Troubleshooting

Encountering an issue? Here are some common problems and their solutions.

Videos are not showing up

If you’ve added a video to a product but it’s not appearing on the frontend, here are a few things to check:

1. Clear your cache: If you’re using a caching plugin, clear your site’s cache and your browser cache.
2. Check for theme conflicts: Your theme may be overriding the default WooCommerce templates. Try switching to a default WordPress theme (like Twenty Twenty-Four) to see if the issue persists. If it does, you may need to customize your theme to support the plugin.
3. Check for plugin conflicts: Another plugin could be interfering with the video display. Try deactivating other plugins one by one to see if you can find the culprit.

Videos are not autoplaying

If you’ve enabled autoplay but your videos aren’t playing automatically, remember that most modern browsers have strict autoplay policies. Videos will only autoplay if they are muted. Our plugin automatically mutes autoplaying videos to comply with these policies.

If your videos are still not autoplaying, check the following:

• Is autoplay enabled in the plugin settings? Go to WooCommerce > Settings > Products > Product Videos and ensure that the autoplay settings are enabled.
• Are you on a mobile device? Some mobile devices have data-saving features that may prevent videos from autoplaying.

Can’t Upload a Video?

If you try to upload a video and receive an error message like “The uploaded file exceeds the upload_max_filesize directive in php.ini,” it means your web host has a limit on the size of files you can upload.

This is a common WordPress issue and is not caused by our plugin. To fix it, you will need to contact your web hosting provider and ask them to increase your upload_max_filesize limit. A value of 64M or 128M is usually sufficient for most video files.

I’m seeing a “No video with supported format and MIME type found” error

This error means that the browser can’t play the video format you’re using. We recommend using MP4, WebM, and OGG formats for the best compatibility.

If you’re still having trouble, you can use a tool like HandBrake to convert your video to a more widely supported format.

Still need help?

If you’ve tried these steps and you’re still having trouble, please contact our support team. We’ll be happy to help you get things sorted out.