Smartwaiver Kiosk App Issue for Smartwaiver Forms – Pre-Waiver Videos Not Playing

Smartwaiver has resolved the issue affecting pre-waiver video playback in the Kiosk App. The issue was caused by YouTube changes that blocked video playback for third-party apps like the Kiosk App.

The fix: Smartwaiver has released a new built-in video upload tool. Videos are now uploaded directly to Smartwaiver and hosted through their own Vimeo account instead of YouTube, so they play reliably in the Kiosk App. This is the permanent solution and replaces the tablet URL / web browser workaround previously recommended.

You can read more about this new tool here: Smartwaiver's New Video Tool

What Rock Gym Pro customers should do: If your waiver form uses a YouTube video, we recommend switching to the new upload tool to avoid future playback interruptions. You can find setup steps here: Smartwaiver's New Video Tool

A few things to know before switching:

• No Vimeo account is required. Videos are stored in Smartwaiver's own Vimeo account.
• Existing YouTube videos may continue to work, but all new uploads must use the new tool.
• There's a 20 GB storage limit per account.
• Video playback requires an internet connection. If a device is offline when a waiver loads, the video is skipped and the waiver proceeds normally, whether the video is set to required or optional.

If you were using the web browser workaround: You can continue using it, but you no longer need to. Once you've switched your video to the new upload tool, the Kiosk App will work normally again.

Stay Updated: Visit and subscribe to Smartwaiver's Status Page for future updates: status.smartwaiver.com

The Smartwaiver team has sent out a status page update announcing an issue where pre-waiver videos on Smartwaiver forms may not play or may be skipped when viewed through the Smartwaiver Kiosk App. This does not affect video playback when Smartwaiver forms are opened in a web browser.

Their Development team is actively investigating. You can follow updates directly on their Status Page.

Recommended Workaround for Rock Gym Pro Customers: To ensure videos play correctly, we recommend using the tablet waiver URL in your device’s web browser instead of the Smartwaiver Kiosk app.

You can read more about generating that URL in Rock Gym Pro here: Creating the URL for an iPad Waiver Station form

Stay Updated: We encourage you to visit and subscribe to Smartwaiver's Status Page for further updates: status.smartwaiver.com