Video from DAM doesn’t play on iOS devices due to unsupported encoding profile
Videos stored in DAM play correctly on desktop browsers and Android devices but fail to load or play on iOS devices. This happens because the video is encoded using an H.264 profile level that iOS doesn’t support. To fix this, identify the encoding profile, re-encode the video using a supported profile, and replace the asset in DAM.
Description description
Environment
- Product: Adobe Experience Manager as a Cloud Service – Sites
- Constraints: Issue occurs when videos are encoded using H.264 Main@L6; iOS supports up to Main@L3.1
Issue/Symptoms
- A video asset stored in DAM loads and plays correctly on desktop browsers.
- The same video plays as expected on Android devices.
- The video fails to load or play on iOS devices such as iPhones.
- Network requests show that the video can’t be retrieved by iOS devices.
Resolution resolution
Follow these steps to resolve the issue:
- Review the encoding profile of the affected video file.
- Confirm that the video is encoded using H.264 Main@L6 or another profile that iOS doesn’t support.
- Re-encode the video using an external media processing tool to use an H.264 AVC profile up to Main@L3.1, which iOS supports.
- Replace the existing asset in DAM with the newly encoded, compatible video file. Refer to Manage video assets for more details.
- Update component references in AEM Sites if required to point to the new asset.
- Verify that the video loads and plays correctly on desktop browsers and iOS devices.
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