Video Troubleshooting Discussion

I am not seeing the video (at least I assume that is what the black box is). I have tried on 2 different computers. On one I have IE8 and IE9 on the other.

Note from Administrator BBouton

I appreciate all of your help and patience as we try to work together to solve a puzzling video display problem that is plaguing some of the Xara Xone visitors.

If you are having a problem watching the videos on Xaraxone.com please copy the following section into your post and fill in the blanks, so we can try to find a common trait amongst those having problems with the video.

Browser(s) and browser version used, for example Internet Explorer 9 or Firefox 15 ___________________________________

Operating system- XP or Vista or Windows 7 or Windows 8 : _________

Version of the Adobe Flash Player you are using: ________________________________

You can check what version you are using vs what is the most recent for your system here http://www.adobe.com/software/flash/about/

Have done a clean install as outlined below of the Adobe Flash plugin, Yes or No: _______________________________

This is a new problem, you have been able to see the videos in the past. Yes or No __________________________________

This is a problem with only this months video. Yes or No _______________

I can see videos on YouTube OK. Yes or No ____________

Can you play the YouTube video on this test page? http://www.longtailvideo.com/support/jw-player/jw-player-for-flash-v5/15994/playing-a-youtube-video

I can play it Yes or No or It has Problems, --______________________________

Clean Flash Install Steps

1. Go out and get a free copy of CCCleaner and install it if you don't already have it. The free version works just fine, you don't need the paid, pro version. I like to get it from FileHippo because they don't try an load you up with loathsome toolbars and other adware junk. http://www.filehippo.com/download_ccleaner
   
   1. http://www.talkgraphics.com/attachme...103650&thumb=1
   
   
2. From Control Panel's Add/Remove Programs or Programs and Features (Windows &) uninstall all the Flash Player entries you have. For example I currently have Adobe Flash Player 11 Active X and Adobe Flash Player 11 Plugin. This should remove the Flash Players that Internet Explorer, Firefox and some versions of Safari use. Chrome has Flash installed as part of the browser. OR
3. Open CCCleaner and from the Tools section go to the Uninstaller and use CCCleaner to uninstall the Flash Players on your system. I think that CCCleaner usually does does a better job uninstalling stuff.
4. Updating your browser the the latest version available now would be a good idea.
   
   1. The Newest version of Internet Explorer 8 ( highest you can go with Windows XP) can be downloaded from: http://windows.microsoft.com/en-US/i...downloads/ie-8
   2. The Newest version of Internet Explorer 9 can be downloaded from: http://windows.microsoft.com/en-US/i...wide-languages
   3. The Newest desktop version of Firefox can be downloaded from: http://www.mozilla.org/en-US/firefox/fx/#desktop
   4. Apple may be phasing out support for Safari for Windows, but the latest and possibly the last Windows version, 5.17 can be downloaded from here http://support.apple.com/kb/DL1531
   5. As always keep a sharp eye out for unnecessary toolbar or other software or settings that may be bundled with the download. Microsoft I'm looking at you.
   
   
5. After uninstalling Flash Players, Run CCCleaner and use it to delete Temporary Internet files in all your browsers and also run the Registry cleaner to clean up any stray bits. CCCleaner is very reliable and trusted. But even so when it asks if you want to"Do you want to backup changes to the registry?, be sure to answer YES.
   CCleaner.

All this uninstalling and cleaning gives you a sound foundation for doing a clean install. These basic instructions - uninstall, use CCCleaner and then reinstall work in may situations, not just when dealing with a suspect Flash installation.

Now .......

1. With each browser you have, Go to Adobe http://get.adobe.com/flashplayer/ and download and install the latest version of Flash. Watch out for an unnecessarily toolbar.http://www.talkgraphics.com/attachme...103651&thumb=1

I can see the video with Safari but not with IE.

Ooops, no I cannot. I see the intro screen for the video but as soon as I click on the arrow to play, it says Missing Plugin. Do I need to download something? If so, you probably should mention it on the page....

I can see the video fine using Google Chrome latest version, and IE9 The Xara Xone videos are embedded on the Xone via youtube so you could maybe see if you can watch it on the Xara Xone youtube channel http://www.youtube.com/user/XaraXone?feature=watch

Thanks for the tip Frances. Saw the video fine on the YouTube Channel. I cannot see any of the tutorial videos on the Xara Xone page. This was the first time I had pulled up that page and saw all of those black boxes and no way to click to watch them.

