topic Facebook Videos not playing in XPERIA archive

Facebook Videos not playing

Casuals87 — Wed, 15 Jan 2014 12:14:00 GMT

Since updating to 4.3 for some reason I can't play any videos from facebook. When I click on a video the Movie app launches but then it just continuously says Loading Video...

I've tried doing a factory reset, clearing cache of facebook and movies. I've uninstalled all facebook updates and tried the latest beta version but nothing seems to be doing the trick.

Anyone had similar issues or any ideas?

Re: Facebook Videos not playing

nacionmclen — Wed, 15 Jan 2014 12:25:44 GMT

Maybe on your network? that why can't load a video.

Re: Facebook Videos not playing

Casuals87 — Wed, 15 Jan 2014 12:48:43 GMT

Its the same over several wifi networks as well

Re: Facebook Videos not playing

Johan — Wed, 15 Jan 2014 13:11:03 GMT

Hi and welcome to the community! Since you're new please be sure that you have checked out our Discussion guidelines.

To check if this is some kind of combo issue bewteen the movie app and Facebook try downloading any other media player from Google Play store and chose to launch the Facebook videos using that one. See if the same problem appears.

If yes it's probably an issue with the network (mobile or Wi-Fi) or the Facebook app.

Re: Facebook Videos not playing

Casuals87 — Wed, 15 Jan 2014 15:31:29 GMT

Hi Johan,

Thanks for the reply. The videos load perfectly with vlc. I've had the phone since launch and had never had any issue with playing videos over wifi or 4G until the 4.3 update.

Videos I've recorded play fine so not really sure what the issue could be.

Re: Facebook Videos not playing

julielopz — Tue, 17 Jun 2014 20:26:31 GMT

did you figure out the problem?? im having the same issue

Re: Facebook Videos not playing

Winnieblade — Thu, 19 Jun 2014 00:35:31 GMT

I too still have an issue with this.

Re: Facebook Videos not playing

Johan — Thu, 19 Jun 2014 09:05:54 GMT

Could you please send me your details in a PM, and I will forward this.

Make a relevant topic and include the following.

Name:
Phone nr:
E-mail:
Country:
Operator:
Product(s):
IMEI nr:
Build number:

Re: Facebook Videos not playing

pilotmouse — Mon, 23 Jun 2014 13:59:43 GMT

I got the exact same problem, it's only clips that is shown "within" Facebook. If it's a link to an external player it's not a problem.

Re: Facebook Videos not playing

3xperia — Mon, 23 Jun 2014 17:14:51 GMT

If you have already installed the latest version of Facabook app.

Go to Facebook > App Settings > Video Auto-Play: ON.

Re: Facebook Videos not playing

KevAmiga — Tue, 24 Jun 2014 07:36:22 GMT

I have a problem with FB videos, its intermittant., comes up sometimes (most times) partially through a video "Sorry, we cannot play this video".

Annoying.

Re: Facebook Videos not playing

caui — Thu, 10 Jul 2014 04:21:23 GMT

I have the same issue plss.. Help how to fix it I try to clear data in settings but still same.:-(

Re: Facebook Videos not playing

thef1one — Tue, 22 Jul 2014 17:10:48 GMT

Ok Sony I'm getting a tad miffed with the phone not playing a video on Facebook, sort out, it's not good enough! no sound and half way thru playing said video it stops and says
An unknown error has occurred.
This is down the your update on the phone!
Sort it or I will throw this phone in the bin and get a Blackberry, wonder if you can work out which team I work for. Come on its a head in sand from you guys.

Re: Facebook Videos not playing

Sam — Wed, 23 Jul 2014 02:02:45 GMT

@thef1one - Please be aware that we are aware of this problem and you can reset assured it has been escalated. I have posted this previously on a number of other threads regarding the same topic, however once a fix is approved I will attempt to update all relevant threads regarding this.

What are your thoughts about this forum? Let us know by doing this short survey.

