VODs not working on some Apple iOS/browsers

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  • #143430
    Beatrice
    Moderator

    Hello everyone,

    It has come to our attention that some versions of Apple iOS and/or browsers bring about an error when attempting to playback VODs. The error in question:

    “The media could not be loaded, either because the server or network failed or because the format is not supported”

    We have been able to identify the possible cause but we are still working on resolving it. You can read more about the cause here https://apple.stackexchange.com/questions/428169/ios-marked-a-certificate-as-expired-even-though-the-certificate-is-still-activ

    Our sincerest apologies for the disruption as we understand how important it is for your video content to be available on-demand and running smoothly for viewers. Our tech team is actively working and we will have an update for you soon on this thread.

    #143581
    Christina
    Moderator

    This has been addressed and it is not expected to resurface.

    Underlying issue has been an expired root certificate (on Sep 29th) and some browsers operating on looser certificate caching rules (relying on the old instead of downloading the new one).

    Issue would have apparently worked itself out on most devices in a few days and could also be addressed by clearing the os or browser certificate cache however…

    …We’ve issued new certificates and enforced stricter certification chains, thus currently all our test devices operate as expected.

    Thank you all for promptly reporting this and sorry again for the service disruption.

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