Helpdesk Mock Scenario: Firefox Video Playback Issue

Customer Report

“Hi, I can log in and see the video library, but when I try to play any video on Firefox, it just stays loading forever. On Chrome it works perfectly. I cleared my cache and cookies but still no luck.”

Agent Response – Step 1: Gather Browser Info

“Thanks for reporting this. Can you please tell me your Firefox version and operating system?”

“Firefox 110.0 on Windows 10.”

Agent Response – Step 2: Replicate Issue

Steps:

1. Download Firefox 110 from Mozilla archive: https://ftp.mozilla.org/pub/firefox/releases/
2. Use a separate profile to avoid affecting main browser:
   firefox.exe -P "Firefox110Profile"
3. Open the site and try to play a video.

Agent Response – Step 3: Check Browser Capabilities

Use DevTools Console:

const v = document.createElement("video");
["video/mp4; codecs='avc1.42E01E, mp4a.40.2'",
 "video/webm; codecs='vp8, vorbis'",
 "video/webm; codecs='vp9, opus'"]
.forEach(type => console.log(type, "=>", v.canPlayType(type)));

Likely outcome: Firefox 110 may not support the format the site delivers.

Agent Response – Step 4: Check Network/Playback

1. Open Network tab → filter by 'media'
2. Attempt playback → look for failed requests or CORS errors
3. Console test:
   const videoTest = document.createElement("video");
   videoTest.src = "https://example.com/test.mp4";
   videoTest.play().catch(e => console.error("Playback failed:", e));

Ticket Workflow

• Open: Customer reports video not playing in Firefox.
• Waiting on Customer: Ask for Firefox version + OS.
• Pending: Agent replicates issue in same version, finds unsupported video format. Escalates to dev team.
• Resolved: Devs add compatible video format. Agent notifies customer.
• Closed: Customer confirms playback works in Firefox 110.

Key Notes for Agents

• Always ask for browser + version + OS first.
• Use archived builds or separate profiles to replicate.
• Playback issues are usually codec/format related, not network-only.
• Keep track of ticket statuses exactly: Open → Waiting → Pending → Resolved → Closed.