Store videos (game trailers) not playing

[Alitari]

Good day.

Not sure exactly when this started as a problem, but I discovered it only recently (AFAIK it was working at least a month ago; no changes in hardware in that time).

Using the Steam client, when I open the store page for a particular product, the video will not play. No audio, no video. It will briefly show the splash screen in low res, with a video length of 0:00/0:00. Then it will go black. The static images (beside the video) show.

Using Chrome, when I open the store page for a particular product, there are no problems.

It doesn't matter what game it is, the videos are not showing in the Steam client.

I have updated my video drivers.
I have turned off Steam > Settings > Interface > Enable smooth scrolling / Enable GPU accelerated rendering / Enable hardware video decoding
I have deleted the Steam/appcache
I have cleared the Steam download cache (Steam > Settings > Downloads > Clear Download Cache)
I have checked for Steam updates (Steam > Check for Steam Client Updates) (none)
I have checked for Windows updates (none)
I have downloaded a new version of Steam and installed it over the existing install
I have deleted the C:\Program Files (x86)\Steam folder and reinstalled it
I have restarted my computer after each of the major steps (like updating drivers, deleting caches, etc.)

And yet the problem persists.

Videos in the Community tab play alright (steamcommunity.com) through the Steam client.
I have plenty of space left on my hard drives (including C:) (several GB's at least)

Any assistance would be appreciated.

[Sveervoox]

Same issue.

[Mizuki 水城 泰士]

Messaggio originale di Sveervoox:

Same issue.

Did you try what I suggested?

[X-WINGS-X]

Messaggio originale di statmanx:

To Fix
go to Steam at top of screen next to View
then Settings
then Inter Face
Then Client Beta
do Steam Beta Update
That should fix

that works! thx mate

[Iceira]

@水城 泰士Mizuki-san

If you are saying you had to disable video decoding then it work then there is 2 diffrent issue here.

old IGPU with main card ( might also be part of the problem this was there even before steam update.
+Enable/Disable GPU Accelerated rendering in Steam web view
this is in steam settings interface menu


this is well know by most helper here, and not releated with steam beta client issue. ( afaik )

and now this beta client issue, it work for some not all.

[Glattshaved]

Having the same issue here. Just a black screen in any gamestore videos/trailers.

Switching to beta version seemed to fix it however temporarily.

[respwn]

Same here. And my friend also has the same problem on a different PC.

[Zombra]

Weird. I have the exact opposite problem. Steam client works fine, but for me Steam Store videos no longer work in Chrome.

[Kirkpad]

Not sure how half the suggestions here are going to work on the Steam Mobile App for android. Can't watch trailers in the official app, which tells me something is wrong on their end. No way to disable/enable hardware acceleration, no way to opt into beta, in the steam mobile app.

[Iceira]

Messaggio originale di Kirkpad:

Not sure how half the suggestions here are going to work on the Steam Mobile App for android. Can't watch trailers in the official app, which tells me something is wrong on their end. No way to disable/enable hardware acceleration, no way to opt into beta, in the steam mobile app.

Maybe you should check steam installer , there is no support to andriod and apple

Its still only MS mac linux and linuxOS.

reason why i reply because soon all think they do. ( no logo when they do not )
and technicaly i doubt you even are skilled enough just because you have a mobil.

How do i know this, because seen so many times remote device and app that dont work then it get a update.

and be happy you get a reply, because most here do not have multi platfrom support or have work with such here,

and we are back at this is pc users here.

i will go that fare and say odds are slim you find mobil expert here, and also raise the issue , who said they will tell they are, because users will be friend them, and i doubt they will help at all then they will play pc games here.

That day steam might support such device can also be the end of steam.
junk games from remote device, im sure of this. ppl forget android and apple store here on steam maybe, NO THANKS, and i cant be the only one that SAY HELL NO.

[FriendCalledFive]

Messaggio originale di Iceira:

Messaggio originale di Kirkpad:

Not sure how half the suggestions here are going to work on the Steam Mobile App for android. Can't watch trailers in the official app, which tells me something is wrong on their end. No way to disable/enable hardware acceleration, no way to opt into beta, in the steam mobile app.

Maybe you should check steam installer , there is no support to andriod and apple

Its still only MS mac linux and linuxOS.

reason why i reply because soon all think they do. ( no logo when they do not )
and technicaly i doubt you even are skilled enough just because you have a mobil.

How do i know this, because seen so many times remote device and app that dont work then it get a update.

and be happy you get a reply, because most here do not have multi platfrom support or have work with such here,

and we are back at this is pc users here.

i will go that fare and say odds are slim you find mobil expert here, and also raise the issue , who said they will tell they are, because users will be friend them, and i doubt they will help at all then they will play pc games here.

