iPad & iPhone won't play video produced with Relay

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  • Updated 4 years ago
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Hi,

I set up a profile that will publish both an iPhone/iPod and iPad resolution video, but it won't let me view it on these devices??

When I click the link sent in the notification email from an iPhone, it takes me to a page that just displays the quicktime icon. When I click the link on the iPad, I get the error message saying 'Safari can not download this file'

I'm currently running iOS 5 on both devices.

When I click the link from safari on my mac, the video pays fine.

Any idea what the problem may be?

Kind regards

Ant
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Anthony Harrison

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Posted 8 years ago

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Jim Dusseau

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Ant: Sorry you're having some troubles. I spoke to another member of the Relay team, and he said this sounds like a mime type configuration issue on the server. Is it possible to send me a link to the file you're trying to play? If not, our support department is available to help you troubleshoot.

We're going to double check that there's no playback problems on iOS 5 related to our Relay Encoding in the morning. I'll update this thread with the results.

Thanks,

Jim
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goodluckthree

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In order to solve "can't play video on iPhone" issue, a recommended solution is to convert video to iPhone more compatible format.

The following article just aims to introduce a professional iPhone Video Converter as well as a step by step guide on how to convert iPhone unsupported video AVI, WMV, MKV, VOB, FLV, 3GP to iPhone supported one .
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Anthony Harrison

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Hi Jim,

This is the iPad link:

http://relay.uni.ds.port.ac.uk/media/...

and this is the iPhone/iPod link:

http://relay.uni.ds.port.ac.uk/media/...

Thanks for your help.

Ant
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Brian Dishaw

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Hi Anthony,

Justin Carpenter did a fiddler trace when requesting the links and it appears the mp4's are being served with the mime type of video/mpeg instead of video/mp4.

Would you please update the mime type for mp4's to be video/mp4 and try it on your iDevice again please?

Thanks,
Brian
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Anthony Harrison

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Hi Brian,

Thanks for your quick reply, though I'm not sure how to go about changing the mime type.

Can this be done as an administrator on the relay website or is this the back end server side? If you could explain the process, that would be great. If it's not something I can amend myself I will pass it on to our technical support.

Kind regards

Ant
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Justin Carpenter, Technical Support

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Ant,

Unfortunately Mime Types (Content-Type) cannot be changed via the Relay Web site. Its an IIS setting that will need to get changed on the server to fix this problem.

Could you or someone with remote access to the Relay Server be able to contact Technical Support? The change should only require less than 5 minutes to complete. You can open a Support ticket at http://support.techsmith.com or reach us by phone at 517-381-2300x784.

Thanks!

Justin
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Anthony Harrison

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Hi Justin,

Hope you've had a good Thanks giving!

We tried changing the mime type on the server to video/mp4 but it will still won't stream, and produces a blank page with a server error message.

This is what we see when we try to view the video on an iPhone, with the mime type settings as they originally were.



Please can you advise on how we can fix this as we are stumped this end.

We have since started receiving requests for iPhone videos so we'd like to have this issue resolved as soon as possible.

Kind regards

Ant
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Richard Campbell, Champion

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Your filename may be too long and contain a dash that most browsers do not like.
I play Camtasia mp4 files all the time on my Ipad.
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Anthony Harrison

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I shortened the filename by shortening the output path, publishing it to the root folder. Unfortunately, It made no difference.

As I noticed an option to 'open in dropbox' was available (above image), I deleted dropbox to see what would happen. Next time I clicked 'view' from the email, I received the message 'safari can not download file', which would indicate a third party app is required to download the file.

Can someone then clarify whether a Relay produced mp4 file for an iPhone must be downloaded using a third party app as opposed to streaming straight from the Relay server?

I've gone through the settings on my iPhone and am certain that it's not the cause of this issue.

Thanks

Ant
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Justin Carpenter, Technical Support

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Art,

The Relay produced MP4 should work like all other MP4s on iOS devices. It should use streaming (progressive download) to playback the content in the media player on the device. It shouldn't require a 3rd party application for playback.

I accessed your content again and unfortunately I'm still seeing what I saw before: the MIME-Type set for this file extension is still incorrect. This is causing the iPad/iPhone to think the format is not supported (in this case .mpeg). Here is a screen capture showing the request:
http://screencast.com/t/1p0o3gJq

Here is a similar request, but one from a test server where the MIME-Type is properly configured:
http://screencast.com/t/KEtVU1IVYZ

I would revisit the server and confirm that the MIME-Type is set properly for .mp4. Here is a screen capture showing what it should look like for .mp4:
http://screencast.com/t/8zzP3SJB0

Please make note that MIME-Types can be set at the virtual directory level in IIS as well as the site level. You will want to make sure to drill down into the virtual directory that is hosting the MP4 and set the MIME-Types for MP4 there.

Hope this helps!

Justin
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Justin Carpenter, Technical Support

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Art,

One item I should clarify:

The MIME-Type for MP4 (video/mp4) needs to be set on the content server. The server that is delivering the MP4 video to your end user, not the Camtasia Relay Server.

As always, feel free to give us a ring if you want to chat on the phone about Relay.

---
Justin Carpenter
517-381-2300x784
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Anthony Harrison

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Hi Justin,

We hadn't drilled down into the virtual directory to change the mime type there.

Thanks a lot for your help, this issue has now been resolved.

Kind regards

Ant

Quick question...Can you give any indication when Relay 4 is available?
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Jess Knott

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Hey, Anthony! We're looking at 12/6 for the Relay 4 release. I can't wait for y'all to see it!
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Anthony Harrison

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Hey Jess,

That's awesome, looking forward to seeing it!

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