If the Play button is not working for you on videos, please report here

Avatar image for rorie
rorie

6416

Forum Posts

1163

Wiki Points

0

Followers

Reviews: 1

User Lists: 3

#1 rorie  Staff

If the Play button on videos is not working for you, please go through the following steps and reply here. Apologies if you already did this in another thread but I want to consolidate all of the feedback here. Sorry for the trouble!

-------------------------------------------------------------

Sometimes when debugging problems on the site it can be really hard for us to pin down exactly what is going wrong especially with all the different browsers, operating systems, and extensions out there. You can do us a huge favor by supplying these extra debugging details if possible:

Browser Details

  • Operating System (eg. Windows 10, Mac OSX Sierra, Ubuntu, etc.)
  • Browser With Version: (eg. Google Chrome Version 56.0.2924.87 (64-bit))
    • To collect this data click Help -> About in most browsers
  • Extensions!
    • What extensions are you running (eg. HTTPS Everywhere, AdBlock+, uBlock, Ghostery, etc.)
    • About 50% of the time it's some extension causing the issue you're experiencing. Please try running the site in an incognito window (without extensions) this will solve a lot of issues and let you know it's an extension causing your problems!
    • Some particularly bad offenders:
      • Most adblockers (they like to block scripts and video assets sometimes) Adblock, uBlock, Ghostery, NoScript
      • HTTPS Everywhere. Our sites do not support HTTPS fully just yet (except for the login page) So until we fully support HTTPS (soon!) This extension will cause a lot of problems

Detailed Error Reports

  • Please submit the exact error message you're getting, screenshots are even better!
  • The exact URL you were on
  • What exactly you were trying to do
  • What time you were trying to do it
  • If at all possible please submit a screenshot or the text from the error console! This is a HUGE help
    • Chrome: Press Ctrl + Shift + J (Windows / Linux) or Cmd + Opt + J (Mac)
    • Firefox: Press Ctrl + Shift + K (Windows / Linux) or Cmd + Opt + K (Mac)
    • Internet Explorer: F12 -> Click 'Console'
    • Safari: Cmd + Opt + C
    • A screenshot like this is super helpful!
      No Caption Provided

This and any additional information you can provide would be very helpful!

Avatar image for monkehhh
monkehhh

9

Forum Posts

0

Wiki Points

0

Followers

Reviews: 0

User Lists: 0

OS - Windows 10

Browser - Version 81.0.4044.138 (Official Build) (64-bit)

Extensions - no ad-blockers / HTTPS / etc. extensions installed.

URL - https://www.giantbomb.com/shows/astroneering-with-brad-and-vinny-05112020/2970-20220 (and any other video)

Trying - to play any video but the play button didn't do anything.

Time - 09:00 GMT (though I've been seeing this for a while)

Error console - no errors

Tried - logged out of GB = videos worked OK. Incognito mode logged out of GB = videos worked OK. Logged in to GB with a video with a premium / free switch, after using the switch = video worked OK. Logged in to GB with a video without a premium / free switch = video did not work.

So it seemed to be something about my login - so I just cleared my complete cookies, cache, history, etc. in Chrome and now it all seems to be working OK.

Avatar image for morello
Morello

124

Forum Posts

101

Wiki Points

0

Followers

Reviews: 0

User Lists: 0

I'm in the UK using Pihole with Firefox, Chrome, Edge, with Ublock Origin and Privacy Badger. I've had to customise Privacy Badger and Ublock Origin in the past, but disabling them didn't allow the play button to be functional. It seems (this time) like Pihole is blocking "cdn.cookielaw.org", "geolocation.onetrust.com" and others (as it should). If cookielaw.org isn't whitelisted, the play button does nothing. Once cookielaw.org is whitelisted then the privacy options load, and once you've rejected all those then the content loads and the media player works. If you then remove cookielaw.org from the whitelist, the site then loads - I suspect until the next time it checks on the cookie situation. This happened with all three browsers, although I believe Chrome needed the onetrust.com domain whitelisted at least for one load of the page.

