dash: Video File Not Found *URGENT*

Matt C. 7 years, 3 months ago

Hi Guys,

We have been using the plugin to great success for over a year now, but today we ran into an issue where some of the videos randomly stopped playing and started to display the error in the attached screenshot Dash: Video File not Found then a link to VimeoCDN.

We are using WP Rocket for Minification but are excluding the proper scripts per this document: https://foliovision.com/player/advanced/player-minify-plugins

We are using CloudFront to serve the videos behind a Membership Wall but it is properly configured per the instructions here: https://foliovision.com/player/video-hosting/serving-private-cloudfront

If it helps the second image I attached is an error message from the same video, just pointed at a different VimeoCDN URL.

The videos properly run for a few minutes and then sometimes hit us with that error, sometimes have no issues.

If you need any other info please let me know, any insight into this error is much appreciated.

Thanks!

-Simon

dash-video-file-not-found-pt-2
dash-Video-File-Not-Found

Viewing 19 replies - 1 through 19 (of 19 total)

Eduard 7 years ago

Hello Simon,

Thank you for reporting this. Could you please send us a link to the page where this issue can be seen?

Thanks,
Eduard

Matt C. 7 years ago

Hi Eduard,

The videos are hidden behind a paywall so I will have to get you setup with a login into the site.

Is there a way I can send you the information privately?

Thanks!

-Simon

Eduard 7 years ago

Hi Matt,

You can use https://revealit.me/ – it will create an encrypted message that can be opened only once and then will delete itself.

Thanks,
Eduard

Matt C. 7 years ago

Hi Eduard,

We were discussing the issue with Vimeo and it looks like it is a result of the way the Vimeo CDN works. I’m attaching their message here:

“I’ve spent some time testing this issue with our engineering team, and unfortunately we haven’t been able to replicate, even after multiple tries. Our engineering team suspects this may be related to the way FolioVision Pro player handles our CDN switching logic.
For background, we utilize multiple CDN’s for redundancy: if one CDN encounters an issue, or your connection favors a different CDN, we fall back to another one, which is what you noticed in the debug log. However, this has been the case for quite some time, so it’s strange to hear that this issue recently surfaced.”

Per their instructions I watched one of those videos with the JavaScript Error Console Open and we saw the errors in the attached image. As noted the ones in the box happened right when the video started, and the ones below it happened right when the video froze and we got the dash error.

We are using the latest version of FV Player Pro (0.8.26) and WP Rocket (although when this screenshot was taken WP Rocket JS Minification was turned off)

Any information on that would be appreciated, if you still need a login into the site please just let me know.

Thanks,

-Simon

Matt C. 7 years ago

Whoops here is that image.

Thanks!

Vimeo-Errors

Eduard 7 years ago

Hi Simon,

Thanks for the report in the console. The problem is indeed in the switching between various CDNs that Vimeo uses for serving the MPEG-Dash streams. We are already working on fixing this and I’ll let you know when it’s done.

Thanks,
Eduard

Matt C. 7 years ago

Hi Eduard,

Awesome glad to hear it!

Thanks for the info.

-Simon

Matt C. 7 years ago

Hey Eduard one more question,

Do you have any eta on this fix?

Our client is very anxious to get the videos working again.

Thanks!

-Simon
Eduard 7 years ago
Hi Simon,

We have released the fix for the Vimeo CDN switching in the latest update. Just upgrade the Pro plugin to version 0.8.27 and the MPEG-Dash streaming should work properly.

Just follow this process to check if it works correctly:
1. Play the video
2. You should be able to see “FV Player Pro: Preloading {video id} of video/fv-mp4 type” and “FV Player Pro: MPEG-DASH found!” in browser console
3. Now you can check m4s files in browser developer tool’s network tab. You will probably get these from skyfire.vimeocdn.com
4. If some segment fails to load 4 times you will see that in the nework tab and you will also see “FV Player Pro: MPEG-DASH error, retry 1!” on console
5. That means the fallback is activated and you should see “FV Player Pro: Preloading {video id} of video/fv-mp4 type” on console again
6. This time it will play the second MPEG-DASH stream – on the network tab you should see m4s files coming in from 45skyfiregce-vimeo.akamaized.net or something similar, but not skyfire.vimeo.cdn
7. If that also fails, you will see “FV Player Pro: MPEG-DASH error, retry 2!” and it will fallback to MP4 file as last resort
Please let us know if the fix worked.

Thanks,
Eduard
Eduard 7 years ago

Hi Simon,

I apologize, I forgot to add that you have to be in the Beta mode to make the fix work.

Thanks,
Eduard

Matt C. 7 years ago

Hi Eduard,

Thank you for all the help, that was working perfectly up until last night.

For some reason the videos broke again, however this time we aren’t getting the dash: error, the 3 dots just wiggle and the video never loads.

I’m attaching the console errors below for reference.

We turned on the Force iFrame as a temporary fix but we are not sure where to go from here.

Any information is much appreciated.

Thanks!

-Simon

Video-Settings
Broken-Video-Code

Eduard 7 years ago

Hi Simon,

Thank you for reporting this. Could you please try to test it again with the MPEG-Dash option turned off? Also, on which of our websites is this behaviour happening?

Thanks,
Eduard

Matt C. 7 years ago

Hi Eduard,

I tried that test but unfortunately that didn’t change the wiggling dots.

This is once again happening on Upswing Poker and you can see one of the videos here: https://www.upswingpoker.com/the-poker-lab/

The video is currently working as we are turning on the iFrame force whenever tests are not actively happening.

If there’s another test I can run please let me know, or if you need a login into the set I can get you setup.

Thanks!

-Simon

Sergio 7 years ago

With me happens the same videos dash hosted by the vimeo just carragam the three dots and do not play the video

Martin 7 years ago

Hello Matt,

I was able to embed your video https://vimeo.com/188190784 and get it to play. Our 24/7 monitoring didn’t detect any issue either.

Are you able to disable the iframe embedding now so that I can check the issue on your site? I’ll be in the office unitl 3 PM UTC time, but we can try at some other time as well, if we agree on it, like 7 or 8 PM UTC. Or do you have some staging site where it could be switched for a test?

Thanks,
Martin

Martin 7 years ago

Hello Matt and Sergio,

looking at the bug report by some other user I see the issue is caused by Cloudflare – it seems to be applying email protection to the JSON data for Vimeo video.

We are investigating how to prevent this.

Thanks,
Martin

Martin 7 years ago

Hello Matt and Sergio,

FV Player Pro 0.8.29 was released and it fixes the issue.

Since Cloudflare didn’t see the application/json content type on our Ajax requests it was treating it as HTML and putting in some code to hide email addresses.

Thanks,
Martin

Sergio T. 7 years ago

It’s working again well.
Thank you very much for the support

Matt C. 7 years ago

Hi Martin,

That plugin update seems to have done the trick.

Thanks for your help and the quick resolution!

-SImon