Unable to view Videos on iOS or Android App

[Wright21]

Since the beginning of 2025 it is not possible to view videos from within the iOS or Android Canvas App.

The videos play normally when viewed from the web browser on mobile or desktop. However, on the mobile apps the video displays the thumbnail, but when clicked the video has a Play icon with a cross through it (screenshot attached). This is happening when Videos are uploaded to Blog pages. All other photo content is working fine.

It seems like it might be related to the secure player that is being used.

Is there a setting that must be changed when the video is uploaded? 

[NicholeDizon · Accepted solution]

Hello @Wright21 ,

You may try reporting this issue via the mobile app if you are still unable to play videos on the Android or iOS apps. Please refer to the following guides:

• How do I get help with the Canvas app on my iOS device?
• How do I get help with the Canvas app on my Android device?