VERIFIED SOLUTION i

Resolve failure to play video on iPad and iPhone when submitting an interaction before the first video is played in EngageOne Video

Product: EngageOne® Video Director

Issue

When using EngageOne® Video on an iPad or iPhone, if an interaction is submitted before the first video is played then the video will look as if it is loading, but will fail to play.

Cause

The reason for this is that the browser does not associate the tap with the video playback request if the time between the two actions is longer than a certain period. Because of the way that EOV works, the time it takes to generate the video is causing the time between the interaction submission and the video playback to extend past this period.

Resolution

UPDATED: June 13, 2017
There are a number of options to solve this issue listed here:
  1. Add a video sting before the first interaction.
  2. Update the video player so that it plays a video immediately after the submit button is clicked while the main video is being generated.
  3. Move the interaction card to the landing page so that the video player is not loaded until the interaction is submitted.
This issue will be fixed in a future version of the product.