Video in Product Media Not playing. Blank screen with only play button

Technical Q&A
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1

Subject: Product videos not playing on specific product - theme/product configuration issue

Issue: Videos uploaded into the product media for a specific product show a black screen with a play button on the live website, but clicking play does nothing. No error messages appear.

What I’ve already tested:

  1. Re-encoded the video multiple times using CapCut and CloudConvert with web-optimized settings (H.264 codec, AAC audio, baseline profile, 1080p, 30fps)

  2. File size is 42MB in MP4 format - well within limits

  3. Video shows as a proper thumbnail in product admin (not processing/broken)

  4. Tested in Chrome browser, incognito mode - same issue

  5. Critical finding: I have a working video (33MB) on the same product page but on the product media is working. When I uploaded that WORKING video to the product media, it also failed to play.

  • Theme: Horizon

What I need help with: Please investigate why this specific product won’t play this videos while while videos play further down my website. Likely causes could be:

  • Product-specific metafield conflicts (I use custom metafields)

  • Media gallery section settings

  • Corrupted product data

  • Theme code issue

1 Like
2

Hey @Nireacollective

Welcome to Shopify Community! Can you share your Store URL so I can have a look on it? Also, if you have password enabled then please share the password as well. Your cooperation would be greatly appreciated.

Best Regards,
Moeed