I see the video fine on FF15.

Yet another very professional video, Gary, hearty congratulations. Just a little too fast-paced for me, but otherwise entertaining and instructive as ever.

I do not understand why I am not able to see the videos on the Xara Xone site but I can see them just fine on the Xara Channel on YouTube. I assume they are posted in the same way and same coding on the page but that may not be true.

Anyway, I liked your tutorial Gary. I used the information from your video and then added some of my touches. Here are my balloons:

Attachment 92249

@Steve—

No, David's problem has nothing to do with JWPlayer.

He was able to see the videos, then he couldn't. If others can see the video, it's either David's system, or his browser.

@David—

Barbara believes (she's running different browsers in a VM right now to make 100% sure) that your Flash player somehow became corrupted. This is borne out because I got a private email today from a non-member of tg, stating the same problem, and it was Flash player combined with a really old version of Internet Explorer.

Here's where you can get a fresh copy of the Flash plug-in:

Adobe's Flash download site

@Everyone—if you haven't heard the news, stay off IE 7, 8, and 9 until an update is released, probably next week. A Zero Day exploitation makes the browser risky at best.

Also, I anticipate a question like: I thought Flash was bad and why are you using it for the tutorials!?

The answer is I'm not. Barbara and I are using MPEG-4 files, with about 1/4 the data rate of a commercial DVD for YouTube. The screen captures I think look crisp because I'm using HD 720 (1280 pixels wide by 720 pixels high) for the frames.

YouTube—the company—makes the decision about what the final file format is for playback when a visitor hits a video. YouTube queries what browser a visitor is using, and in the case of earlier versions of IE, which can't handles MPEG-4 on the web, it defaults to FLV files. I don't send them Flash files—YouTube does a conversion.

I'm sorry for the inconvenience, David. If you get the plug-in for your browser, I'd love to know if this solves everything.

My Best,

Gary

As a point of data, here on my droid 4, the vid doesn't work. Uh, the big G owns both YouTube and the OS (not to mention the patents from the phone maker, Motorola...).

I can view vids directly on YouTube's site, so perhaps a link in the tut thread to YouTube would be handy. Or maybe on XaraXone, or go whole hog and do both.

Take care, Mike

Quote:

---

Originally Posted by Gare

@Steve—

No, David's problem has nothing to do with JWPlayer.

He was able to see the videos, then he couldn't. If others can see the video, it's either David's system, or his browser.

@David—

Barbara believes (she's running different browsers in a VM right now to make 100% sure) that your Flash player somehow became corrupted. This is borne out because I got a private email today from a non-member of tg, stating the same problem, and it was Flash player combined with a really old version of Internet Explorer.

Here's where you can get a fresh copy of the Flash plug-in:

Adobe's Flash download site

@Everyone—if you haven't heard the news, stay off IE 7, 8, and 9 until an update is released, probably next week. A Zero Day exploitation makes the browser risky at best.


I'm sorry for the inconvenience, David. If you get the plug-in for your browser, I'd love to know if this solves everything.

My Best,

Gary

---

I have not looked at the XaraXone tutrial videos before. I just updated my Flash player to version 11 and still get the same problem (see screen capture below).

BTW: Microsoft is releasing an update this Friday and I run software that scans web pages when they load :-)

Attachment 92254

@ Everyone—

Barbara is checking the page, using a VM to text different browsers and different configurations.

It is very, very unsettling not to know whether this problem was always there, or something got banged recently on MAGIX's servers.

Sigh. Remember when developers only had to test against one device and one or two browsers?

@Mike, thanks for the heads-up. Barbara did do a lot of texting back in December of 2011 to make sure that 99% of all devices would display both the Xone itself and the videos. We're talking more than a dozen configurations, okay...some work was involved and at the time we asked everyone and their mother to go to the pre-launch area, and we didn't get one bum report back.

What is important at this point is that I'm not doing this for fun. There's no point, and I'm not serving the community at all if I'm making the videos but no one (or some people) can't see them.

For the moment, the XaraXone channel on youTube can be accessed directly >>>by clicking here<<<

With the exception of June, which was a written tutorial, there's a video each month of this year.

Attachment 92257

So naturally I want you to be able to see and learn from this modest body of work, and then come over and ridicule me on this forum! I'm not a masochist; I just haven't found anyone to abuse me who I respect more than myself.

