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Occasional Visitor
Posts: 3
Registered: ‎02-06-2019

Ooyala Video Will Not Display At Home - But Will On Same MacBook Using Different Router

I'm working on a website that has a lot of Ooyala videos posted to it. I cannot see the thumbnails for the videos and when I click the link of them, it tells me 'this video isn't encoded for your device'. I'm using a MacBook Pro, running El Capitan with Safari and Chrome both up to date, I've cleared my cache til the cows come home, nothing works.

I post the videos and I check using my smartphone. Which is connected to the same wifi, and it displays fine on there. It doesn't display on my iMac, but it weirdly displays fine using my wife's MacBook Pro.

When I go to the office, on a different wifi/router it displays fine on my MacBook. I've also tried using my iPhone as a hotspot and it displays fine then. It's driving me up the wall. There's no logic to why it doesn't work. I even deleted and reinstalled the browsers and even tried in FireFox. I'm at a total loss. If my wifes computer also didn't display then I'd be certain it was something to do with the settings on the router, but as it works fine for her, I'm just confused. Completely.

Ooyalan
Posts: 30
Registered: ‎07-30-2017

Re: Ooyala Video Will Not Display At Home - But Will On Same MacBook Using Different Router

Hi Charles,

 

Thank you for bringing this to our attention. I'm Carrie Sobers from the Technical Support Team, and you can call me Carrie. After carefully reviewed your problem statement, It is obvious to make anyone in a confusion state. Seriously, I see it is very weird to hear this issue. However, I'm here to assist you in such technical scenarios. 

 

I would like to clarify a few points before I start the diagnostics;

 

1. Could you please share me the website that you are referring? (With step by step instructions)

2. Please do share your wife's/your Mac Book configuration and Browser versions?

3. Logs if possible?

 

Regards

Ooyala Support Team

Ooyalan
Posts: 30
Registered: ‎07-30-2017

Re: Ooyala Video Will Not Display At Home - But Will On Same MacBook Using Different Router

Hi Charles,

 

How are you doing today? Did you get time to read my last comment on this post? Please help clarify the below;

 

1. Could you please share me the website that you are referring? (With step by step instructions)

2. Please do share your wife's/your Mac Book configuration and Browser versions?

3. Logs if possible?

 

Regards

Ooyala Support Team