Avatar image for jerrycoleman3
jerrycoleman3

2

Forum Posts

0

Wiki Points

0

Followers

Reviews: 0

User Lists: 0

OS - Windows 10

Browser - Firefox v 76.0.01 (64-bit)

Extensions - ublock origin

Also have a pihole on my lan

It's been inconsistent, but for example this https://www.giantbomb.com/shows/turn-based-turmoil/2970-20263/free-video works on each try but this https://www.giantbomb.com/shows/lets-minecraft-together-05152020-abbys-perspective/2970-20242 and any of the other minecraft videos do not. No error messages, just no response when clicking the play button.

Time - Started noticing around Friday (5/15) afternoon (EDT)

Avatar image for jaytee00
jaytee00

95

Forum Posts

1117

Wiki Points

0

Followers

Reviews: 0

User Lists: 0

I had this problem until recently and tracked it down to the "I don't care about cookies" extension I've got running. Excluding this site on that fixed it.

Windows 10, Chrome Version 81.0.4044.138

Also using adblock, Checker Plus for Gmail, lastpass, a zotero plugin, checker plus for google calendar, and Cold Turkey.

Avatar image for thisismadness
thisismadness

13

Forum Posts

0

Wiki Points

0

Followers

Reviews: 0

User Lists: 0

@morello said:

I'm in the UK using Pihole with Firefox, Chrome, Edge, with Ublock Origin and Privacy Badger. I've had to customise Privacy Badger and Ublock Origin in the past, but disabling them didn't allow the play button to be functional. It seems (this time) like Pihole is blocking "cdn.cookielaw.org", "geolocation.onetrust.com" and others (as it should). If cookielaw.org isn't whitelisted, the play button does nothing. Once cookielaw.org is whitelisted then the privacy options load, and once you've rejected all those then the content loads and the media player works. If you then remove cookielaw.org from the whitelist, the site then loads - I suspect until the next time it checks on the cookie situation. This happened with all three browsers, although I believe Chrome needed the onetrust.com domain whitelisted at least for one load of the page.

Whitelisting cdn.cookielaw.org on my pihole also solves the issue for me.

Avatar image for anonymousbroccoli
AnonymousBroccoli

52

Forum Posts

17

Wiki Points

0

Followers

Reviews: 0

User Lists: 4

@jaytee00 said:

I had this problem until recently and tracked it down to the "I don't care about cookies" extension I've got running. Excluding this site on that fixed it.

This worked for me--in Firefox 76, in both Win8.1 and Linux Mint 19.3 Cinnamon.

https://addons.mozilla.org/en-US/firefox/addon/i-dont-care-about-cookies/

I had previously been solving the broken Play button by visiting my desired video page, clicking a different video link in the carousel, then clicking back to the desired video. Or clicking the browser's back button, if the desired video is missing from the carousel. Or switching between different audio/video versions on podcast pages. (I'm pretty sure it was broken on every video page.)

Avatar image for hereallday
HereAllDay

511

Forum Posts

90

Wiki Points

0

Followers

Reviews: 0

User Lists: 0

#8  Edited By HereAllDay

  • Operating System (eg. Windows 10, Mac OSX Sierra, Ubuntu, etc.): macOS 10.14.6
  • Browser With Version: (eg. Google Chrome Version 56.0.2924.87 (64-bit)): Firefox 75.0 (64-bit)
  • Extensions: uBlock, disabled for GB
  • URL: https://www.giantbomb.com/shows/635-s-rank-with-your-coffee-dad/2970-20265

As suggested by others, I tried whitelisting cookielaw on my pi hole but that alone didn't do it, I also had to whitelist go-mpulse.net.

