Buffer runs empty, video stalls

Girish M. 5 years, 5 months ago

We are playing videos with several audio tracks, using the beta version of FV player pro.
Normally it used to work, but now we receive complaints from customers that their video starts ok, but stops after a few minutes, with empty buffer.
I did make sure that the beta version of FV player pro is being used on the website.
Any ideas?
Thank you for your time
Michael Gallmeier

Viewing 4 replies - 1 through 4 (of 4 total)

Girish M. 5 years ago

PS: We cannot reproduce the problem. The complaining customers (2 independent) are connecting from India. We are using Cloudfront.

Juraj Kacaba 5 years ago

Hello Girish,

Thanks for reaching out to us!

WE would recommend to also contact AWS support if the issue is local limited to India only it’s most probably on their side.

Also please ask those users to Network console in their browser and reproduce the issue. They should see some strange behaviour in the log.

Thanks,
Juraj

Martin 5 years ago

Hello Girish,

so you are streaming HLS through Cloudfront, is that correct? And the URLs are not set to expire after some time (URL signature), is that also correct?

Please ask your users in India what browsers they use. If it’s not Safari, then a HLS stream would play with HLS.js which already tries to load the missing segments 2 times if they fail to load the first time and it also tries different video qualities.

Please also ask if they were able to play the video after reloading the page.

Thanks,
Martin

Girish M. 5 years ago

Yes, we are streaming via Cloudfront.
Signed URLs / signed cookies are switched off.
I instructed the users not to use Safari.
Also I instructed them to try the following first aid measures:
– reload page
– switch off antivirus software
– restart computer
– make sure to use an up to date Windows

More details will come as I receive them.
:)

Viewing 4 replies - 1 through 4 (of 4 total)