpress website using the JW Player Plugin v 1.6.1

The dashboard settings are:
Responsive: 16:9
NO autostart
No Loop
No Mute on start
Preload none
Rendering - Always use Flash when available
No Casting
Display Options, Show content descrpition checked, Show controls checked
Bekle skin
Logo off
Sharing off
No advertising
Google Analytics off
Release channel: Production

The content is an http://...../playlist.m3u8 file coming from our streaming server that we have been using for 5+ years. There have been no changes on the server side recently.

6 Community Answers

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George

JW Player Support Agent  
0 rated :

Hi,

Could you send us the HLS stream URL?

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Jim Babb

User  
0 rated :

http://50.22.213.201:1935/hv_livestreaming/_definst_/ngrp:sermon_all/playlist.m3u8

Remember this is for live streaming so it is only active at our normal church service times.
Saturdays 7pm EST
Sundays 11am EST
Wednesdays 7pm EST

I can arrange for a test broadcast of one hour duration at a different time if needed.

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j...

User  
0 rated :

We discovered tonight this same problem is happening with computers using Edge browser on Desktop/laptop

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George

JW Player Support Agent  
0 rated :

Hi,

For me to reproduce this issue reliably I will need the following information:

Browser name and version:
Operating System name and version:
Device make and model:
Provide step by step instructions on how to reproduce the issue on your page:
A test page replicating the issue as described in the document below:
https://support.jwplayer.com/customer/portal/articles/2186238-troubleshooting-%E2%80%94-creating-a-test-page

The test page must not contain any additional code or CSS, it must only contain the player and concrete steps to reproduce with expected and actual behavior.

Also, I’ll need the stream to run 24/7 for me to test and then have our engineering team review the issue as well.

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Jim Babb

User  
0 rated :

George,

I created a bare bones, html version of our livesteam page. The original page is a Wordpress page, so over 90% of the code was eliminated.

Testing shows the test page working correctly with my Android phone and Edge on my home computer.

This would indicate that our problems arose from some sort of conflict between the jwplayer and the Wordpress code.

I will pursue a solution on the Wordpress side of the equation.

Thanks for your attention with this problem.

Up Down

George

JW Player Support Agent  
0 rated :

Anytime Jim,

Please let me know if you have any other questions or concerns.

This question has received the maximum number of answers.