When using Hyland as the Video provider (used with Jive On-premise and Hosted instances), the user doesn't see the play button for any video. Instead, the user sees the default video thumbnail image and can't play the video as a result.
This occurs due to the player profile issue and you can raise a support ticket to have it resolved.
For support agents
This issue occurs when the customer's library in the Twistage Media Console is set to use
flowplayer. In order to resolve this, please change the profile to use
jwplayer v7 instead. The change doesn't require a restart to take effect but the customer may need to clear browser's cache and cookies in some situations.
You can use the steps listed in Changing the Video Player Platform in Jive Media Console Profile Settings to change the player.