How to show vertical videos instead of horizontal one

Hi @vishakhanehe,

We tried to reproduce the issue at our end and on changing the media sizes from Media Size settings both Single Player and Activity Player the video sizes are getting changed accordingly.

Can you please try with default WordPress theme once? If you still face issue share visual for same.

Regards,
Pooja

Hi @pooja1210,

I changed the size i.e. 1280×720 for Vertical Videos but there is no impact on the platform, Videos are still looking in horizontal ones only.

Sharing both the screenshot with you. Please check.
1. https://ibb.co/nLGW2tc

2. https://ibb.co/9Tx8Rsq

Hope to hear soon from you.

Hi @pooja1210,

Did you check the screenshots which I shared with you?

Hi @vishakhanehe,

Yes checked the screenshots and we are debugging the issue.

We will get back to you soon.

Hi @pooja1210, Hope to hear from you soon.

Hi @pooja1210,
Is there any update?

Hi @vishakhanehe,

We tried to debug the issue but we are not able to replicate the issue you are facing.

Hi @pooja1210,

Do you want me to share my stagging site access with you?
If Yes, Let me know where to send the access as I can not share the access here.

Thanks,

Hi @vishakhanehe,

If possible please do share the staging site credentials on our support portal here https://rtmedia.io/support

Please share the admin access were in we can login and debug what’s causing the issue.

Regards,
Pooja

Hi @pooja1210,

Shared access at https://rtmedia.io/support

Looking for an early response.

Hi @pooja1210,

Please let me know if you have any update on this.

Thanks!

Hi @vishakhanehe,

We logged-in to your site and checked that the media sizes are not changing because of the Beehive theme.

The theme is causing the conflict. We checked with default WordPress theme and its working as expected.

Can you please check the same? If the theme is causing the conflict then you might need to contact the theme author.

I hope you understand.

We have added follow-up for same on the ticket created on https://rtmedia.io/support portal as well.

Regards,
Pooja

@pooja1210
While I know you have the best of intentions, it’s forum policy that you not ask users for admin or server access. Users on the forums aren’t your customers, they’re your open source collaborators, and requesting that kind of access can put you and them at high risk.

If they are paying customers (such as people who bought a premium service/product from you) then by all means, direct them to your official customer support system. But in all other cases, you need to help them here on the forums.

Thankfully are other ways to get information you need:

• Ask the user to install the Health Check plugin and get the data that way.
• Ask for a link to the https://pastebin.com/ or https://gist.github.com log of the user’s web server error log.
• Ask the user to create and post a link to their phpinfo(); output.
• Walk the user through enabling WP_DEBUG and how to log that output to a file and how to share that file.
• Walk the user through basic troubleshooting steps such and disabling all other plugins, clear their cache and cookies and try again (the Health Check plugin can do this without impacting any site vistors).
• Ask the user for the step-by-step directions on how they can reproduce the problem.

You get the idea.

We know volunteer support is not easy, and this guideline can feel needlessly restrictive. It’s actually there to protect you as much as end users. Should their site be hacked or have any issues after you accessed it, you could be held legally liable for damages. In addition, it’s difficult for end users to know the difference between helpful developers and people with malicious intentions. Because of that, we rely on plugin developers and long-standing volunteers (like you) to help us and uphold this particular guideline.

When you help users here and in public, you also help the next person with the same problem. They’ll be able to read the debugging and solution and educate themselves. That’s how we get the next generation of developers.

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