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Description

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.

Workaround

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

SR - IRM - GRC Profiles - Madrid 2019 Q2
SR - IRM - Vendor Risk Management - Madrid 2019 Q1
SR - ITOM - Discovery and Service Mapping - 201908
SR - ITOM - Discovery and Service Mapping - v1.0.35
SR - Security - Integration Framework - Madrid 2019 Q2
SR - Security - Support Common - Madrid 2019 Q2
SR - Security - Support Orchestration - Madrid 2019 Q2
SR - SIR - Security Incident Response - Madrid 2019 Q2
SR - SIR - Security Incident Response PA Content - New York 2019 Q3
SR - SIR - Security Incident Response UI Patch - London 2019 Q2 v.6.2.3
SR - SIR - Store SecOps Setup Assistant - Madrid 2019 Q2
SR - SIR - Store Threat Core - Madrid 2019 Q2
SR - SIR - Store Trusted Security Circles Client - New York 2019 Q3
SR - VR - Rapid7 - London 2019 Q2 v.6.2.1
SR - VR - Vulnerability Response - New York 2019 Q3

Fixed In

New York

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2019-11-05 08:20:55
Published:2019-01-18