Video Cannot Be Played Error – Gabrielle Moore's Help Center

What Causes the Error?

The error code showing over the video player means that there is an error loading the media file and it cannot be played.

Commonly, the error codes are 224003, 224002, 101102, 101101, etc. This can be seen on standard browsers on both mobile and desktop. The error arises typically because of certain extensions enabled or because of browser cookies.

How to Fix Error on Computer?

To find out whether the error is with your browser, the first step is to open a different browser other than the one you are using and try to load the URL. If it doesn't work, try using an incognito window on the browser. If it works, then the problem is with the browser otherwise, it is a media player problem.

If the video works on the other browser, then you will need to fix the issue. Chrome users can follow the below steps to fix the problem and remove the error and enable the video player to work properly:

Method 1: Keep your Google Chrome updated

If you are regularly facing the error while using the Chrome browser, chances are you do not have the updated version. JW player keeps updating its list of supported formats regularly. However, if you use an old and outdated Chrome version, it may not work correctly.

Usually, Chrome automatically downloads and runs the update itself when you close and open the browser again on your computer. If you have still had an update to make, you can manually run the update on your PC.

Open Chrome and click on the action menu (3-dot menu) on the top right-hand side.
If your version is old, you will see Update Google Chrome. Click on it.
After it is downloaded successfully, you can click on the Relaunch button, and Chrome will restart with the updated version running.

update google chrome

Method 2: Delete your cookies and cache

Once you update the Chrome browser, you should try to resolve the error by clearing cached data and cookies. The process is different on different devices. For a PC, follow the following steps.

Run Chrome and click on the 3-dot menu on the right top corner
Click on More tools and then click on Clear Browsing Data.
Then click on the Basic tab. A drop-down menu will come next to Time Range. Click on All Time
Click on the Cookies and other data and the Cached files and images. After selecting both of them, click on Clear Data to remove cached files and browser cookies.
After doing this, restart the Chrome browser and check if the error has been solved or not.

delete cookies and cache

Method 3: Disable Chrome extensions

Many chrome extensions can lead to the video player error. If you use extensions to safeguard online surfing, then the chances of the error increase. You can find out if your extensions are the cause behind the error.

Open Chrome and then open an Incognito Window. It helps you in private browsing as it does not record any history and disables all extensions unless you manually allow an extension to run. Run the URL which displayed the video player error.

Paste chrome://extension in the search bar that will show you a list of all the extensions. Disable each extension one by one and see if the video works at any time. You will know this way that which extension was causing the error, and you can remove it from your browser.

disable chrome extensions

Method 4: Change to default settings in Chrome

If all of the above methods fail to work, then try out one more method. You can change the Chrome settings to default, which will remove all the extensions or settings that may have caused the error. All the cookies, extensions, site data, etc. Follow these steps to reset Chrome.

Open Chrome and then click on the 3-dot action menu in the right top corner.
Click on Settings and then open Advanced. A drop-down menu will appear.
Scroll down the menu, and you will see Reset. Click it, confirm, and Chrome will get back to default settings.

rest chrome to default

Try the above methods to remove the error on your PC.

How to Fix the Error on Android?

There are many methods to tackle the error on PC. Similarly, you can try certain things to remove the error from your Android smartphone browsers. Try out the following methods, and you may solve the issue.

Method 1: Update your mobile browser to the latest version

Most of the android users use the Google Chrome browser on their phones. Just like PCs, you need to keep the browser updated for it to work best. The update takes place automatically on an Android phone when a new version is available, but Google Play Store may stop it.

If you are not connected to a Wi-Fi network, the download won’t be automatic. Use the following steps to download the update.

Open the Google Play Store
Click on My apps and games to see a list of all pending updates
Find the Chrome app icon and click on Update, which is right next to it.

update google chrome

Method 2: Delete cache and cookies

Follow the following steps to clear out caches and website cookies that may help in solving the error.

Launch Chrome on your Android smartphone and tap the action menu on the top right corner.
Click on Settings, then click on Privacy.
Keep scrolling down the menu and click on Clear Browsing Data.
Click on the Basic tab. Set the Time Range to the drop-down menu to All Time. Select the Cookies and site data and cached images and files. Then click on Clear data to delete it.

clear cache and cookies

How to Fix Error on iPhone?

iPhone users have also come up with the issue of error: Video cannot be played. Just like Android and PC users, even the iPhone's Safari browser faces this error while playing certain videos on certain websites.

The iPhone uses the Safari browser, and similar to the PC and Android users, you will have to follow certain methods if you want to tackle the error. It is always annoying when you can’t access some content you want to watch, so it is better to know how to remove the error.

Method 1: Delete cookies and web history

The process is almost the same for PC, Android, and Apple devices. Even for the iPhone, you will have to delete cached data, cookies, and browsing history. However, the execution is a bit different in the iPhone and its browser. You will need to do this to delete the cookies and web history:

Click on the Settings app on your iPhone menu.
Tap on the Safari app icon there.
Then click on clear history and website data.
Tap on Clear to confirm, and the data will be deleted.

clear cookies and history on iPhone

Method 2: Delete website data

Along with deleting the cookies and web history, you will also have to delete the existing website data. It is also a very easy process. Do it by following these steps:

Open the Settings app on your iPhone menu.
Click on the Safari app icon there.
Click on Website Data.

Now you can either remove all website data or select the websites whose data you want to remove. For this, click on Show all sites and then tap on Edit in the bottom right corner. You will see a red sign on the left side of the website. Click on this sign and then tap on Delete to remove the website data.

clear website data

Issue Is Still Not Resolved

If this does not resolve your issue, please send us an email at helpme@gabriellemoore.com including:

The email you used for the purchase
The name of the video you are unable to view
A screenshot of what you are experiencing
A detailed description of what you are experiencing so we can assist you better

We will get back to you within 24 hours (with the exception of weekends and holidays) to help you troubleshoot the problem.

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