Video recently stopped working on mobile devices - ????

3 0 1

My video has been working for some weeks. 


Recently I checked my store and it's stopped loading. Just the grey placeholder.


It's only 9.5mb. I've re-encoded it, and re-uploaded. Same result. Broken.


Also I notice that my shopify speed score increased by 5 points on the 15th of Sept from 65 to 70. I haven't changed anything. It's likely been broken for all this time. How disapointing.


Any fixes shopify staff?


I note that when I went to post this I got an error screen - yellow with red text - another symptom of a broken and buggy platform. Yikes.



Replies 2 (2)
Shopify Partner
314 9 22



Here are some troubleshooting steps to help you identify and resolve the problem:


Check Video Format and Compatibility
Mobile Browser Compatibility
Clear Browser Cache
Video Hosting
Responsive Design
Update Embed Codes
Contact Shopify Support
Consider Alternative Video Hosting

Click here to Contact and Get Shopify Store Help
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We are Shopify Store Small Tasks and Customization Experts
3 0 1

Thanks for the response. Appreciated.


To your suggestions:

Check Video Format and Compatibility - Done. Working fine now not.
Mobile Browser Compatibility - Done. Working fine now not.
Clear Browser Cache - Done. Problem persists. Tried a VPN too to see if it was the shopify CDN. It isn't.
Video Hosting - Shopify is hosting and I'm paying. So Done.
Responsive Design. N/A
Update Embed Codes. N/A
Contact Shopify Support. Pending Shopify response here.
Consider Alternative Video Hosting. Surely last resort?