Re: Facebook Videos not playing

huggons — Wed, 23 Jul 2014 14:46:12 GMT

steve : Facebook Videos not playing - An unknown error has occurred.

steve : z1

steve : 3

Daniel: To try and resolve the issue, I'd recommend that you clear the cache and data from the app. This can be done by following the below steps:

Daniel: Settings > Apps > All > Locate the app and tap it > Select clear cache and clear data.

steve : done

steve : same on both my handsets

steve : both have has clean install with sus

Daniel: Have you tried using the web browser for facebook

steve : not too sure why sony are dumping sus either

steve : no, I want to use the app

steve : known issue with facebook?

steve : other reports made?

Daniel: Try these methods one after the other.

· Delete the data and cache of the Facebook™ app

· Uninstall Facebook™

· Download latest Facebook™ version from Google Play™.
Note! Facebook™ has to be version: 11.0.0.8.23 or later.

steve : have done this - clean install of z1 using sus and reloading app

steve : ver 13.0.0.13.14

Daniel: Have you done this in the same order

steve : known issue with facebook?

steve : other reports made?

steve : yes

Daniel: Any issues as described should be corrected via the above

steve : is sony aware of the issue and is it affecting other customers?

Daniel: We have not confirmed this a permanent issue and any issues as decribed should be corrected by the above steps.

Daniel: It may be a issue via the facebook app I would try using the web browser to see if this works as it may narrow down the issue]

steve : your colleague sam states that sony are aware of the issue!

steve : http://talk.sonymobile.com/t5/Xperia-Z1-Z1s/Facebook-Videos-not-playing/td-p/517293/page/2?sl=y&sso_no_log=y

steve : Sony Xperia Support - sam - "Please be aware that we are aware of this problem and you can reset assured it has been escalated. I have posted this previously on a number of other threads regarding the same topic, however once a fix is approved I will attempt to update all relevant threads regarding this"

steve : ?

Daniel: This is the forums and our department does not handle this, if this is confirmed then this will have been raised but facebook issues can usually be resolved by the above

steve : so is sam not a sony rep and if he is, is there no communication between the teams about "know issues"

Daniel: Im sorry if that didnt help if this is being investigated it should be resolved in future updates, This has not been confirmed as a known issue by ourselves and as already stated our response was the above steps, this usually corrects issues if not this seems to have been raised as you mnetioned but it seems to be something on the app version, have you tried the web version to see if its just the app specifically

steve : ok to post this chat

Daniel: No problem Steve, I would recommend clicking the ‘Email’ option on your chat screen before ending this chat. This will send a copy of our conversation to your email address also. I would suggest at one point even if you dont use the browser to try it as it may narrow down the issue.

Daniel: Sorry for the issues Steve if this is confirmed as raised that should be the case otherwise try the web browser and let us know if that is any different. Is there anything else I can help you with in the mean time?

Re: Facebook Videos not playing

thef1one — Sat, 09 Aug 2014 16:14:33 GMT

Thanks Sam for the reply, just so frustrating as this is (xperia z1) the best phone I've ever used! After going to Sony after a big apple fan! Yes it's an awesome phone, I got a s4 at the same time, the z1 is an amazing bit of kit! I love it but just this problem persists, but I know if there's problems with the latest version it can take time to fix.

Regards
MJ

Re: Facebook Videos not playing

manojr — Thu, 21 Aug 2014 08:45:07 GMT

Hi when I play Facebook video after few seconds running it's shows error massage. It's only happens in Facebook video playing. Would you what reason?

Re: Facebook Videos not playing

craig2 — Thu, 21 Aug 2014 21:05:45 GMT

Mine plays video for a few seconds then comes up with "an unknown error occurred "

Re: Facebook Videos not playing

Sam — Thu, 21 Aug 2014 23:35:25 GMT

Just to update you all, this has been re-escalated and I will respond back once I have a suitable fix for you. In the mean time please do keep an eye out for any updates to the Facebook application.

What are your thoughts about this forum? Let us know by doing this short survey.

Re: Facebook Videos not playing

arshdeep — Tue, 26 Aug 2014 23:17:31 GMT

hello i am also having the same problem in my xperia zl. when this problem be resolved ?