I am having the same issue. Video playback had been working since last fall, now it just shows the generic background. When I go into the editor I can see the image for video in the sidebar.
I have the video turned off on our website.
Any ideas would be greatly appreciated.
Palo Alto Theme
@jjmiller can't help if the video is turned off. Can you create a copy of the currently live theme, enable the video and share a preview URL for the unpublished theme?
Doesn't look like a preview URL. When opening the preview, in the bar at the bottom choose Share Preview and then Copy Link .
Got a reply back from support fixed my video issue