Video

dmgsupport

I am using your video just a test until I get mine done. I don't understand WHY it takes so long to load though and sometimes doesn't load at all. Your demo is not doing that. Please advise asap. Also on the mobile view I understand no video but why is my scrolling text right under the logo instead of center like yours is?

saguaros

Hi dmgsupport

As I can see that the video is loading fine now: https://prnt.sc/u6304a

For the text on mobile view, could you share the screenshot highlighting the issue? as I can see it looks the same as our demo site now.

dmgsupport

FYI on the desktop the video just scrolls, checked two other computers doing the same thing. It never loads? I can't present a site like this to a customer so I need to understand what the problem is. In order to save days for this fix where can I give you site login credentials that are private

saguaros

dmgsupport

One thing is that your site loads that video is quite slow, if you play video on mobile, it affects much on your site performance.

Another strange thing is that I don't see this style on your site:

#s5_custom1_outer_wrap {
    background: #51504B url(../images/custom1_bg.jpg) no-repeat top center;
    background-size: cover;
}

it will help to show the background image, the text will be center then.

dmgsupport

so put this in custom.css ? I haven't removed code so that is odd. I am not using that picture so where is it going? Is this for the video or mobile background? I need the video to load. No idea why the site would be slow loading?

saguaros

dmgsupport You can change to your own image, it's thumbnail of the video (as demo site). The video is loaded so slow on your site so the text keeps showing on top instead of the middle as our demo site.

dmgsupport

I added that custom1_bg into the template settings and it just gives me the background on desktop and mobile and does not bring that text down to center. Is there somewhere in code I need to add this? Please don't leave this morning without resolving this. I need to complete and get the video to load on desktop.

dmgsupport

Since you have not responded does this mean I am another day delayed in getting this video issue fixed? I am going to need you to log in and fix it to save time. Please advise on how to send you the credentials that are private so I can complete the site. Thanks

dmgsupport

That doesn't help me. You say it is slow but there is no reason for it to be slow. Same video as your demo. Please help me fix this. Do you not want to log in to look? Not sure what else I can do here except scrap shape 5 all together and go with a different company and template

dmgsupport

I added a super short video clip and I still get a black screen.

dmgsupport

i am dissapointed in this support, not once have you given me instructions to fix or asked for login to the back end to fix. I have set things exactly like your demo and the video will not load. You said thumbnail, I added a short thumbnail video to test and it doesn't work either. You say my site loads slow but I have multiple sites with shape 5 running videos and the sites load fine. Why is this site slow? Answers? This template is all about that opening video and it is the one thing that doesn't work. We pay for this support and I have always experienced great answers and fixes to issues but now I will have to go outside of your support (that we pay for) since I can't get a clear answer from you.

saguaros

Hi dmgsupport
I'm sorry for this lateness due to the weekend. The video is located in your server so I'm not sure if it due to the connection or not. I also see the JS conflict on your site, you can share the admin + FTP account, I will debug it.

dmgsupport

Oh thank you thank you. Where can I share that so it's private? Do I go to the first question in this thread and edit fields? Is that private? saguaros

saguaros

dmgsupport You're right, pls edit fields and fill the info there so only Moderators can see.

dmgsupport

FYI I have a video ready but I am worried it is too long.

dmgsupport

I did this yesterday so you should have the information (you didn't look)?. I HAVE to have this fixed today. Is there a reason we can't just put in a vimeo link? This way it wouldn't eat up bandwidth. https://vimeo.com/451210501

In order to let the customer review the site I had to take out the video in the template settings. If it is not there when you FINALLY go in to fix it the url is images/weichertvideo.mp4 and you can insert it back in there. When they are done reviewing I can put it back in so this is just in the off change you go in before I do.

dmgsupport

Hello? No response from you, this is now urgent to get resolved. Please advise.

saguaros

Hi dmgsupport

Could you take a full backup of your site first and update latest version for template and modules like S5 Tab Show on your site? It seems that your site is using pretty old versions now.

dmgsupport

These are updated

saguaros

Hi dmgsupport

You can clear browser cache, it loads fine at my end.

With this kind of loader, it will take several seconds to load the video first, in the next load, it will show faster. If your host is good, it will load better.