Video is not playing in product page

[laviere]

https://laviere.in/products/marine-melt

in this product page when video thumbnail is active the video is not playing instead of this it is showing blank white space. Can anybody help me with this issue

[laviere]

May i know how

[AdVision_eComm]

Hey @laviere ,

This is Alvina from AdVision.

It looks like the issue with the video thumbnail not playing and displaying a blank white space could be related to a few possible causes. Below are some quick checks and potential fixes you can try:

• Check video format: Ensure that the video format is supported by Shopify (e.g., MP4).
• Theme code: Look into your theme’s code and make sure the video is being embedded correctly. Sometimes the code handling the video might be missing or broken.
• App conflict: Any third-party apps affecting product media might be causing a conflict. Try disabling them temporarily to test.
• Browser cache: Clear your browser cache or try in an incognito window to see if it resolves the issue.
• Video source: If the video is hosted externally (e.g., YouTube or Vimeo), check that the embed link is correct.

Let me know if any of these work for you!

[tim]

Somehow, theme outputs nothing for your video.

It's hard to tell why without seeing the theme code...

I'd speak to theme support first.