-g

Hi David,

I'm sorry to hear that you are having trouble viewing the videos on XaraXone.

I think that your installation of Flash may have corrupted or when the last round of Flash plugins went around; a number of folks had a hard time digesting that one. As to Safari, at least on Safari for Windows 5.17 the JW player uses HTML5 video technology to display the videos. Are you using the current version of Safari for Windows.

The JW player sends best video source from those that YouTube provides that matches your particular browser's capabilities. Internet Explorer uses Flash and Safari HTML5's mp4.

So try this:

1. Go out and get a free copy of CCCleaner and install it if you don't already have it. The free version works just fine, you don't need the paid, pro version. I like to get it from FileHippo because they don't try an load you up with loathsome toolbars and other adware junk. http://www.filehippo.com/download_ccleaner
   
   1. Attachment 92255
   
   
2. From Control Panel's Add/Remove Programs or Programs and Features (Windows &) uninstall all the Flash Player entries you have. For example I currently have Adobe Flash Player 11 Active X and Adobe Flash Player 11 Plugin. This should remove the Flash Players that Internet Explorer, Firefox and some versions of Safari use. Chrome has Flash installed as part of the browser. OR
3. Open CCCleaner and from the Tools section go to the Uninstaller and use CCCleaner to uninstall the Flash Players on your system. I think that CCCleaner usually does does a better job uninstalling stuff.
4. Updating your browser the the latest version available now would be a good idea.
   
   1. The Newest version of Internet Explorer 8 ( highest you can go with Windows XP) can be downloaded from: http://windows.microsoft.com/en-US/i...downloads/ie-8
   2. The Newest version of Internet Explorer 9 can be downloaded from: http://windows.microsoft.com/en-US/i...wide-languages
   3. The Newest desktop version of Firefox can be downloaded from: http://www.mozilla.org/en-US/firefox/fx/#desktop
   4. Apple may be phasing out support for Safari for Windows, but the latest and possibly the last Windows version, 5.17 can be downloaded from here http://support.apple.com/kb/DL1531
   5. As always keep a sharp eye out for unnecessary toolbar or other software or settings that may be bundled with the download. Microsoft I'm looking at you.
   
   
5. After uninstalling Flash Players, Run CCCleaner and use it to delete Temporary Internet files in all your browsers and also run the Registry cleaner to clean up any stray bits. CCCleaner is very reliable and trusted. But even so when it asks if you want to"Do you want to backup changes to the registry?, be sure to answer YES.
   CCleaner.

All this uninstalling and cleaning gives you a sound foundation for doing a clean install. These basic instructions - uninstall, use CCCleaner and then reinstall work in may situations, not just when dealing with a suspect Flash installation.

Now .......

1. With each browser you have, Go to Adobe http://get.adobe.com/flashplayer/ and download and install the latest version of Flash. Watch out for an unnecessarily toolbar.Attachment 92256

Let us know how you make out.

no worries, Gary. I found it.

Oh...I did look at XX back then. But I didn't have a so-called smart phone nor internet on the one I did have...Mike

ok Gary - corrupt Flash but viewable on HTML5 does sound likely

your tutorial is as promised basic and clear, look forward to the ongoing series :)

Hi,
I also cannot see the Tutorial video..I have latest Flash player installed...
Jim

Hi Scotty—

Please review the steps Barbara posted in post #21.

The latest Flash plug-in isn't necessarily a fix for you and your system.

•You might not be 100% sure the plug-in installed itself correctly.

•You might be using a browser that doesn't support Flash.

There are a number of show-stoppers, but it ain't the video itself, promise.

Can you see the video (and all videos on YouTube) if you click >>>here?<<<. I'm fairly sure if you can't see the video here, directly on YouTube, you can't see any of the videos on YouTube, and this is not YouTube's problem.

I can tell you one thing: The Xara Group, Ltd., all of them, could see the video. They told me I spent too much time on the Pen tool and not enough on the Shape tool. :)




@Everybody, Can we please all agree to read Barbara's post and follow her instructions before anyone else posts "I can't see it. What's wrong with your video???"