That day steam might support such device can also be the end of steam.
junk games from remote device, im sure of this. ppl forget android and apple store here on steam maybe, NO THANKS, and i cant be the only one that SAY HELL NO.

Knowing that the mobile app is having the same problem for some users points to the fact it is a backend issue, not a client issue so it is useful and relevant feedback.

Getting all gatekeepery over platforms isn't helping the situation.

[Iceira]

Messaggio originale di FriendCalledFive:

Messaggio originale di Iceira:

Maybe you should check steam installer , there is no support to andriod and apple

Its still only MS mac linux and linuxOS.

reason why i reply because soon all think they do. ( no logo when they do not )
and technicaly i doubt you even are skilled enough just because you have a mobil.

How do i know this, because seen so many times remote device and app that dont work then it get a update.

and be happy you get a reply, because most here do not have multi platfrom support or have work with such here,

and we are back at this is pc users here.

i will go that fare and say odds are slim you find mobil expert here, and also raise the issue , who said they will tell they are, because users will be friend them, and i doubt they will help at all then they will play pc games here.

That day steam might support such device can also be the end of steam.
junk games from remote device, im sure of this. ppl forget android and apple store here on steam maybe, NO THANKS, and i cant be the only one that SAY HELL NO.

Knowing that the mobile app is having the same problem for some users points to the fact it is a backend issue, not a client issue so it is useful and relevant feedback.

Getting all gatekeepery over platforms isn't helping the situation.

You have no proof other then make point with something you cant confirm,
i have seen tablet and mobil fail, with own device issue. and we are not going to offer support to device outside steam support OS.

if you have worked with remote device you will not say what you just did, this is fact.
also confirm you have not worked with remote device and things that go wrong here.

im not after remoter device, but i doubt you know what other technician have seen on dayli issue with them.

pll with work remote device, i bet have seen alot of issue with them, and most of the time they need a IT-support to help them, so things with whats wrong aient that simple.
and dont it end there, then steam official dont support such devices.

[Karl Van Zandt]

Same issue here, black screen when loading store videos since around two weeks.

Fixes for the steam client don't satisfy me as I don't use the app at all except to launch games.
I always use steam website navigating with Chrome.

[Iceira]

Messaggio originale di Karl Van Zandt:

Same issue here, black screen when loading store videos since around two weeks.

Fixes for the steam client don't satisfy me as I don't use the app at all except to launch games.
I always use steam website navigating with Chrome.

Other Browser the n you need to clear cache to make sure its not that,
and you will need to make steam ticket, with it and explan you use own browser, dont expect all other user has make ticket, they might do same mistake and think you did.

ps.
Also your job to test with Firefox or MS EDGE, because if this is a chrome issue.
then stem is not going to fix it.

Pretty sure you dont need other steam user input with i dont have a issue with Firefox or MS edge right now.
( dont make that mistake not test all 3 top dogs browser, its seen before one has a issue and they other dont. ) require you have been a windows user over the many years.
even your own plug-ins + extension can effect own browser.

And also turn it around what if chrome has a issue, then you can wait in longtime steam is not going to fix chrome own issue. ( and also why i wrote like this, we assume its a steam issue only, but gl with that, also why you test for this with the other 2 top dogs thirdpart browser. ( you try ruleout its not 1 browser or your pc that has a security issue or blocking it.

And we are still back at few steam users get effect by this.( but with what. )

[Kirkpad]

Messaggio originale di FriendCalledFive:

Messaggio originale di Iceira:

Lots of words.

Knowing that the mobile app is having the same problem for some users points to the fact it is a backend issue, not a client issue so it is useful and relevant feedback.

Getting all gatekeepery over platforms isn't helping the situation.

Thank you for your intelligent reply. Not even going to engage with that person.

[Iceira]

Messaggio originale di Kirkpad:

Messaggio originale di FriendCalledFive:

Knowing that the mobile app is having the same problem for some users points to the fact it is a backend issue, not a client issue so it is useful and relevant feedback.

Getting all gatekeepery over platforms isn't helping the situation.

Thank you for your intelligent reply. Not even going to engage with that person.

Ask yourself this, work for all other user, or there will be a million steam user here.
steam has 250 millins to 350 million active user every day, they are not here and they dont seem to have a issue.

You dont think steam not know this, its over a 2-2week's now and you still think steam is responsible, gl with that , make steam ticket then.

alot of -words here in what steam shall fix, not going to happend here. they will only fix own app not chrome browser or if you have app or cache issue on mobil. this is fact.

i doubt steam will give advice to tablet and mobil issue.

steam will not give advice to androd unit.
steam is for pc not android mobil supporter

gl wait for steam to fix what happend at your phone ( not going to happend ever ) Other Brand product, thats not possible.