📽️Video Playback Issue

If the video is not playing properly or the progress is not being tracked correctly, please follow the steps below. Try each method one by one and attempt to play the video after completing each method.

Using Azure Media Player Demo

You can check if the player is working properly in an ideal environment on the Azure Media Player demo site.

1. Go to https://ampdemo.azureedge.net/.

2. Check if the player is working in its default state.

3. If the player is working, enter the following URL in the URL input field:

   • https://media-srv-01.elice.io/dc150ed0-1dee-4605-a15a-d4b4ff735984/450_1_1.ism/manifest&type=application/vnd.ms-sstr xmles.streaming.mediaservices.windows.net/3b970ae0-39d5-44bd-b3a3-3136143d6435/AzureMediaServicesPromo.ism/manifest

4. Click the [Update Player] button.

If the video does not play

1. Click the Diagnostics tab.

2. Click the 'Download Berbose Logs' button to download the error logs.

3. Please send the downloaded file to the Elice team.

Elice Player Test

Go to https://app.elice.io/amp/?src=https%3A%2F%2Fmedia-srv-01.elice.io%2Fdc150ed0-1dee-4605-a15a-d4b4ff735984%2F450_1_1.ism%2Fmanifest&type=application%2Fvnd.ms-sstr%2Bxml.

Check if the video plays correctly. If it does not play, follow the methods below.

• Internet Explorer

  1. Click the 'Settings' icon in the top right corner of the Internet Explorer window.

  2. Select 'Developer Tools'.

  3. Check if any errors appear in the 'Console' tab.

  4. Capture the 'Console' tab with the error and contact the Elice team.

• Google Chrome, Microsoft Edge, Naver Whale

  1. Click the 'More' button in the top right corner of the window.

  2. Select 'More tools' > 'Developer Tools'.

  3. Check if any errors appear in the 'Console' tab.

  4. Capture the 'Console' tab with the error and contact the Elice team.

     

Elice Environment Test

If the issue persists after trying all the methods mentioned above, check if any errors are displayed within the Elice site.

1. Go to the Elice site.

2. Play the video causing the problem.

3. Follow the instructions in Method 3 and click on the 'Console' tab in the 'Developer Tools'.

4. Capture the 'Console' tab with the error and contact the Elice team.

Contacting Elice

Please contact Elice using the following methods. Providing your account information will allow for a quicker response.

• Click the 'Customer Inquiry' button at the bottom of the organization's site to contact Elice with the relevant information.