Troubleshooting
Videos don’t start playing
The most common cause of this problem is a MIME types (a.k.a Content-types) misconfiguration in your web server. While most web servers are already configured to serve .mp4 files with the proper MIME type, they are often not configured to properly serve .ogv and .webm files.
Here is how MIME types should be configured in your web server:
| File extension | MIME type |
|---|---|
| mp4, m4v | video/mp4 |
| ogv | video/ogg |
| webm | video/webm |
Check your MIME types
You can use our Video Code Generator to check if your video assets are served with the correct MIME type. If the generator reports MIME Type errors (see an example), the following sections will help you correct this issue.
Configure MIME types for videos served by Apache
You can use an AddType directive in your site-wide httpd.conf or in an .htaccess file in the directory where you store your video files.
AddType video/mp4 .mp4 .m4v AddType video/webm .webm AddType video/ogg .ogv
Please read this article for more information.
Configure MIME types for videos served by Amazon S3
If your are using Amazon S3 to host Ogg and WebM videos, you might want to check that the proper MIME types are set when uploading the video files.
For MP4 videos this shouldn’t be necessary (as the proper MIME type is already set by default).
Please read this thread in our Community forum for more information.
Videos don’t play on the iPhone or other mobile devices
Be sure your MP4/H.264 video file doesn’t exceed the maximum resolution/bitrate supported by your mobile device, otherwise you need to specify an additional <source> element as explained in how to write proper <video> elements section.
Videos don’t play until they are fully preloaded
It is probably an encoding issue with your MP4 videos. Try to re-encode them using the free application Handbrake, and be sure to check the “Web optimized” option which will allows the video to start playing (in Flash mode) even if it is not fully preloaded. Read more about H.264 video encoding.
Videos only show the poster frame and no play button in Internet Explorer 9
Since SublimeVideo is designed with HTML5 video in mind, just use <!DOCTYPE html> before anything else at the top of your document. Do not place a comment line before the DOCTYPE declaration, or it will trigger IE to run in Quirks Mode.
Here is a valid example:
<!DOCTYPE html> <html> <head> <title>My website</title> <script src="http://cdn.sublimevideo.net/js/YOURTOKEN.js" type="text/javascript"></script> </head> <body> <!-- Content of your website --> </body> </html>
I’m seeing the message “SublimeVideo Player is not properly registered for this site”, why?
The alert is displayed if you have multiple sites registered on MySublimeVideo and are using another site’s SublimeVideo Player embed code in the site receiving the error message. Please check that the embed code you are using on your site is the same as the one displayed when you click the ‘Embed Code’ button for that site on MySublimeVideo.
This alert is also displayed if:
- You are using the player on a development domain that is not specified in the Development domains field.
- You are using the player on a production site, but you didn’t provide any Main, Staging or alias domain.
- You are using the player on a subdomain of your Main, Staging or alias domain, but you didn’t enable the Wildcard option.