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Infinite Loading on Android Tablet + Phone

As the subject line says, I'm having issues getting any of our videos to play on Android devices as of late (not sure exactly when it started). On our site (wabi.tv) we run the Ads JWPlayer without any problems on iOS/Desktop. Android was also working perfectly for the better part of the past year.

However, lately if you go to play a video on our site from an Android phone or tablet (trying it on my Xperia Z tablet in front of me) - you're met with an infinite loading circle in the center of the player. I've tried this on multiple devices, multiple connections, and multiple sites (the video on the homepage of jwplayer.com ALSO does this - the infinite spinning ball).

All that said, this seems to be a larger problem than some misconfiguration on my end. Is this a known issue/is there a fix on the way? Is there anything I can do to get our videos working on Android again? Thanks.

16 Community Answers

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nblanchette

User  
0 rated :

Also - if this helps - we're running the latest Wordpress plugin for JW Player (as wabi.tv is a Wordpress based site).

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Ethan Feldman

JW Player Support Agent  
0 rated :

Please provide a link.

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nblanchette

User  
0 rated :

Here's the latest example: http://wabi.tv/2014/07/17/new-5m-aerospace-facility-opens-bangor/

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Ethan Feldman

JW Player Support Agent  
0 rated :

What version of the Android OS and browser are you using?

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nblanchette

User  
0 rated :

The tablet I have in front of me...

Android 4.3
Chrome 35.0.1916.141

People in the newsroom are having the same issue - and they are all running different Android phones.

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Ethan Feldman

JW Player Support Agent  
0 rated :

My colleague just checked on his Nexus5, Chrome 35, 4.4.4, and both the ad, and the content, play fine.

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nblanchette

User  
0 rated :

I just tried it on a Galaxy S4 and it worked fine, not sure of the Android or Chrome version. Maybe it's an issue with compatibility with Android 4.3?

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Ethan Feldman

JW Player Support Agent  
0 rated :

We have other Android 4.3 devices here.

Does it just not play the ad for you?

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nblanchette

User  
0 rated :

I see the video player/cover image/the play button in the center. I touch the play button and I get the loading icon. It then hangs there and doesn't ever stop loading - so no commercial/video get viewed.

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Ethan Feldman

JW Player Support Agent  
0 rated :

That is bizarre. Maybe it has to do with that specific device?

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nblanchette

User  
0 rated :

I just tried on an older Android phone. On that particular device, it played the commercial but not the main video. I'll see if I can reproduce it on anymore devices, but so far I'm not sure what could be breaking it.

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Ethan Feldman

JW Player Support Agent  
0 rated :

Okay.

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nblanchette

User  
0 rated :

And for further reference - the Android tablet I'm using is a 32GB Xperia Z.

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Ethan Feldman

JW Player Support Agent  
0 rated :

Ok, thanks.

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nblanchette

User  
0 rated :

I've gotten more reports that the DFP pre-roll is playing but not the following video. I don't have device specs for the reports, we're getting them in the general mailbox for our web inquiries.

We haven't had any issues with mobile compatibility until a month or two ago, and no major changes have been rolled out - especially none that would affect Android but not iOS on our site.

Are any other people reporting similar issues? Is there a fix?

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Ethan Feldman

JW Player Support Agent  
0 rated :

This is the first report of this nature.

How are you encoding your main videos?

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