Core Issue:
Embedded videos fail to load properly in Safari (both mobile and desktop) on a Shopify store using the Impact theme. The video displays as a pixelated image for 10-20 seconds before playing correctly, or fails to load entirely.
Reproduction Pattern:
Most commonly occurs when typing partial URL in Safariās address bar and using autofill
Also happens when typing the full URL
Problem replicates across multiple Apple devices (MacBook, iPhones)
Does not occur in Google Chrome
Troubleshooting Attempts:
Theme developers identified the issue but suggested it might be app-related
Problem persists even with apps disabled
Other websites with similar video implementations work correctly in Safari
Related Experiences:
Multiple users report similar issues with Shopify themes (Motion theme mentioned)
One user resolved their issue by hosting videos on YouTube with private links instead of Shopifyās direct hosting
YouTube hosting works but causes some performance degradation
Status: Unresolved for Shopify-hosted videos. Workaround available via external video hosting (YouTube).
Summarized with AI on November 12.
AI used: claude-sonnet-4-5-20250929.
Hi guys, I have an issue where the video in my homepage will often not play on entering the website when using Safari - both mobile and desktop. It seems to happen most commonly if I type the address into the address bar, let the website load, and then type the first few characters of the address, allowing Safari to autofill the remainder of the address. When doing this, the website is almost guaranteed to fail to load the video immediately, and instead displays a very pixelated image from the video for around 10-20 seconds, before the video actually plays correctly. I wonder if it might be cookie related, or something to do with a redirect. This behaviour does not happen with Google Chrome.
If itās a shopify made theme report it to shopify support and be VERY specific with the reproduction steps someone needs to follow even going as far as providing supplementary video.
If they canāt reproduce in specific browser, it may still come down to specific browser version, hardware version, operating system version, etc.
But still leans towards indicating a problem with your systems not the theme.
That 99.9% sounds like a browser issue, operating issue, or hardware issue, and not a website issue.
Should be replicable on other sites, if you got a theme meant for video find that themes demo stores and test.
Clear browser caches, run hard disks scans, run software updates, update graphics driver, etc. Retest.
If a developer you could confirm it by setting up a reduced test case of however the theme loads video with more simple html to try and reproduce the issue.
Do you mean the website is loading, you start typing AND press enter for autofill causing a navigation.
In that case there is no problem just user behavior.
Otherwise .01% still not a website issue unless safari has some little unknown api letting sites read the users address bar which is unlikely because that is privacy creepiness.
Hi Paul, thanks for your reply! The problem is repeatable across 3 different devices running Safari - a Macbook, and two iPhones. Unfortunately I need to fix it on my end so that users can access the website correctly. Iāve tried other websites displaying videos in the same manner and Safari displays these websites correctly.
It doesnāt seem to matter if Iām on a different website before typing the first few characters into the address bar - if I allow autofill (it seems to be ātop hitsā) to add the rest of the address, then the video fails to load correctly. It also seems to load incorrectly when typing the full www.outpostworkshop.co.uk more commonly than typing outpostworkshop.co.uk
Does anyone have any ideas? Theme devs have identified the issue but said it was likely to be an app issue, however even with apps disabled the problem persists. Iād like to have the video rather than a static image.
Happy you found a solution (if even a simple one)! I still have the issue with files hosted/uploaded to Shopify directly, yet linking to YouTube works. The performance suffers a bit but at least itās a workaround until I find an actual fix.