No Caption Provided

Avatar image for crusader8463
crusader8463

14828

Forum Posts

4290

Wiki Points

0

Followers

Reviews: 7

User Lists: 2

#9  Edited By crusader8463
  • os: window 10
  • browser: chrome Version 81.0.4044.138 (Official Build) (64-bit)
  • extensions: ublock origin (disabled), foxit pdf creator, google docs offline, docs, sheets, slides
  • error: Play button wont work. Occasionally if I refresh the page a dozen plus times it will play.
  • URL: Every video does it. But for the sake of this post 11:00 pm Atlantic 20/5/2020 https://www.giantbomb.com/shows/dragons-dogma-05202020/2970-20270
No Caption Provided

This is from a previous video.

No Caption Provided

Been happening for about a month now iirc.

Avatar image for rorie
rorie

6416

Forum Posts

1163

Wiki Points

0

Followers

Reviews: 1

User Lists: 3

#10  Edited By rorie  Staff

@crusader8463: Let me tag in @wcarle for this last one. Does the same thing happen for you on GameSpot? Also is this happening in Firefox or Edge for you?

Avatar image for crusader8463
crusader8463

14828

Forum Posts

4290

Wiki Points

0

Followers

Reviews: 7

User Lists: 2

@rorie: I dont have an account on gamespot. But I just went and clicked a few videos and they all auto played. Tried giant bomb on edge and same problem happened. Play button won't work.

Avatar image for jerrycoleman3
jerrycoleman3

2

Forum Posts

0

Wiki Points

0

Followers

Reviews: 0

User Lists: 0

@thisismadness Whitelisting cdn.cookielaw.org worked for me too. Good looking out:

Avatar image for wcarle
wcarle

434

Forum Posts

54

Wiki Points

0

Followers

Reviews: 0

User Lists: 1

#13 wcarle  Staff

@crusader8463 That's really puzzling, the error you posted is from a third party script, not related to the video player. My guess is that it's related to the above mentioned cookielaw.org script. Unfortunately there's no getting around that because it's a legal thing we have to have on the page for privacy reasons. One thing that could help me debug is a HAR file from your chrome browser. Similar to the screenshot of the console in the developer tools. If you could send me a HAR file from the video page I could see if there are any blocked requests to files that are required for the player to load. Here are some instructions on how to generate the HAR file: https://confluence.atlassian.com/kb/generating-har-files-and-analyzing-web-requests-720420612.html

If you could send that to me via google drive or dropbox that would help me debug.

Avatar image for ian3d
ian3d

1

Forum Posts

0

Wiki Points

0

Followers

Reviews: 0

User Lists: 0

#14  Edited By ian3d

@wcarle said:

Unfortunately there's no getting around that because it's a legal thing we have to have on the page for privacy reasons.

That's not a good answer, especially since we can download the video with no issue.

I can confirm it's cdn.cookielaw.org (in my case Pi-hole using steven blacks master list).

No Caption Provided

Mine is failing in the file otSDKStub.js in the OneTrustStub function otFetch

Avatar image for crusader8463
crusader8463

14828

Forum Posts

4290

Wiki Points

0

Followers

Reviews: 7

User Lists: 2

#15  Edited By crusader8463

@wcarle:

Ya, it gets even weirder now. So here's the steps I take.

Open giant bomb.Find a video I want to watch on the landing page, or I open the video section and look for one I had been planning to watch.I then middle mouse to open it in a new tab.The play button won't work.The new thing happening just now, is that if I refresh and wait like 5-10 seconds for the page to load the play button seems to work every time. Before it never would. Unless I'm not understanding the directions you linked to create a .har file, it requires a refresh to catch the data. I did it anyway in hopes it tells you something, but as of this post it seems to work now if I refresh the video page. Will update if anything changes. Let me know if there's any other troubleshooting I could do to help.

Here is the .har file you requested .

Edit: nearly as soon as I posted the above, it seems to be working now on first load after waiting a few seconds. Previously no matter how long I waited it wouldn't work. So ya. Idk. Lol

Oh, when I went to check the Chrome version last time it appeared to update to 83.0.4103.61. So maybe that's what fixed it?

