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Video section repopulates with random files

This topic has 6 replies, 2 voices, and was last updated 6 days, 14 hours ago ago by Luca Rossi

Safe Desires

Participant

April 13, 2025 at 05:41

https://safedesires.com/product/lace-floral-print-plunge-teddy/
Please take a look at the screen recording. Random images and videos show in the XStore Product Video section and I cannot delete them. This issue is happening with almost all products that are supposed to have a video included. I tried disabling most of my plugins and it made no difference.

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#440556 Copied Theme version: 9.4.10

5 Answers

Luca Rossi

Support staff

April 14, 2025 at 08:12

Hi @Safe Desires,

Is this issue happening to your all products? We couldn’t reproduce this issue on our end.

We recommend that you disable all third-party plugins that are not included with XStore (https://www.8theme.com/documentation/xstore/plugins/included-plugins/). After doing so, please clear your browser’s cache and check again. It is possible that one of these additional plugins is causing the issue.

Let us know the results.

Best Regards,
8Theme’s Team

#440584 Copied

Safe Desires

Participant

April 15, 2025 at 23:17

Did you see my entire message and watched the screen recording? I deactivated the plugins.

I provided a list of products that are having the video issues. I am including a new screen recording that shows that no uploaded video can be displayed correctly. It seems that the theme is forcing the URL to be all caps, which most browsers won’t recognize to be the same as the lower case URL.

I have added another screen recording in the originally shared Google Drive folder.

#440780 Copied

Luca Rossi

Support staff

April 16, 2025 at 07:59

Dear @Safe Desires,

We hope this message finds you well.

We would like to inform you that we have cleared the cache of the WP Rocket plugin and subsequently reviewed all the products you mentioned. The video URLs now appear to be functioning correctly.

Kindly refer to the screenshots provided in the private content area for your reference. If you continue to experience this issue with any other products, please do not hesitate to let us know.

Thank you for your cooperation.

Best regards,
The 8Theme Team

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Safe Desires

Participant

April 16, 2025 at 20:17

Please look at the attached screen recording. What am I doing wrong?

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Luca Rossi

Support staff

April 17, 2025 at 13:15

Dear @Safe Desires,

We hope this message finds you well.

Could you please let us know which browser and operating system you are currently using? We have tested the functionality on Google Chrome, and everything appears to be working correctly on our end. For your reference, please find the screen recording at the following link:

https://www.awesomescreenshot.com/video/38864457?key=f96079801535ceb5aeb4f7a512650777

We look forward to your response so we can assist you further.

Best regards,
The 8Theme Team

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