Overview

Old videos from the production instance do not play in preview instance. This article explains the reason behind this behavior and a way to fix this issue. 

Diagnosis

Videos affected by this issue appear in the Preview instance with a disabled (greyed out) play button:

This article applies if Twistage Videos are configured in the instance. The new Jive Videos, based on AWS/Cloudfront, are not known to be affected by this issue.

Solution

• When a preview instance is refreshed with the data from the production instance, a new video library must be created (since a single video library can not be configured in two different Jive instances).
• Therefore in the preview instance, all videos that were in the production instance up to the point of the refresh, will not play as they do not exist in the preview instance library.
• This is the expected behavior as videos can not be copied from the production instance video library to the preview instance video library.
• The only workaround is to reupload the videos to the preview instance.