Avatar image for daltimond
daltimond

294

Forum Posts

0

Wiki Points

0

Followers

Reviews: 0

User Lists: 0

Im not really here to report on this issue although I have been experiencing it, I did find that if I click on another video in the carousel beneath the video and then click back to the video it makes the video work. Ive been experiencing it for about a few weeks now.

Avatar image for hologram
Hologram

19

Forum Posts

0

Wiki Points

0

Followers

Reviews: 0

User Lists: 0

@daltimond: I've found that just clicking on the video you're currently on in the carousel does the same, no need to switch to another video. You can see that it's worked when the thumbnail behind the play button changes opacity.

Avatar image for bb4lake
bb4lake

143

Forum Posts

0

Wiki Points

0

Followers

Reviews: 0

User Lists: 0

Thank you for the carousel trick. I am on an ios device using safari and for at least a week or more I have been having to refresh each video several times before the video is actually playable.

Avatar image for rostodon
Rostodon

1

Forum Posts

0

Wiki Points

0

Followers

Reviews: 0

User Lists: 0

Chiming in to say the carousel trick works for me too.

Here's the log from when the play button didn't work:

No Caption Provided

  • OS: Windows 10
  • Browser Microsoft Edge Version 83.0.478.37 (Official build) (64-bit)
  • Extensions: none using InPrivate mode, Tracking Prevention disabled.
  • Error: Play button wont work. It will play if I click the video in the carousel. Tested in Edge and Firefox, same thing.
  • URL: https://www.giantbomb.com/shows/2-fallout-2-furious-episode-05/2970-20288/
  • Time: 3:45pm EST 2020-05-25

Hope that helps!

Avatar image for dwmc
dwmc

5

Forum Posts

0

Wiki Points

0

Followers

Reviews: 0

User Lists: 0

#20  Edited By dwmc

Have this problem on iOS constantly—nearly every video. Usually refreshing two or three times gets it to work. What I see when it doesn’t work is the background behind the play button is very dark, almost completely black. When it works the background becomes lighter.

Avatar image for pudking
pudking

16

Forum Posts

0

Wiki Points

0

Followers

Reviews: 0

User Lists: 0

I’ve had this problem for a few weeks.

Currently Using Safari on iPhone iOS 13.5.

I get the white play button with ‘LOADING VIDEO. . .’ behind but it doesn’t start.

No big deal, I just click on the download dropdown menu instead to view the video. This works fine.

Avatar image for tankboy
tankboy

13

Forum Posts

6

Wiki Points

0

Followers

Reviews: 0

User Lists: 1

I have three Macs that all have the same symptom, and I'd say ongoing for a few weeks. I'll detail just this machine, as they are pretty similar and the behavior is identical. One machine is ahead an OS update, one behind.

Symptom: Play button doesn't work. Artwork is missing too, like it didn't load in the background. Every time: reloading the page twice causes the video to appear to load (artwork shows up), then the play button works. No errors, just reloading.

No plug ins for me.

OSX 10.13.6; Safari 13.1 (13609.1.20.111.8)

When looking at the console, I get this message when the video fails to load. I get different messages when I reload and the video loads properly:

No Caption Provided

Good Luck, love the site.

(side complaint - on desktop, I loose the side/side arrows to scroll the ribbon of latest videos. Works on mobile, not on desktop safari. I have to click 'see all' to get to older than the last 5-6 videos).

Avatar image for slowpork
Slowpork

77

Forum Posts

4

Wiki Points

0

Followers

Reviews: 0

User Lists: 0

It didn't work for me. Mainly for running Ad-block (I used it to block the manage cookies button), but since I'm a premium subscriber I guess I could tolerate the cookies button in exchange for actually watching the videos!

* Using Chrome

* Adblock

* Watched through giantbombs player instead of YouTube's.

Avatar image for twolines
TwoLines

3660

Forum Posts

319

Wiki Points

0

Followers

Reviews: 0

User Lists: 5

Cannot press play on YouTube hosted videos, but when I open in incognito, I can. Weird.