Videos attached to KB articles fail to show for mobile users. On iOS, a blank screen is displayed when trying to play the video attached to a knowledge article. No errors are traced in the instance logs. Videos attached to incidents or tasks work.

Version where the issue was reproduced are:

Mobile iOS Patch 5.1
Mobile Safari
SN iOS App
Chrome for iOS
Firefox for iOS

Version where the issue is not reproduced:
Mobile Android Patch 3.1
UI Mobile

Steps to Reproduce

1. Create a Knowledge article from a desktop UI.
2. Attach and embed a video (i.e. the MP4 attached).
3. From an iOS phone, login with the same user who created the Knowledge article in step 1.
4. Navigate to Self-Service > Knowledge.
5. Open the article.

In Android, the message "Downloading" is displayed, then the video is played in YouTube. In iOS, a blank screen is displayed and nothing else happens.


This problem is under review and targeted to be fixed in a future release. No workaround or back-porting patches are available for the current versions. You can Subscribe to this article to receive notifications when more information will become available.

Related Problem: PRB1155484

Seen In

There is no data to report.

Intended Fix Version

New York

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Associated Community Threads

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Article Information

Last Updated:2019-05-21 11:43:28