Embedding local videos blank screen

Nobby6

Hi,
Trying to embed some recorded mp4 videos into the KB, if I upload and embed them to youtube it works, but if I try locally, I get a blank screen with the "carrot" and it autostarts by the time count, but nothing is shown, there is no audio only mp4 recorded desktop, now youtube is ok for what I've got up there, which proves the embed function works, but, now we come to sensitive comm in conf stuff that is in no way going on any internet site, it must stay intranet only, I've used a few variants of the embed, like with all youtubes stuff, just altering the url, and even removed half the extra garbage YT put in there, no difference, I'll not also that when I click SAVE on the local attempt with blank box, it does not actually save it, if I go back and in, there's just the one line text before where the video should be.

I'm sure it not perms issue as I had that with YT initially, it still saved, with the sad face image , and correcting the CSP to allow yt and google fixed it, there is no such issue here as its the same hostname as osticket using a subdir/filename and if I go directly to the URI my desktop downloads the file (that was lynx, so no gui stuff to view)

I load chromes inspector, and it says no errors. logs show no errors.

Any pointers?

Nobby6

OK, this might actually be the MP4 files, I've just uploaded one from YT I d/l'd sssshhhhh 🙂 and it plays
linux file reports its v2 , where as our desktop recordings are v1, that appears the only difference, its ISO is 14496-12, where as v2 is 14496-14 could this really be the problem?

The files play normally on linux desktop and windows 10, so why would osticket be so picky on that? it is the only thing I can find different.

Nobby6

OK, converted and they now play in the faq edit, BUT when I save and exit, and come back they are FSCKING GONE.

WTH is wrong with this program.

KevinTheJedi

Nobby6

Slow down there hoss. 🤠 First off, we need a screenshot of Admin Panel > Dashboard > Information. Secondly, how exactly are you embedding the local videos? Can you share screenshots of the content you are adding then what it looks like afterwards?

Cheers.

Nobby6

Howdy,
To embed using a subdir on helpdesk to store files, embedding is done by editing FAQ entry and selecting video option, and entering in the code, Ill try include that here
<iframe width="513" height="390" src="https://REDACTED.net/wmv/2fa.mp4" title="2FA Enablement" frameborder="0"></iframe>
I even tried exactly what YT uses, but modifying only the URI.

then at the overview after above or entering in fresh shows

The file itself i'll put on my personal user space https://example.site.tld/folder_path/2fa.mp4
it is edited with blurs to protect /corporate/ but made with same software.

KevinTheJedi

Nobby6

Did you add the domain to the Embedded Domain Whitelist setting under Admin Panel > Settings > System?

Cheers.

Nobby6

KevinTheJedi
first thing I did

KevinTheJedi

Nobby6

Are you sure? If so, did you input just the domain only and not the “https://“ nor “www.”?

Cheers.

Nobby6

KevinTheJedi yes, I read the bit about domain, not subdomain ,and not to use http(s) however I did try subdomain as well in case the advice had changed but not the message,.

I also see the URI of the file here is masked so not sure if you can access the real file, the screens are recorded by screenrec on win10, an mp4 itself, but after some edits in kdenlive, the output also is mp4, video setting 800 if you know kdenlives render process. Also copied over and did same edit in kdenlive on a linux pc, same thing, also, same thing without editing and using the initial mp4 from screenrec. (my bad I should have included all this in my OP)
I can go to the URL directly and it plays, so the browser must be happy with it and the server, the strange part is, when you save it, it doesnt save the entry, hrmmm inly thing I haven't done is put mariadb into debug mode, that might explain why it doesnt save it, but not why the editing blank screen appears.

Nobby6

SQL insert looks ok, but when I look in the database, with local file it saves it as
<figure></iframe></figure>
no iframe start/content tag?

However.. when saving on youtube, the whole lot is there
<figure><iframe width="781" height="375" src="https://www.youtube.com/embed/REDACTED" frameborder="0" allowfullscreen="allowfullscreen"></iframe></figure>
The only differences here is one references local url the other youtubes url, you can literally sub www.youtube.com for helpdesk.domain.name and embed for our subdir, the filename remains the same on both.

I note that osticket saves some but not all of the youtube embed code with half the options in their code not saved? I gather that is for integrity/security they get stripped out?

KevinTheJedi

Nobby6

Yea, only whitelisted options/properties are not stripped. I can’t really say for sure what’s going on in your case without testing myself. It will take some time for me to get to this as this is super low priority.

Cheers.

Nobby6

KevinTheJedi Thanks, I guess the restricted guides will have to stay on the ancient system we are try to moving off and decommission for while longer , the ones on YT have no sensitivity rating so they can stay there, if you need us to try something else when you get time to look at it, I should get the forum email and check back in, at least in my eyes the fact local files are missing all that info and iframe start tag tells me it shouldnt be anything here, not sure why the insert line was complete in sql insert statement but not saved, maybe it inserts, then selects and, yeah, i see it uses a faq draft table before moving to full faq, but im not a php person, thanks