Troubleshoot common issues

Available in Classic and VPC

You might run into the following problems when using Video Player Enhancement. Find out causes and possible solutions.

"The license is invalid." error message

"The license is invalid." error message is displayed when playing a video, and the video does not play.
Errors E0005 is displayed.

Cause

To validate the domain, you must enter the site domain address in the domain settings. If the domain doesn’t match, a license error will be triggered.

Solution

Check to make sure the domain matches the one registered.

License error when registering domain

If the site domain is registered in the form *.a.com, a player license error occurs.

Cause

Currently, wildcard formats are not supported for site domain registration.

Solution

Since wildcard formats are not supported, register all sites individually.

Missing video control bar

The control bar does not appear on videos when viewed on mobile devices.

Cause

The control bar may not be displayed due to other elements in the HTML where the player is installed or CSS affecting the player.

Solution

Install only the player in the HTML to perform a test. If there is no issue, check for any conflicts with the CSS elements in the HTML.

Missing fullscreen button

The [Fullscreen] button does not appear when viewed on mobile devices.

Cause

If the [Fullscreen] button is set to be disabled in the console, it will not appear.

Solution

To enable the [Fullscreen] button, follow these steps:

1. On the NAVER Cloud Platform Console, click > Services > Media > Video Player Enhancement > Video Player Management in order.
2. Click the Options Settings button.
3. In the [Player UI] tab, go to Control Bar Button Settings and enable Fullscreen.
4. Click the [OK] button.
   • For more information, see Control Bar Button UI.

The steps to force set the option UI are as follows:

-uilet player = new ncplayer('video',{
new ncplayer('video1', {
  playlist: [
    {
      file: "{URL}",
      poster: "{path"",
    },
  ],
  autostart: false,
  controlBtn: { // controlBtn options are available only for paid users
      play: true, // Playback
      fullscreen: true, // Switch to full screen
      volume: true, // Volume control
      times: true, // Playback time
      pictureInPicture: true, // PIP
      setting: true, // Settings
  },
});

iOS web browser error

• The token feature does not work on iOS web browsers.
• If you click the [Fullscreen] button in an iOS web browser, an error message is displayed: "TypeError: undefined is not an object (evaluating 'this.video_player.textTracks[t].mode="showing"')."

Cause

• This feature does not work on the iPhone simulator.
• This is an unsupported version.

Solution

• Use Player SDK version 1.1.2 or higher.
• Enable automatic updates (/ncplayer.js) and clear the cache.