MP4 does not preview

[Alex MacNeil (OLD ACCOUNT)]

When I upload MP4 files to a ticket the preview no longer works. The only way to watch the video is to download the file. 
When you try and play the video in the ticket it will only play audio. 

On earlier tickets, we can see the video working without issue, but this only started in the past two weeks. 

I am using Chrome. I have tried looking into past tickets in the community but everything pointed it to be a browser issue or bug. I tried running the same video in Firefox but saw the same result. 

[Fabian Lim]

Hi @Alex MacNeil (OLD ACCOUNT)

Welcome to the community. I found an article that my help.  It looks like it's an issue with the encoding that is used in the videos. Link: https://confluence.atlassian.com/confkb/video-will-not-play-for-mp4-uploaded-files-1047539606.html

Regards

[Alex MacNeil (OLD ACCOUNT)]

Hey @Fabian Lim I took a look and that could be it. I will try changing the encoding to see if it helps. 

One thing I did notice was that chrome never supported the encoding but my videos used to work. I will check their encoding...I haven't started using a new tool to record videos but they may have made updates. 

I will update with my findings! Cheers

[Alex MacNeil (OLD ACCOUNT)]

Still doesn't seem to work. I get no preview even after converting the file to the right encoding.

[Fabian Lim]

Maybe someone from the atlassian team can comment or create a support ticket with them directly for a faster response.

[t.balzer@bigpoint.net]

I also have a user reporting the same issue with Confluence Cloud. The weird thing is with several files, created by the same programs/processes and with the same codec/container sometimes they work, but often they don't. And after editing they will first show up correctly for a few seconds but after a reload they show as audio-only.

[t.balzer@bigpoint.net]

There is a bug ticket for this now. You can subscribe as a watcher and/or notify Atlassian that you are also affected here: https://jira.atlassian.com/browse/CONFCLOUD-73296