Hello,

Thanks for reaching out to us. Could you please share temporary administrator access to your Joomla backend? You can provide the credentials securely in the hidden content section. Also, please take a full backup of your site before we make any changes.

Once I have access, I’ll investigate further and see what’s causing the issue. Let me know once you’ve shared the details!

Best regards,

Hello,

I have provided the temporary administrator credentials securely in the hidden content section. Also, a full backup of the site has been taken successfully.

Please note that this website is multilingual with 3 languages (Arabic, English, and French). Each language has its own assigned default template style and its own homepage layout in SP Page Builder.

Please investigate why the videos (both horizontal and vertical) do not load or play directly on the homepage across all 3 language layouts using the template's article addons.

Thank you!

Hello,

You are using a override sp page builder addon. The file path is:

/templates/newsberg/sppagebuilder/addons/articles_thumb_slider/site.php

Please note that customizations are outside the scope of our support. We recommend hiring a developer to implement the desired functionality.

Thank you for your understanding.

Best Regards,

Hello Ziaul,

To prove that this is not a personal customization issue, I have performed a completely fresh, clean installation of the Newsberg template without a single line of modification or external override on a separate test directory here: https://vm-eg.com/2

As you can see, the exact same issue persists on the brand-new, untouched installation. The "Articles Layout / Thumb Slider" addon still fails to load or play the video from the article's Blog Media tab and shows a blank gray area instead.

This confirms 100% that the file /templates/newsberg/sppagebuilder/addons/articles_thumb_slider/site.php contains a native core bug/limitation shipped directly within your official template package, and it is absolutely NOT an "out-of-scope customization" done by me.

Since I am using your official, unmodified product and experiencing a core layout failure, this falls strictly under your support policy.

Please inspect the fresh installation link provided above, or escalate this ticket immediately to a senior developer to patch this bug in the template's native addon code.

Thank you, and I look forward to your quick action.

Best regards,

Please delete this override addon and use the Articles Scroller, which is the core addon of SP Page Builder, instead.

Please remove this folder:

JRoot/templates/newsberg/sppagebuilder/addons/articles_thumb_slider/

Thanks.

Hi Ziaul,

Are you seriously asking me to delete the "articles_thumb_slider" component from the Newsberg template? I bought this template specifically for this layout! The "articles_thumb_slider" is the main defining feature that distinguishes the Newsberg template from others. Switching to the generic "Articles Scroller" completely ruins the unique design and structure of the homepage that your product is advertised to provide.

Furthermore, it seems you haven't even noticed the core issue yet: the entire homepage is completely failing to render or load any media (neither images nor videos) through this addon.

Please understand that this is a brand-new, freshly downloaded template with zero modifications from my side. Since this is a native layout bug in your official clean package, please escalate this ticket immediately to the development team or a senior manager who can inspect the code in "site.php" and provide a proper functional patch.

Thank you.

Please note:

1. The fact that the issue appears immediately on a completely clean, fresh installation of your latest "Newsberg" template version proves beyond doubt that the bug is within the template package itself.

2. Furthermore, I followed your suggestion and tested the generic "Articles Scroller" instead, and the result was exactly the same: videos are still completely failing to load or play.

This confirms that the problem is a fundamental, native core bug in your template's media handling, not an override issue. Please escalate this ticket immediately to your development team for a proper code fix.

This override add-on was implemented based on this design. Therefore, you’ll need to implement the new features independently.

Thanks.

Hi Support Management / Forum Super User,

I am requesting an immediate escalation of this ticket to a senior developer or support manager. Agent Ziaul Kabir has completely failed to inspect the core issue, did not read my feedback, and is dismissing a clear product defect.

I have performed a completely fresh, clean installation of your official "Newsberg" template (downloaded just 2 days ago) on a clean directory running Joomla 6 here: https://vm-eg.com/2

Upon inspecting the native code of the clean package file at: /templates/newsberg/sppagebuilder/addons/articles_thumb_slider/site.php

Here is the absolute technical proof of your core package bug under Joomla 6:

1. In your latest native release, the developer completely stripped and omitted the video field handling logic from this addon! There is absolutely NO array or code block (such as $videoUrlFieldNames) implemented in this native file to fetch or render video URLs from Joomla 6’s core article system. It is entirely missing out-of-the-box.
2. Even your core SP Page Builder addon, the "Articles Scroller", is completely failing to fetch, play, or render videos across the Joomla 6 site.

This is a fundamental limitation and a broken package component shipped directly in your premium template, NOT an "out-of-scope customization" by the user.

I have already provided full administrator access to this clean Joomla 6 test site in the hidden content. Please have a senior developer review the native clean file, acknowledge this Joomla 6 core bug, and provide a functional code patch to support standard media fields rather than forcing me to fix your broken official release myself.

Thank you, and I look forward to a prompt resolution from the senior team.

Hello,

Thank you for the detailed explanation and for testing the issue on a fresh installation.

Regarding the autoplay behavior, please note that autoplay is intended for the slider itself, not for automatically playing the video content. This is an intentional part of the addon’s original design.

The placeholder image you are seeing comes form here, You need to set a featured image here: https://prnt.sc/-WgKikZiFmfs

However, I have made an improvement to the addon to enhance the video handling and overall behavior. Please replace the existing file with the attached file and check again. I hope this improvement will help resolve the issue.

After this, when you click on video icon, it will display video modal with video auto play.

Please let us know how it works after replacing the file.

Path: JRoot/templates/newsberg/sppagebuilder/addons/articles_thumb_slider/site.php

site.php.zip

Best regards,

Hi Ziaul,

Thank you so much for your excellent support and for delivering this great improvement! The video modal patch works flawlessly, and the lightbox playback is exactly what the site needed. I truly appreciate your dedication to resolving this issue.

As a fellow developer, I would like to share a quick technical note regarding "YouTube Shorts" links. Currently, the code looks for standard YouTube URLs, so if we use a Shorts link (e.g., ://youtube.com), it requires manual conversion to a standard watch link (watch?v=ID) to play correctly.

To avoid manual link fixing for every article, a quick server-side str_replace() can easily automate this inside the addon. However, since I am a web developer, I chose NOT to make this override customization myself, because if JoomShaper releases an official update for the Newsberg template in the future, it would overwrite my custom code and wipe out all my hard work, taking me back to square one.

I highly recommend that your development team includes this minor Shorts link conversion rule in your next official release so it becomes a standard feature out-of-the-box for all users.

You can now mark this ticket as resolved. Thank you once again for your fantastic assistance!

Best regards,

Hello,

Did you check this code?

private static function getYoutubeId($url)
{
    if (!$url) {
        return false;
    }
    preg_match('/(?:youtube(?:-nocookie)?\.com\/(?:[^\/\n\s]+\/\S+\/|(?:v|e(?:mbed)?|shorts)\/|\S*?[?&]v=)|youtu\.be\/)([a-zA-Z0-9_-]{11})/', $url, $m);
    return isset($m[1]) ? $m[1] : false;
}

Thanks