2 videos prepared identically and posted to the same web page; one doesn't play on iPad/iPhone

[aku]

We have 2 videos prepared the exact same way, with H.264 codec, and uploaded to Brightcove.  All our recent videos we've posted have played fine on mobile devices, but of the 2 videos, posted on the same webpage, one doesn't play, displaying the message "The video you are trying to watch is a format not supported by the HTML video tag in this browser". 

Here is the webpage:

http://www.playbill.com/multimedia/video/4851.html

(note that the video loads and plays fine on desktop browsers).

We've re-exported the errant video from Final Cut Pro and done the regular subsequent uploading and embedding, but with the same result.  Does anyone know what's going on?

[aku · Accepted solution]

We have resolved this issue, working with Brightcove support via email. We followed the instructions below + we did the upload from a different computer/browser: ======= If this is not consistent my concern would be some sort of Flash caching issue in our Studio module that is not seeing the correct output settings. That is my best guess at this time, as this is not something that occurs regularly (Having one setting, but getting a different output) Can we try the following... http://www.macromedia.com/support/documentation/en/flashplayer/help/settings_manager07.html Go to this link and select "Delete All Sites" to clear your locally cached Flash files.  Then clear your web browsing history and cache as you normally would and restart your browser. Go back to Brightcove and login, select content for uploading and select the "Edit Settings" link in the Upload Manager. Make sure all output is set to H.264.  ======