Reading solves a lot of things :)

-g

Hi Gary,
I followed Barbara's tips and re-installed latest Player still no results so followed your link to YouTube and watched...very good... learned some new tricks with node editing..
Thanks

Browser(s) and browser version used, for example Internet Explorer 9 or Firefox 15 ____Explorer 9______________

Operating system- XP or Vista or Windows 7 or Windows 8 : ___Vista______

Version of the Adobe Flash Player you are using: _______11.4 (Active X) installed twice today_________________________
You can check what version you are using vs what is the most recent for your system here http://www.adobe.com/software/flash/about/
Have done a clean install as outlined below of the Adobe Flash plugin, Yes or No: _________Yes - once yesterday - twice today__________

This is a new problem, you have been able to see the videos in the past. Yes or No _______Yes______________________

This is a problem with only this months video. Yes or No ______No - I cannot see or play any of the videos on the XaraXone tutorial site___

I can see videos on YouTube OK. Yes or No ___Yes_________

Can you play the YouTube video on this test page? http://www.longtailvideo.com/support...-youtube-video


I can play it Yes or No or It has Problems, --________Yes______________________

Hope this helps - I have viewed a bunch of sites today including the vendor for the JW Player and all of them work fine. Just have a problem with the XaraXone site.

And yes, I went through all of your steps (at least twice) today. Glad to try anyting else you need so we can get to the bottom of this.

Was able to view videos last month, but know just seeing a black box.

Browser(s) and browser version used, for example Internet Explorer 9 or Firefox: 15 Firefox 15.0.01Internet explorer 9, Google chrome 21

Operating system- XP or Vista or Windows 7 or Windows 8 : Windows 7

Version of the Adobe Flash Player you are using: 11.4.402.278
You can check what version you are using vs what is the most recent for your system here http://www.adobe.com/software/flash/about/
Have done a clean install as outlined below of the Adobe Flash plugin, Yes or No:yes

This is a new problem, you have been able to see the videos in the past. Yes or No: yes

This is a problem with only this months video. Yes or No: no

I can see videos on YouTube OK. Yes or No: yes

Can you play the YouTube video on this test page? http://www.longtailvideo.com/support...-youtube-video
I can play it Yes or No or It has Problems, --:yes

Congratulations Barbara and JW team.

I just tested the turorials on 2 computers...one has Windows 7 and IE8 and the other has Vista and IE9 and the videos now play on both of them.

In the past few days, I could not view the videos on either machine...........

The video was just a black box on Xara website. I watched it on the YouTube link above, no problem, I know your knocking your heads against something with this but at least we can see it on YouTube. Great tutorial Thanks Richard Bell

Thank you all for your posts and for your continued help. This is one of those problems that don't make sense ( until you finally figure it out, of course.)

• Most folks can see the videos on XaraXone.com, and always have been able to see them. :)
• Some previously could see them on XaraXone.com and now can not see them on XaraXone.com :(
• Still others could see them on XaraXone.com and then couldn't see them on XaraXone.com and now can see them on Xaraxone.com :confused:

It doesn't appear to matter which browser or which operating system is used, although Opera seems to turn up as being involved more often than expected.

I really do want everyone to be able to view the videos as intended from Xaraxone so I will keep working on this issue.

If you've posted before to say that you can or can't see the videos on xaraxone.com and now that has changed negatively or positively, I'd like to know.

If you've never posted in this trouble thread and you can't see the videos on Xaraxone.com I'd appreciate it if you did fill out the form and post it here.

Barbara I use Opera and have never had a problem viewing them.

Barbara,

Here's my input:

Browser(s) and browser version used, for example Internet Explorer 9 or Firefox 15 ______IE9

Operating system- XP or Vista or Windows 7 or Windows 8 : ____WIN 7

Version of the Adobe Flash Player you are using: ___11.4.402.278

Have done a clean install as outlined below of the Adobe Flash plugin, Yes or No: ____Yes

This is a new problem, you have been able to see the videos in the past. Yes or No _______Yes

This is a problem with only this months video. Yes or No _____No, I have viewed all previous tutorial videos, but now I can view only the March 2012 video.

I can see videos on YouTube OK. Yes or No ______Yes (all tutorials)

Can you play the YouTube video on this test page? http://www.longtailvideo.com/support/jw-player/jw-player-for-flash-v5/15994/playing-a-youtube-video

I can play it Yes or No or It has Problems, --___Yes

Good luck!

