Help. Some videos won't play on Safari

Question

Level 1

7 points

Help. Some videos won't play on Safari

Hello,

I have a problem I can't seem to solve. I am a member of a yoga site with online videos. I log onto the site online using Safari. All the videos are the same. It seems they play from Vimeo.

The funny thing is that some of the videos will not play the sound. They play the pictures with no problems. I have checked all the volume settings and that is no problem.

The site also has the audio file which are loaded onto Amazon S3 server and when I click on that it opens a window in Safari and it also doesn't play the sound.

The thing is that all of the other videos work and there seems to be no difference in the videos. I have contacted the yoga studio and they can't seem to notice any issues at their end and haven't had anyone with this issue.

When I try in on our home PC, they work. So it is just on this laptop. I want to watch them on the laptop as the PC is a desktop so I can't move it to a convenient position to do yoga.

I can't work it out. I would love some help!!!!

Thanks in advance.

Rebecca

MacBook Air, OS X Yosemite (10.10.5)

Posted on May 15, 2017 1:42 AM

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Answer 1

brenden dv

Community Specialist

May 16, 2017 8:51 AM in response to soulstar444

Hi soulstar444,

Thank you for using Apple Support Communities. Based on what you stated, it seems like you are able to load videos from a specific site but some of them do not have sound. It looks like you have already done some troubleshooting. I would recommend you read this article and use it to help troubleshoot the issue.

Some Safari extensions that block ads or other website content can prevent some page elements from displaying. You can temporarily turn off extensions, then re-load the page to see if this is the issue.

Choose Safari > Preferences.

Click Extensions.

Select an extension, then deselect the checkbox "Enable… extension." Repeat this step for every extension that's currently installed.

Reload the page by choosing Choose View > Reload in Safari. If the webpage loads correctly, one or more extensions was blocking the content from loading. Re-enable an extension, then reload the page again to determine which extension is blocking the content you want to view.

If the website still doesn't load with all of your extensions disabled, try the next steps in this article.

If Safari doesn't load a page or webpage items are missing
Cheers.

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Answer 2

MoonJ.

Community Specialist

May 18, 2017 2:02 PM in response to soulstar444

Hey soulstar444,

Thnks for keeping us updated. Since this seems to persist after more troubleshooting with Safari, another thing you can try is to boot into safe mode which disables software running in the background. This way we can try and isolate what may be causing the issue if troubleshooting Safari is not resolving this.

Start up in safe mode

To start up in safe mode:

Start or restart your Mac, then immediately press and hold the Shift key. The white Apple logo appears on your display. If you don't see the Apple logo, learn what to do.

Release the shift key when you see the login window. If your startup disk is encrypted with FileVault, you might be asked to log in twice: once to unlock the startup disk, and again to log in to the Finder.

To leave safe mode, restart your Mac without pressing any keys during startup.

If an issue doesn't happen in safe mode

If an issue doesn't happen when your Mac is started in safe mode, try restarting without pressing any keys.

If the issue comes back, you might have incompatible login items.

If the issue doesn't come back, it was probably caused by a cache or directory issue with your startup disk, which safe mode fixed.

Use safe mode to isolate issues with your Mac
Take care.

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Answer 3

soulstar444 Author

Level 1

7 points

May 18, 2017 2:53 AM in response to brenden dv

Hi Brenden,

Thanks for getting back to me. I tried this and still no sound. I have also tried this process here Safari 6 lost audio in HTML5 videos and this process here no sound on vimeo but youtube fine and still no luck. Any other ideas? I am finding more and more videos with no sound in the collection and i would love to have access to them.

Thanks

Rebecca

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