Shopify Hosted Video is not working

Shopify Discussion

Topic summary

Issue: A hero section set to use a Shopify-hosted video is not fetching/playing the selected file; instead it shows an unexpected/thumbnail video. When switched to YouTube and the URL is replaced, the hero plays the YouTube video.

Findings: A reviewer inspected the site and found only one Shopify-hosted MP4 is being played from the theme, suggesting the theme hard-codes a single video source rather than pulling the video selected in the section settings. The markup shows a custom video component with an MP4 src and an empty data-video-id, implying the selection may not be wired to the template.

Suggestions provided:

  • Verify the video URL points to the actual MP4 and remove any extraneous parameters.
  • Use Shopify’s native video block/embedding correctly; check theme settings.
  • Update the theme/apps; ensure the hero section binds to the chosen media.
  • As a workaround, use YouTube embed code.
  • Option to contact support/dev for backend checks.

Status: No confirmed fix yet; issue appears theme/configuration-related. Images were shared but are not essential to the diagnosis.

Summarized with AI on December 25. AI used: gpt-5.
1

Hi i have added shopify hosted video in home page section. But it is not fetching the video. Instead of playing the selected video it is playing the thumbnail video. The page i need help with is https://new.wastewear.com/

2

Hello @WasteWear
I have checked your website and this is the shopify hosted video (https://cdn.shopify.com/videos/c/o/v/fbb140fd46e3429eba459e1549dbbe38.mp4) which is being played in your theme. there is no other video in your website.

Thanks

3

Hi,

I hope your video is following Shopify guidelines

You can try the thing -

Verify the video URL to ensure it points to the actual video file.
Use correct HTML or Shopify’s video block for embedding.
If any extra parameters are there in the video URL that might indicate it’s a thumbnail, Remove it.
Check theme settings and update theme/plugins if required.

Example for Shopify Video Embed

{% assign video_url = 'https://cdn.shopify.com/s/files/1/0000/0000/0000/files/video.mp4' %}
4

i have added hero video section but it is not working.

WasteWear_1-1720085758274.png
WasteWear_1-1720085758274.png1920×1080 407 KB

kindly have a look I have added a video and selected shopify video but it is not fetching the video. Previously video was working. But it is showing youtube video once i select youtube video and replace the url with youtube video

5

WasteWear_1-1720085758274.png
WasteWear_1-1720085758274.png1920×1080 407 KB

kindly have a look I have added a Hero video section and selected shopify video but it is not fetching the video but it is showing youtube video once i select and replace the url with youtube video

6

ok do one thing you can use embedded code from youtube . Just add your video to youtube and use the embedded code

Or

You can contact us (details given at signature) if you want, so we can check the backend