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Product video on single page not working

This topic has 17 replies, 3 voices, and was last updated 2 years ago ago by Oshrat

Oshrat

Participant

November 11, 2022 at 13:53

Hey!

Recently I was uploading videos to my products and I noticed that when I viewed my single product page they don’t load.

Before (Like a week ago) they were playing just fine.
I even went and purchased the VideoPress.

I really need your help on the matter!

Hoping to hear from you!

Thank you very much in advance.

#338380 Copied Theme version: 8.3.6 WooCommerce version: 7.1.0

16 Answers

Rose Tyler

Support staff

November 11, 2022 at 14:41

Hello,

Please provide URL of product with the video and temporary wp-admin access, so we can take a closer look.

Regards

#338383 Copied

Oshrat

Participant

November 13, 2022 at 13:22

Hey!

The URL of the Product is – https://franklin-fashion.com/product/%d7%a9%d7%9e%d7%9c%d7%aa-%d7%9e%d7%99%d7%93%d7%99-%d7%90%d7%95%d7%91%d7%a8-%d7%a1%d7%99%d7%99%d7%96-%d7%9b%d7%a4%d7%aa%d7%95%d7%a8%d7%99%d7%9d-%d7%a8%d7%95%d7%9e%d7%90-4/

Thank you very much in advance!

Please contact administrator
for this information.

#338473 Copied

Tony Rodriguez

Support staff

November 14, 2022 at 05:20

Hello, @Oshrat,

Please try to disable all the third-party plugins (including cache plugins), that does not come bundled with XStore https://www.8theme.com/documentation/xstore/plugins/included-plugins/ , clear the cache of the browser, and check then. Maybe one of the additional plugins is the reason for the problem.

And if the issue will still persists then please remain all the third-party plugins deactivated on your site and provide me the login access to your site in the below-listed format in the private content area and allow permission to debug your site which includes deactivating all the third-party plugins and on-site Customization as well so that I will check and assist you accordingly.

WP Admin URL:
WP Admin Username:
WP Admin Password:

Note: Please take the complete backup of your site first.

Regards 8Themes Team.

#338489 Copied

Oshrat

Participant

November 23, 2022 at 12:54

Hey!

We have made a staging version for that matter and added
the credentials in the private content area.

Regards,

Please contact administrator
for this information.

#339364 Copied

Rose Tyler

Support staff

November 23, 2022 at 15:19

Hello,

Thanks for the reply.
Credentials are incorrect. Please check.
Did you try to disable 3rd party plugins?

Regards

#339377 Copied

Oshrat

Participant

November 23, 2022 at 15:49

Hey!

I am sorry it was my fault I did not save \ create the new password.

Can you try now?

Regards,

#339384 Copied

Tony Rodriguez

Support staff

November 24, 2022 at 06:04

Hello, @Oshrat,

I have checked your site and found no issue it is working just fine. I have recorded a video for you to see and confirm. Here is the video link: https://streamable.com/0h7zw0 Please watch the complete video after that check back to your site by clearing the browser cache.

Regards 8Themes Team.

#339431 Copied

Oshrat

Participant

November 24, 2022 at 10:40

Hey!

I see and I have checked it myself.
I even went and activated all the plugins and it works but…

There is one thing that does not make sense to me…
You see this is the Staging website, I went and copied as much as I could the settings of the Staging website to the live site but it still does not work for some reason…

Can you check the live site also for the problem?
Maybe I miss something?

Regards,

Please contact administrator
for this information.

#339472 Copied

Tony Rodriguez

Support staff

November 24, 2022 at 16:32

Hello, @Oshrat,

Please try to disable all the third-party plugins (including cache plugins), that do not come bundled with XStore https://www.8theme.com/documentation/xstore/plugins/included-plugins/ , clear the cache of the browser, and check then. Maybe one of the additional plugins is the reason for the problem.

And if the issue will still persist then please remain all the third-party plugins deactivated on your site and provide me login access to your site in the below-listed format in the private content area and allow permission to debug your site which includes deactivating all the third-party plugins and on-site Customization as well so that I will check and assist you accordingly.

WP Admin URL:
WP Admin Username:
WP Admin Password:

Note: Please take the complete backup of your site first.

Regards 8Themes Team.

#339541 Copied

Rose Tyler

Support staff

November 25, 2022 at 03:54

Hello,

As we can see there are products with the problem and without the problem.
On those that do not load, the video cannot be found by the link, it seems that they were deleted from the server, or were not transferred when moving.
Did you move the database?
Please provide FTP access.
If you do not know how to create FTP contact with your hosting provider, they will help you.

Regards

#339565 Copied

Oshrat

Participant

November 27, 2022 at 07:14

Hey!

Thank you for the fast replay and for investigating the matter
even further, I have attached the credentials.

Regards,

Please contact administrator
for this information.

#339802 Copied

Rose Tyler

Support staff

November 27, 2022 at 09:52

Hello,

FTP directory is empty – https://prnt.sc/UsXenETKa1Je
Check the destination folder of our user, or ask your hosting provider for help with this, we need access to your WP installation.

Regards

#339812 Copied

Oshrat

Participant

November 27, 2022 at 13:50

Hey!

We have updated the folder, can you check it now please?

Regards,

Please contact administrator
for this information.

#339823 Copied

Rose Tyler

Support staff

November 27, 2022 at 15:29

Hello,

Thanks for the reply.
Another specialist will get back to you after a detailed review. Please be patient and do not change access.

Regards

#339825 Copied

Rose Tyler

Support staff

November 28, 2022 at 09:51

Hello,

Fixed. Please clear the cache and check now.
The fix will be included in the next update also.

Regards

#339869 Copied

Oshrat

Participant

December 4, 2022 at 15:56

Thank you very much!

Yes, that fixed it!

#340447 Copied
Tagged: not working, page, product, single, themes, video, woocommerce, wordpress
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