EDIT-some more clues>> Video March 2012 plays fine on this page: http://www.xaraxone.com/tutorials/
Same video will not play on this page: http://www.xaraxone.com/tutorials/ma...ideo-tutorial/

I followed all the instructions, and I am still unable to see the video on Firefox 15.01, Opera 12.02, and Internet Explorer 9. Here are my answers to the questions:

Browser(s) and browser version used, for example Internet Explorer 9 or Firefox 15: Firefox 15.01, Opera 12.02, IE 9

Operating system- XP or Vista or Windows 7 or Windows 8 : Win 7 64-bit

Version of the Adobe Flash Player you are using: Now 11.4.402.278
You can check what version you are using vs what is the most recent for your system here http://www.adobe.com/software/flash/about/
Have done a clean install as outlined below of the Adobe Flash plugin, Yes or No: Yes

This is a new problem, you have been able to see the videos in the past. Yes or No: No, I hadn't tried, but when I read this thread, and before removing my old version of Adobe Flash, I tried to view the August tutorial, and I got the same black box.

This is a problem with only this months video. Yes or No: No, though I didn't try an older one until today.

I can see videos on YouTube OK. Yes or No: Yes

Can you play the YouTube video on this test page? http://www.longtailvideo.com/support...-youtube-video
I can play it Yes or No or It has Problems, -- Yes, I can see it fine, and I could also see it fine before I uninstalled the old flash (11,2,202,235) and installed the current version.

Thanks very much for your efforts to track down the problem. Good luck!

Quote:

---

Originally Posted by wizard509

Barbara I use Opera and have never had a problem viewing them.

---

FWIW, I too tried to view the September video with Opera (version 12.02) and was unable to do so. All I saw was the same black box I saw on Firefox and IE.

Thank you for your posts, this just keeps getting weirder and weirder.

This is obviously still and active issue and I am trying various things on the server end of things including swinging the rubber chicken, so if your ability to view the videos changes or if you can't see the videos and haven't posted your info in this thread, I am still looking for feedback (and clues, and suggestions, and magic potions).

This is some of the info about my opera setup, if this helps any.

About Opera
Version information
Version
12.02
Build
1578
Platform
Win32
System
Windows 7
XHTML+Voice
Plug-in not loaded
Browser identification

Opera/9.80 (Windows NT 6.1; WOW64; U; Edition United States Local; en) Presto/2.10.289 Version/12.02

Well, FWIW, I have exactly the same opera setup, but I can't see the video. :confused:

The only video I can see is on the Tutorial listing, and is limited to March. If I go to the March tut, I cannot see the video.

Screen shots.

Mike

Edit to add, I can watch the video from the Tutorial listing page...

I watched the video in FF in the Xone when it was first announced but now, in both FF and IE, I get the black rectangle.

JWPlayer tech support has asked me to gather basic info about your systems in a standardized format that they can analyze.

I would greatly appreciate it if anyone who is having problems now or did have problems but don't have them now to go to http://supportdetails.com/ and then export your information as pdf and email the pdf file to me at xaraxone@theboutons.com. Please say if you are currently having problems or not in your email. I will collect your reports and forward them to the LongTail video technical support person who is working with me on solving this extremely frustrating problem.:(

The info they are requesting is very basic information that is usually logged by every website you visit. Attached is what they collected when I visited supportdetails.com :

Operating System Microsoft Windows 7
Screen Resolution 1440 x 900
Web Browser Firefox 15.0.1
Browser Size 1331 x 715
IP Address 108.12.39.62
Color Depth 24
Javascript Yes
Flash Version 11.4.402
Cookies Yes
User Agent Mozilla/5.0 (Windows NT 6.1; WOW64;
rv:15.0) Gecko/20100101 Firefox/15.0.1
Support Details is brought to you with love by the fine folks at Imulus.
Learn more about us at imulus.com or follow us on Twitter at twitter.com/imulus.

The LongTail video support is anxious to solve this problem but, like me, they can not reproduce the problem and apparently this problem doesn't match anything that they've seen before.

TIA

Your link has some extra bits in it, Barbara.

Here is a linky that works.

http://supportdetails.com/

Doing as requested right now...Mike

Thanks Mike.

Just watched the tut from the Xara site. I was having problems before and it appears to be fixed. Nice work.

Hi,
I just revisited the XaraXone tutorial that wasn't displaying on my first and second visit but now it is displaying. Nice work.
Jim

It's fixed here; just checked and all of the tutorial videos are working correctly.
=D>