I am at a different office today and again no videos.

I dumped the cache and restarted the browser. Still no videos.

Hi Bandit99,

When you say different office, do you mean different computer as well? Just checking before we continue to troubleshoot.

Also, when you are on the page with the white screen, what happens if you wait a minute?

For my work computer sometimes I have to wait a minute for the video to appear.

Different computer, different site/location, different internet provider. I have attached a scree shot of what I get.

I have dumped the cache and tried three browsers, IE, Firefox and Google Chrome.

Hi Bandit99

I apologise for that. It sounds like a problem we've not encountered before.

Could you do this for us quickly?


1. Navigate to our Brightcove Debugger located here:
admin.brightcove.com/viewer/BrightcoveDebugger.html
2. Change Level to 'Debug' and Type to Media'.
3. Open the page where the video is located in a new window or tab and play the video.
4. Allow it to run for 60 seconds and send the output to This email address is being protected from spambots. You need JavaScript enabled to view it.

Sorry, I'm confused here.

I have the Debugger open on a new tab. And the video course open on another tab. But there is no video to play. All I have is a white page/white window where there should be a video.

Do I do something else with the Debugger?

Yes, that's literally all you need to do.

Brightcove will realise if a video is playing in another tab.

You should get a debug message. Send us the message generated by debug.

Ed

I am not getting any type of message. I'll try a different browser and see if I get anything there.

Videos are now working in IE. I get nothing in Firefox, no videos no message on the Debugger. So I don't know what to tell you.

I can get other videos in Firefox and I know they used to work in Firefox.

Sorry I can't help you out more.

Hi bandit99

I just wrote this up: www.ostraining.com/blog/webdesign/brightcove-debugger/

Does that help at all?

Yep. That is what I did. In IE I did get a message on the Debugger. Do you want that? The video worked in fine IE.

My problem was in Firefox. I got no video (just a blank page) and nothing showed up in the Debugger. I would be happy to send you the information I got when I ran the Debugger in IE if that would help you.

Yes send that to This email address is being protected from spambots. You need JavaScript enabled to view it. - Thanks. This is a big help.

Cheers,
Ed

The information was sent via email.

I am using Firefox 12. Once I upgraded to Firefox 12 I have had a lot of problems with the browser crashing. So it might be a Firefox issue.

Thanks for the heads up on FF12. That helps.

Cheers,
Ed