Users are experiencing issues with YouTube embedded videos failing to load properly on mobile devices, specifically on product pages. The videos work fine on desktop but on mobile (primarily tested on iPhones), pressing play results in a white/blank screen that may eventually load after a minute or more, or not at all.
Affected configurations:
Troubleshooting attempted:
Potential solution:
One user reported success by modifying the video code to include "autoplay": true parameter, which resolved mobile playback issues.
The discussion remains open with multiple users seeking official support, expressing frustration that this appears to be a widespread issue without clear resolution from Shopify staff.
Hi, I’m stuck with an issue here and would appreciate any support.
I am having issues with a youtube embedded video playing on mobile phones. The video is using
I will press play on the video and it will take over a minute for the youtube interface to load the video up.
The Page in Question: https://aetherprotein.com.au/products/whey-protein-isolate-1kg-aether-protein
On desktop there is no issue only on mobiles. Appreciate any support.
Here are some videos of what it looks like before and after I press the play button on iphone. You can just see it stays white. Then sometimes after a minute or so, the youtube interface will load through and play, sometimes not at all.
Hey there @brandonnn4
Thank you for the link to the store and the screenshots of what you are seeing. On my end I was not able to replicate this, both when testing on a Macbook using chrome and the inspect tool and also on an Android phone using chrome. Both methods the embedded video loaded within just a few seconds with no issues.
I’d love to better understand what devices/browser/internet connection you might be using to see if we can narrow down the cause of this loading issue.
Can you share some details about the devices and browsers you have tested this on?
Does the issue replicate if using a private/incognito tab?
What about the same device, but different internet connection (mobile data)?
If you are using a VPN, please disable the VPN and test as well.
For the video embed, are you using a built in section from your theme to load the video or a custom HTML section using an embed code from youtube directly?
If using a built in theme section for this, try using a custom liquid code section and grab the embed code from the youtube video directly and see if the issue persists.
Let me know the results!
HI Shay,
Thanks for taking the time to respond.
Personally I have tried multiple browsers on my phone using multiple different connection. Wifi, Mobile Data etc.
I’ve tested on multiple peoples phones and we are all having the same error.
So far
With the custom liquid code, is there somewhere I can find the code required to play the video?
Thanks,
I’m using the Video block in the Dawn theme and having a similar issue - the Youtube video plays fine on desktop, but when viewing on mobile devices the Youtube video will not load. After pressing play a blank area appears. I’ve tested on different mobile devices and the Youtube videos still won’t load. Has anyone come across a solution or is the only option to add a Custom Liquid with Youtube iframe code?
I’m having the exact same issue. I seriously can’t understand why staff is not helping, it seems like this is a popular issue. LMK if u get a reply.
Hi,
I had the same issue before. What I did was to find the video code and add the following. My video is playing normally on mobile.
“autoplay”: true,
Hope it works for you too!
