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Troubleshooting ReelFlow Installation

Things to to check if Player installation isn't working.

Looking to Install ReelFlow? You can find the Quick Start Guide to installing ReelFlow here. 

If you have problems getting the Player to appear on your website, please check the following:

The Player doesn’t appear on Preview or when you view the page: 
  • If your website has a Content Security Policy enforced (CSP) you may find you need to ask your IT team to permit media connections from *.reelflow.com (media-src 'self' *.reelflow.com ). For more information, contact our support team.

The Player shows a black screen after you interact with it:

  • If the Player only shows a black rectangle where the video should be, please check the Workspace URL (in ↗️ Workspace Settings) exactly matches the URL of the website you have added it to. example.com and www.example.com are considered the same URL, but site.example.com and www.example.com are not and will require seperate ReelFlow Workspaces.

Problems when the Install Code has been added via Google Tag Manager

  • If you have installed the code via Google Tag Manager, be aware that some browsers (like Safari in Private Browsing mode) will block any scripts including ReelFlow as a consequence of it’s privacy controls. We would instead recommend Installing using the HTML code.
  • Ensure you have followed every step correctly, Google Tag Manager requires specific settings to be set in Google's interface. Check the steps in the Quick Start Install Guide.

Problems when the Install Code is added to Wordpress

  • If you have added the ReelFlow Install Code to a Wordpress website and are using a minimization, caching or compression plugin, this can affect the script and may prevent the ReelFlow Player operating correctly. Please add it directly to the head of the HTML: Installing on a Wordpress website

Still having trouble? Contact us