1. Help Desk
  2. Troubleshooting

Why is the video not playing on a mobile device?

Tukios videos are optimized and built for mobile devices BUT if for some reason you aren't seeing them from your phone, it could be one of these scenarios.

  1. Previews - the live previews that are streamed as they are created are handled differently than the completed video. So when you get to the preview step of the video creation process, if you share that link with the family for their approval, it may not work on their mobile device.

  2. Mobile Websites - Some of the funeral website providers have mobile sites that are different from your regular full website. This is most commonly encountered with Batesville sites. The obituaries posted to your mobile site have many of the components of the obituary stripped out. The video falls into this category.

    If the person clicks on the link at the bottom of the page where they can access the Full-Site, it will then show the video, but the site will not be as easy to navigate from a small touch screen. 

  3. Data and Wifi connection - Sometimes, depending on the connection to the internet or their data plan, the video can load very slowly or not play at all. Have your families check if they are connected to the internet or if they have enough data to play the video. 

If you're having issues with mobile viewing aside from one of these three scenarios, please contact us so we can find a solution for you.


If you have any other questions, please feel free to email or call us.

support@tukios.com  |  801.682.4391