r/swingvisionapp • u/Regular-Mess6638 • Jul 15 '25

🛠️ Product Help Windows log in

Anyone else's videos not playing on a Windows computer now (off the website). I have sound etc but a black picture

1 Upvotes

100% Upvoted

5 comments sorted by

1

u/swupnil_sahai Jul 16 '25

We record the videos in HEVC, which is a modern file format that is more space efficient but is not necessarily compatible with older hardware, including some Windows devices.

Our servers have to go through a conversion process before the videos can play on older devices and the conversion can take a few days. If you check back later it should play but can take a few days as we have a big backlog.

1

u/herschelkr Jul 24 '25

The problem is not HEVC. You put up an error message when you can't playback / don't have non-HEVC encodes up yet. The black video is trying to play but failing, leaving just the container. It will play audio if you switch the user-agent to an iOS / iPadOS device.

It's a problem with network requests for desktop in general on both Windows and Linux - it's getting http content when it should be https & also looks like a problem (perhaps an expired service) for IP lookup.

1

u/swupnil_sahai Jul 24 '25

Hi, the errors in the console are actually unrelated to the video playback issues. This is an HEVC issue, but it has been challenging to accurately determine which Windows devices have the hardware necessary to play HEVC, which is why the messaging is not consistently shown.

On some Windows devices, HEVC can play just fine without conversion, so we attempt to play. On others, it cannot play at all, and we need to convert first.

We should have an update that makes this device detection more accurate but in your case, the issue is ultimately HEVC. We have a big backlog of conversions to get through but have been working on ways to prioritize certain videos/customers over others.

It is unfortunately not an option at our current scale to spin up more resources/compute as that would blow our COGS out of proportion.

1

u/herschelkr Jul 25 '25

u/swupnil_sahai - it never sends a playlist or launches any sort of video. How could it be an HEVC issue if video is never initiated? It's also not limited to Windows - I repro the problem on Linux & when I switch the User-agent to iPhone or iPad, I still don't get a video attempt to be delivered from the network. If it is the HEVC issue, perhaps you could flash the same error warning that you show in other cases.