Player Not Displaying In Production

jay — Jun 13, 2014 01:16AM EDT

JW Player displays correctly in dev, but does not display when moved to our server live. What causes the behavior as seen in this screenshot http://imgur.com/It1nG6a

Thanks
Jay

13 Community Answers

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MisterNeutron

User

Jun 13, 2014 07:40AM EDT 0 rated :

No one can debug a screenshot. It's like sending a photo of your car to your auto mechanic, and asking him why it won't start.

Please give us a link to your page.

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jay

User

Jun 13, 2014 12:07PM EDT 0 rated :

Yeah, well that's the problem. The site isn't accessible to you.

Ethan is usually really good about things like this so was hoping he'd know immediately have an idea since I've seen this behavior on other sites.

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jay

User

Jun 13, 2014 02:03PM EDT 0 rated :

Ok, I was able to reproduce the issue on a different site, you can see what I'm seeing http://morphicdream.com/jwPlayerTest.php

Thanks
Jay

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jay

User

Jun 13, 2014 02:05PM EDT 0 rated :

If the page isn't at 100%, the skin goes away. So if you set your screen to 90%, the skin has issues.

I'm guessing there is a setting for this, but perhaps I'm missing something.

Jay

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MisterNeutron

User

Jun 13, 2014 03:12PM EDT 0 rated :

That page works correctly for me, in all browsers. There is no skin being invoked at all - it's using the default JW Player controls.

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jay

User

Jun 13, 2014 04:08PM EDT 0 rated :

Thanks MrNeutron

Now that I'm looking at it, it seems that this might be a Chrome thing. If I reduce screen size in Chrome, it renders incorrectly, all other browsers look fine.

Do you think setting a different skin would fix this?

Thanks
Jay

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MisterNeutron

User

Jun 13, 2014 04:35PM EDT 0 rated :

Sorry, but I really have no idea what you're referring to. The controls look absolutely identical in all browsers - Chrome, Firefox, IE - no matter how large the screen is.

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jay

User

Jun 13, 2014 04:55PM EDT 0 rated :

Strange.

I can see the behavior on both a PC and a Mac in Chrome. The screenshot I posted originally shows what I'm seeing http://imgur.com/It1nG6a

I've tried on several machines and the same issue persists.

Will dig further.

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MisterNeutron

User

Jun 13, 2014 05:42PM EDT 0 rated :

The screenshot you're posting is showing some sort of custom skin. But the link you're giving us isn't using a custom skin - it's just displaying the default JW Player controls.

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Andrew

JW Player Support Agent

Jun 13, 2014 07:01PM EDT 0 rated :

Hmm I am unable to get this issue to happen on my side of things. If you right click the player, is this happening in HTML5 or Flash? Also, are you seeing specific player elements not loading correctly? As Mr. Neutron said, if we can’t get this replicated, troubleshooting will be a bit tricky.

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jay

User

Jun 16, 2014 01:55PM EDT 0 rated :

Hi Andrew,

It is happening only in Chrome, when the screen size is at 90% or less. To repro, I hit "CTRL-(minus sign)" on a PC or "Command - (minus sign)" on a Mac. Screen resolution is 1280x800.

I see it with the Flash player and all other elements are loading fine. I only see the issue if the browser zoop is less than 100%.

Thanks
Jay

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Andrew

JW Player Support Agent

Jun 17, 2014 06:11PM EDT 0 rated :

Hi Jay,

Thanks for this. I’ve passed this over to our player team to take a look.

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MisterNeutron

User

Jun 18, 2014 09:53PM EDT 0 rated :

Browser zooming is a minefield. Most users aren't even aware that the capability exists, and if they do use it, it's to enlarge the display, not shrink it. Pretty low on the "list of things to worry about" list.

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