What is the shop or customer experiencing?

Product videos attached under products on the CommentSold dashboard are displaying as black screens and failing to play properly across multiple accounts on the shop's team (impacts 5 team members). The issue affects multiple products (e.g., SKU 288517 & 282979 ), where videos show a black screen on shop's end.

What is the expected behavior?

Uploaded product videos should load and play completely without rendering black screens or freezing.

What error messages are there? N/A

Did you replicate?

Yes On SKU 288517, one video failed to play on my end, and confirmed the video plays for ~2 seconds before stopping.

What settings were checked? Checked product media settings and Advised customer to clear browser cache and test in Incognito/Private mode (issue persisted).

Provide examples, SKU, order #, customer names, and screenshots where possible: Affected SKUs: 288517 and 282979 and more.