The videos uploaded on the product pages play on the computer and laptop. However, do not play on the mobile phones. Let us know how do we fix the error.
https://www.instagem.net/products/lab-created-emerald-oval-cabochon?variant=42396704211172
Topic summary
A store owner reports that product page videos play correctly on desktop/laptop but fail to load on mobile devices (Android and iPhone).
Key Details:
- Theme in use: Showtime version 6.2
- Issue affects video playback and media placement on mobile
- Desktop functionality works as expected
Recommended Solution:
The support representative suggests this is likely a theme-specific issue. The store owner should:
- Contact the theme developer (Mightylight themes) directly
- Submit a support request outlining the visual inconsistency
- Reference that the theme should support Shopify’s product media feature
Status: Unresolved - awaiting theme developer investigation.
Hi Instagem,
Do you know which theme you’re using - it’s possible this issue is related to the theme, and how it supports the product media feature.
Best,
it is Showtime version 6.2.
The placement of images and videos on a phone is off.
Let me know how do we fix it and have the videos played on phone.
Hi again! Your best bet here would be to reach out to the theme developer outlining this visual inconsistency and ask them for advice in fixing it. You can submit a request here: https://support.milehighthemes.com/hc/en-us/requests/new
Hope this helps!