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Videos not playing in video press and uploading in wrong size

This topic has 3 replies, 2 voices, and was last updated 9 hours, 13 minutes ago ago by Kingsley

Kingsley

Participant

April 5, 2025 at 23:43

Hi,

I recently switched hosting to WordPress and now all of my product videos are uploading through Jetpack VideoPress by default. The issue is that now the video is not uploading in it’s actual size, is broken on the front end, yet plays in the backend. Product link:

https://maisonkingsleycouture.com/collections/men/mens-shoes/mens-dress-shoes/mens-loafers/products/lp1-custom-casual-loafer-in-sand-suede/

You will notice that this product video does not play on the front facing site. All of the videos that I uploaded before I switched hosting such as this link work fine:

https://maisonkingsleycouture.com/collections/men/mens-apparel/mens-jackets/products/mens-black-python-biker-jacket-with-detachable-hood-2/

I informed WordPress of this and they said that I should contact you regarding this. Tried to deactivate VideoPress but it doesn’t deactivate.

He then offered the following solution:

”

If you upload videos using the Media Library List View at the link below, VideoPress won’t process them.

https://filmworkshops.net/wp-admin/upload.php?mode=list

”

But for the sake of efficiency during product creation, I would like to be able to use your “Add product gallery video” button on the add product page. Also, the other issue is that you will notice the thumbnails do not allow scroll on mobile the way it does on desktop. WordPress support also told me to give you this:

”

If your plugin or theme developer has any questions about how their products work on our Business or Commerce plans, you can get them to fill out the below form to get in touch with us:

https://wordpress.com/support/developers/

”

Thanks in advance for your help

Regards,

Kingsley

Please, contact administrator
for this information.

#439923 Copied Theme version: 9.4.9

2 Answers

Jack Richardson

Support staff

April 7, 2025 at 07:26

Dear @Kingsley,

I hope this message finds you well.

Could you please try deactivating the “Jetpack VideoPress” plugin and check whether the videos are displayed correctly afterward? It appears that this plugin may be modifying the video post meta and setting the video source to the file URL instead. You can verify this using the web inspector, as shown in the following screenshot: https://prnt.sc/dJu5Ajhoi7Jk.
Additionaly we see that customers posted issues about that plugin (https://prnt.sc/U0LSrICLUCRg) so you can think about the benefits of using it.

We kindly ask you to confirm whether the issue persists after deactivating the mentioned plugin.

Additionally, in order to investigate the matter further, we would appreciate it if you could provide us with FTP access to your site. The following details are required:

– FTP Host
– FTP Username
– FTP Password
– FTP Port
– FTP Encryption Type

If you are unsure how to obtain these credentials, we recommend contacting your hosting provider for assistance in creating them.

Thank you for your cooperation. We look forward to your response.

Best regards,
Jack Richardson
The 8Theme Team

#439984 Copied

Kingsley

Participant

April 20, 2025 at 03:06

Hi Jack,

I deactivated it and then re-uploaded the videos and that seems to have solved the issue. Thank you for your support. Do you think you guys could move the video to the front of the thumbnails instead of at the end where it’s kind of hidden on mobile?

Regards,

Kingsley

#441213 Copied
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