HUB performance issues caused by product background videos

If players report glitches, stuttering, or slow loading while navigating the HUB, one possible cause is product background videos.

We confirmed that older or weaker devices can run into performance problems when multiple product background videos are loaded and played at the same time. This can lead to UI glitches and loading issues inside the HUB.

Cause

Previously, the HUB could try to load and play all product background videos at once. Devices with limited performance may not be able to handle several concurrent videos smoothly.

Resolution

The HUB behavior was updated so that only the background video for the item currently visible on screen plays. Other item videos do not load and play simultaneously.

This change keeps the videos in place while reducing performance impact on older devices.

Scope

This is a HUB-level improvement, not a game-specific change. Once released, it applies automatically across all HUBs.

Support guidance

If a customer asks whether recently uploaded background videos could be causing HUB navigation glitches or loading problems, it is appropriate to confirm that they can be the cause on older or weaker devices. You can also explain that the fix is to play only the currently visible item's video instead of all product videos at once.