client experiences videos failing to load, but I can't reproduce - any ideas

Hi All

I'm working on a client project which has a number of videos which can be played within the virtual tour via a 'play video' icon which then opens up the video in the middle of the screen. The play video icon then changes to 'close video' which stops and closes the video.

When I test with IE, Chrome, iPad etc all works fine, even tested over 4G with personal hotspot and works ok.

When client tests it, the tour loads fine but the video fails to load, they see the black error log appearing with the message:

ERROR: xml/xml-videos/.../video-640x360/video-name.m4v - loading video failed! (and yes... the video does exist!)

From log they are using Chrome 47.0 - WebGL

The video is .m4v format, 2.3 mb, data rate is 853kbps, frame rate is 25 fps.

Any suggestions would be much appreciated (other than turn off error logging!)

Thanks

Tim

First time round I recoded videos using miro video converter.

Eventually solved problem by recoding all videos using handbrake, uploaded and then worked fine for the client.

so recommend using handbrake for downsizing video for krpano.