Hi
We’ve been embedding our hubspot native videos and have recently found all the thumbnails (poster images) have disappeared.
example code:
{% video_player "embed_player" overrideable=False, type='scriptV4', hide_playlist=True, viral_sharing=False, embed_button=False, autoplay=False, hidden_controls=False, loop=False, muted=False, full_width=False, width='1280', height='720', player_id='82998753042' %}
Can anyone point us inthe right direction to retrieving them?
Thanks!
Hey @DM2 ,
Is the video still active in your hubspot portal, and are you able to test if the embedded code works on an isolated page? Is all traffic is routed through HTTPS?
Were there any changes done to the CDN or server side that might result in some cache issues? if so you can do a hard refresh on the browser using (cmd + Shift + R) on mac and (ctrl + shift + R) on pc.
You could troubleshoot this further by using your browser development tools and inspecting any error messages in the console.
Hope this helps!
Moderator note: While this solution may not address the original poster’s specific situation, it could be helpful for other community members facing similar challenges.
Thanks for your response @alee303 yes the video is still working, it’s just that the thumbnails are all black.
On inspecting I can see what the problem is but don’t kow how to fix it:
The thumbnails are there but they have a trailing slash which is throwing a 404, see example below which has this at the end
/
length=1920 :
https://744854.fs1.hubspotusercontent-na1.net/hub/744854/hubfs/custom-video-thumbnails/10%20Reasons%20Why%20BPM%20is%20Important%20for%20Business%20Improvement-thumb-1.jpeg/length=1920
Would you know where this is coming from? Everything was working fine in the past!
Thanks
Hi @DM2 and thank you so much for following up!
- Are you using any custom code that might be affecting the thumbnail URLs?
- Could you take a look and see if there have been any recent changes to your templates or modules?
- Is this happening across multiple videos that used to work as expected?
Let’s invite our wonderful experts for their insights: Hi @MichaelMa, @alee303 and @Anton do you have any tips or suggestions for @DM2, please?
Thanks again, and wishing you a fantastic day!
Bérangère
Hi there
No custom code, just a straight dropping of the video embed code in to the page via a simple module.
Yes all the the thumbnails were present up until recently (no updats were made to the page).
I just tried creating a blank page and dropping the embed code in to a rich text area and I get the same result of a black video:
It plays, but no thumbnail present.
Hi @DM2 and thank you for getting back to us!
Since the thumbnails were displaying correctly before and are now showing black screens (even though the videos still play), this is a strange behavior.
I’d recommend reaching out to HubSpot Technical Support, they’re included with your subscription and can offer real-time assistance, even through a screenshare if needed.
I hope this gets resolved for you quickly!
Thanks again,
Bérangère
I never got to the bottom of why this had happened but the fix is to go in to every video and reset the thumbnail (even though it was already defined). There’s clearly a bug here @BérangèreL but at least I have a workaround now.
Hi @DM2 and glad to hear the issue was resolved!
If it happens again, please reopen the support ticket and share a link to any broken video or thumbnail.
That will help the team investigate right away. Thanks for keeping us in the loop!
Enjoy the weekend! 
Bérangère
Hey @DM2 !
Apologies for the late response, as it’s been a busy holiday season in my area! the status code of
404
you encountered in an earlier comment usually indicates that the resource could not be found (That resource can be anything from images, or files, etc..).
Some possible root cause analysis on this issue could be that:
If you can replicate the issue, I’d recommend documenting the procedure and providing the steps to Technical Support to confirm whether it is a bug or not.
Hope this helps!
Moderator note: While this solution may not address the original poster’s specific situation, it could be helpful for other community members facing similar challenges.
