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Win 7 / Chrome video load issue

Hello,

We are experiencing a consistent issue on SOME of our Windows boxes where the video player gives a "Error loading media: File could not be played" when pressing play. This is only for Windows 7 and Chrome. Windows 7 and Firefox or IE11 plays fine for us. We are using the new JWPlayer 6.8.

Our main ask is could this be a Win7 configuration issue, or due to 32-bit vs 64-bit windows boxes?

We saw the issue on the example link on the JWPlayer site here: http://www.longtailvideo.com/support/jw-player/29247/basic-inline-playlist

Any help on this is appreciated as we've gotten some customer compaints about this ... thanks!

Danni

9 Community Answers

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Ethan Feldman

JW Player Support Agent  
0 rated :

I use Win7 64 Bit and this link does not have any issues for me in Chrome.

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JW Player

User  
0 rated :

Hey Ethan,

So we dug into this a bit more and it looks like it's a hardware acceleration issue. When we turn off hardware acceleration, video plays fine. When it is on, it gives the error mentioned.

Looking back at past posts, it seems they may have been brought up before. Do you know why under the same chrome browser in windows 7 that JWPlayer 5 would work with h.a. turned on, bu twith JWPlayer 6, it would not? Just wondering if JWPlayer 6 might be trying to take advantage of some of the h.a. features.

Any thoughts on this? Thanks,

Danni

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Ethan Feldman

JW Player Support Agent  
0 rated :

When you run this page, is it running in Flash or html5 mode? Right click the player to check. I am running in html5 mode, so hardware acceleration should not be a factor in non flash environments.

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JW Player

User  
0 rated :

Hey Ethan,

Sorry, answered my own question. I remembered that JWPlayer 5 uses Flash first, and Flash works fine for JWPlayer 6. It would just be a shame to go flash as primary since it's only affecting some of our Win 7 / Chrome 33 users. But otherwise, I need to give them instructions on how to disable hardware acceleration on their Chrome browser (which may cause other issues).

Anyways, do you have any recommendations for trying to solve this problem? Thanks,

Danni

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JW Player

User  
0 rated :

Oh, just saw your previous post asking about whether using Flash or html5 ... checking now.

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JW Player

User  
0 rated :

Hey Ethan,

Yeah, it is using HTML5, which I agree, is strange. Nevertheless, when I turn off hardware acceleration, the video works. When it's turned on (which it is by default), video has error above.

Any ideas on why this would affect HTML5 video?

Danni

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Ethan Feldman

JW Player Support Agent  
0 rated :

Where are you disabling hardware acceleration? I thought that was a setting for Flash only?

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JW Player

User  
0 rated :

Hey Ethan,

Thanks for reply. We disabled within the chrome://settings themselves, so just for the chrome browser.

I'm in agreement that I thought it was for flash only as well, but if you look at chrome://gpu then maybe some of those settings aren't just flash specific.

Any help appreciated. Thanks,

Danni

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Ethan Feldman

JW Player Support Agent  
0 rated :

It might be pc / graphics card specific. My machine has an ATI Radeon on it (laptop) and I don’t need to go into chrome://settings and change anything. However, for users having the issue, setting flash as primary would help.

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