I have attached an MP4 video to a Knowledge Base article. The video uploads successfully and is available while editing the article. However, after the article is published, the video does not play when accessing the published KB article.
I am trying to reproduce the issue in the Dev instance its working fine. but issue only in prod.
Expected: The attached video should play successfully from the published Knowledge Article.
Actual: The video uploads successfully, but it does not play after the article is published.
Hi,
I would test the published article in Production as a regular user who can read it but cannot edit it. A video playing in the editor confirms that the editor can access the file, but the published article may request it differently.
Open the published article, go to the browser Network tab, and reload the page.
Find the request for the MP4 file. A 401 or 403 response points to an access issue. In that case, check whether the reader can access both the article and its video attachment. A 404 suggests that the published article may be pointing to an attachment that is no longer available, perhaps on a different article version. Try opening the video URL directly while signed in as the same reader.
If you do not see a video request at all, open the article for editing and click the ssourcecode (<>) button in the article body HTML editor. Check whether the video element and its source URL are still there after saving and publishing. Compare that HTML with the working article in Dev. If the markup is missing only in Production, compare the HTML sanitizer configuration in the two instances before changing any settings.
If the video request succeeds but the player remains blank, try the same MP4 file in Dev and Production and check whether the problem occurs in more than one browser. That should help separate a file or playback issue from an article access issue.
If this helps, could you mark the reply as helpful or as the solution?
