Video Playback (app) Will Only Play Once

[KachinaShadow]

New video playback issue on the app...

While the app playback hesitation/stutter issue still remains, there's now a new problem with playback on the app...it only allows you to play the video one time, after that tapping the play button does nothing. The only way to play the video a second time is to go back and select the thumbnail then play it again...but it still plays only one time.

It used to be, with the original hesitation/stutter issue, that when the entire video had played you could then tap the play button again and again (without going back to the thumbnail) and it would play smoothly.

Looks like trying to fix the hesitation/stutter issue has now created an additional issue.

[BrookeN]

I have sent this to our development team to look into. Since we are unable to get the logs to work, do you mind sending a short video of the behavior you are seeing?

[KachinaShadow]

@BrookeN 

I thought it would be better to use a camera instead of a screenshot so you could see me pressing the play button multiple times. You'll have to excuse the quality as I was trying to hold & aim the camera which was also blocking my view of the button and back arrow. Let me know if you are able to view the link.

https://www.amazon.com/photos/shared/Zvdijwr0TDmTskdctqqQrA.JexPTbX3flhe_RM2JH8ioU

You'll also see that the videos still have the playback hesitation/stutter issue that Jeff was working on, although it doesn't show as well as an actual screenshot would.

Paul

[BrookeN]

Thank you for sending that video. Can you check to see if there is any updates and if you are still seeing the same behavior today?

[KachinaShadow]

@BrookeN 

Hi Brooke,

Exact same behavior and no updates.

App version - 6.4.5.6040502   09/24/2025
Ultra 2 firmware - 1.070.54.0_3_14be8bc

[BrookeN]

You should be seeing an update within the next few days.. It will fix the behavior you are seeing. 

[KachinaShadow]

@BrookeN 

I'll look for it and let you know  😁

[BrookeN]

@KachinaShadow did you receive that update?

[KachinaShadow]

@BrookeN 

Negative...no update yet

[KachinaShadow]

@BrookeN 

Hi Brooke.

Still no app update...last update - 6.4.5.6040502   09/24/2025

[KachinaShadow]

@BrookeN 
No update yet.

[KachinaShadow · Accepted solution]

@BrookeN 

Got the update and video playback issue seems to be resolved (plays smoothly) 😁

[BrookeN]

Thank you for the update! Yay, glad it is now resolved for you. 

[KachinaShadow]

@BrookeN 

Today, while testing the "routines" from the other post, I found that the videos are once again hesitating and jerky...even the few that I checked prior to posting the earlier message that they were now smooth.

Same thing happened last time they fixed this issue but that time it lasted a couple of days before going back.

[BrookeN]

I will let Jeff know. I am not sure why yours is showing as jerky as you are the only user still reporting this. 

[KachinaShadow]

@BrookeN 

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@BrookeN wrote:

I will let Jeff know. I am not sure why yours is showing as jerky as you are the only user still reporting this. 

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Thanks Brooke...I guess I'm just special 😉😁

I'll keep you posted if anything changes

Paul

[BrookeN]

Sounds good, thank you. 

[KachinaShadow]

@BrookeN 

I just realized that I didn't go back and re-read this thread before answering your question.

Yes, the issue of only being able to play a video on the app only once (which was the actual topic of this thread) was resolved by the firmware update but for some reason I had it in my head that this thread was about the jerky/hesitating playback issue that Jeff was working on, which hasn't been resolved.

Sorry for the misleading answer...guess I should have at least two cups of coffee before looking at this stuff 😉

Paul

[BrookeN]

@KachinaShadow sounds like we are getting there. I did let them know you are still seeing the jerky behavior. I do not have any updates as of yet.