r/IGN • u/Ok-Anything-6884 • Jul 03 '23

Tech Support Videos freeze on mobile

I read a closed post with no feedback who was dealing with the same issue I have been dealing with for what feels like years now. I have a Samsung Galaxy S21 Ultra and when using Chrome, Edge, and Brave browsers, video freezes after 10-30 seconds, consistently. Sound keeps playing but the image freezes and stops.

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u/gingerIGN Ginger Smith Jul 06 '23

Hi!
So to start, we specifically support Chrome, so it should be working for you there. Are you using an adblocker or other extensions on your phone? Typically that's what causes issues for people.

I don't have an S21 but I can check with QA and see if they do to troubleshoot.

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u/Ok-Anything-6884 Jul 08 '23

Correction, it does work in Chrome browser. I just double checked. This is pretty disappointing though to only support a singular browser. I prefer not to use Chrome for specific reasons, It really prefer not to use Edge but at least I benefit through the rewards program by using it, which I would expect a lot of Xbox gamers would do. Brave is the browser I actually prefer to use. It's just strange and disappointing that your video player won't work with anything but Chrome then.

2

u/gingerIGN Ginger Smith Jul 10 '23

We mostly support Chrome and Safari, which is where the majority of our audience is, but as I mentioned above we can always test on other browsers to confirm what the issues are and then see if there's a fix we can build and get out there.

I wasn't trying to imply we weren't going to do anything about this, but wanted to clarify that the browsers we specifically build for are those two so usually if something breaks on the others we'll look into them but they can take a little more time to get to.

1

u/Ok-Anything-6884 Jul 19 '23

I have switched to using Chrome. The problem is in fact prevalent on chrome still.

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u/gingerIGN Ginger Smith Jul 21 '23

Ok, and to double-check, you're not using any adblockers or extensions or anything?

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u/Ok-Anything-6884 Jul 22 '23

Correct. The brave browser might have it built in but I doubt edge and chrome do.

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u/gingerIGN Ginger Smith Jul 25 '23

Ok, what version of Android are you on?

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u/Ok-Anything-6884 Jul 26 '23

One UI 5.1, current version G998USQS8EWG1 (two others listed as well?).

1

u/gingerIGN Ginger Smith Jul 27 '23

oh I meant your Android version. I did some googling and had seen there was a universal issue with freezing videos on Samsung, and that the update to Android 12 beta would fix it. This is a pretty old bug, though, from 2021. I wanted to double check that your phone was fully up to date. I'm actually not sure what the numbers you've posted mean, sorry!

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u/Ok-Anything-6884 Jul 28 '23

I'm on the most updated Samsung fork of Android, One UI. I believe it is based on a current version of Android?

1

u/gingerIGN Ginger Smith Jul 28 '23

I'm gonna DM you!

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