Name is required.
Email address is required.
Invalid email address
Answer is required.
Exceeding max length of 5KB

The dreaded "Error loading media: File not found" message

We are getting this message from random customers across various web browsers.
http://cl.ly/image/0Q050o121q0W

We've only been seeing this crop up within the last 2 weeks. Here is a sample link from http://www.vtc.com/products/Google-Apps-for-Business-Tutorials.htm:

http://www.vtc.com/modules/products/moviePlay.php?sku=34473&foldername=googleapps4bus&id=121468&movieCode=0306&movieName=Redirect+Subdomains+to+Google+Apps

Customers say 1935 and bitgravity.com are not being blocked on their network.

20 Community Answers

Up Down

JW Player

User  
0 rated :

http://www.vtc.com/products/Google-Apps-for-Business-Tutorials.htm

Up Down

Ethan Feldman

JW Player Support Agent  
-1 rated :

I was able to play the file on – http://www.vtc.com/modules/products/moviePlay.php?sku=34473&foldername=googleapps4bus&id=121460&movieCode=0101&movieName=What+This+Course+Covers just fine.

Up Down

JW Player

User  
-2 rated :

Therein lies the problem. Not able to discern any pattern yet. Anything in particular we should look to check?

Up Down

Ethan Feldman

JW Player Support Agent  
0 rated :

Check the encoding. See if setting primary to flash helps.

Up Down

JW Player

User  
0 rated :

Primary is set to Flash.

As far as encoding, the existing files played weeks ago on the same desktops that now give the error message.

Up Down

Ethan Feldman

JW Player Support Agent  
0 rated :

It was playing for me in html5 mode on FF.

Up Down

JW Player

User  
0 rated :

I see the same now after updating to Firefox 24.0. Plot thickens...

Up Down

JW Player

User  
0 rated :

Fwiw, Firefox 24.0 for Mac still goes to Flash. Guess it's just the Windows version.

Up Down

JW Player

User  
0 rated :

FF on Mac will always go to Flash, because FF on Mac doesn't support HTML5 video (not yet, at least). Ditto for FF on WinXP.

Up Down

Ethan Feldman

JW Player Support Agent  
0 rated :

FF on Win7 is the only version that supports MP4 in HTML5 currently.

Up Down

JW Player

User  
0 rated :

Actually, FF on WinVista and Win8 also supports native HTML5. The only remaining dark spots are OSX and WinXP.

Up Down

JW Player

User  
0 rated :

1) That same link...

http://www.vtc.com/modules/products/moviePlay.php?sku=34473&foldername=googleapps4bus&id=121468&movieCode=0306&movieName=Redirect+Subdomains+to+Google+Apps

...on the same machine using the same version of Firefox is now rendering to Flash mode. Primary was set to Flash then but kept playing in HTML5. Only change was Flash was updated on the machine. Is it still rendering to Flash mode for anyone else?

2) Does this link render to Flash mode on your Firefox?

http://beta.vtc.com/modules/products/moviePlay.php?sku=34210&foldername=sketchuptorender&id=100829&movieCode=0101&movieName=Introduction

Primary set to html5 but it shows up in Flash mode for every browser I've tried (Chrome, IE 11, Firefox) except Safari. I am on Windows 8.1.

Up Down

JW Player

User  
0 rated :

Both of those links are coming up in Flash mode for me in FF24 on Win7. But that's hardly a surprise. The first link specifies the primary as Flash, so that's what you get. The second link is to an m3u8 stream, which is handled with HTML5 only in Safari and iOS, so specifying the primary as HTML5 won't make any difference in other browsers - they'll still require Flash.

Up Down

JW Player

User  
0 rated :

Yeah, the first was always set to Flash primary but it kept rendering to HTML5. Just interesting it suddenly went to Flash again (as it should) after updating Flash.

Up Down

JW Player

User  
0 rated :

Oh, and thanks for the info regarding the second link. Passed along to our developer.

Up Down

Ethan Feldman

JW Player Support Agent  
0 rated :

Both of these are playing in Flash mode for me in FF and they are playing fine.

Up Down

JW Player

User  
0 rated :

When use mp4 , there is alignment issue. please see the screen shot on mac - safari

http://beta.vtc.com/downloads/Screen%20Shot%202013-10-22%20at%204.58.08%20PM.png

Up Down

Ethan Feldman

JW Player Support Agent  
0 rated :

Maybe this is playing in Flash mode for you?

Up Down

JW Player

User  
0 rated :

No, primary mode is html5. please see the link and source code

http://www.vtc.com/modules/products/moviePlay.php?sku=34463&foldername=revit2013&id=&movieCode=0302&movieName=Create%20a%20Template%20-%20Step%20by%20Step

Up Down

Ethan Feldman

JW Player Support Agent  
0 rated :

Yes, and it plays fine…

This question has received the maximum number of answers.