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I have a user who just started getting this error when trying to view videos: “html5: video loading aborted Please reload the page and try again error”. He has cleared his cookies and has updated Microsoft Edge and Chrome browser. He has Windows 10 and it is up to date. Please help!
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Hello Sherri,
Could you please setup an easy to access test page where we can check the issue?
Thanks,
Martin
Through further research it appears this problem began after the latest plug in update was done on our website on or about January 9th. Please help.
The videos are on a website that is accessible by members only with log in credentials. I have created a page with a test example.
(redacted)
Hello Sherri,
I see it’s an MP4 video hosted on AWS S3.
Please ask the user to open this link: https://communitycoaching.s3.us-east-1.amazonaws.com/
It’s the address of your AWS S3 buckey. He should see the following error:
<Error> <Code>AccessDenied</Code> <Message>Access Denied</Message> <RequestId>QG9P7WPQRD9562XA</RequestId> <HostId>84mCoBI9uSRhGzP5s9sODXjKgtPJwkrGuUswW3AjI58ke6bHTZlTFXswZpVWtdNJKJQArNWWlyI=</HostId> </Error>I wonder if something stops him from accessing that AWS S3 bucket at all. Perhaps he will get some other error message that will help troubleshooting this or the request will time out. It could happen if there are internet routing issues between the user location and your S3 bucket.
Setting up Cloudfront for your S3 might be a way of fixing this as it means users would be then playing your videos via the AWS Cloudfront CDN which are located around the world.
You could be also using some other CDN which supports pulling files from AWS S3 as Cloudfront is expensive.
Thanks,
Martin
Please see the attached image.
Honestly I still feel this issue has to do with the plug in update that was made at the beginning of January since that is when the issue began and nothing else has changed.
It affects ALL the videos from the Windows 10 computer he his using but not the Windows 11 computer.
I have asked if he would consider upgrading to Windows 11 to see if that might help. From what I have seen it maybe free to upgrade.
More help would be greatly appreciated.
Hello Sherri,
You posted an image – is that what the client saw when he opened https://communitycoaching.s3.us-east-1.amazonaws.com/ directly?
That would suggest it’s not a networking issue.
Is your user running into the same issue if he tries to install a new browser like Opera? I wonder if this could be caused by some browser extension in one of his browsers.
Thanks,
Martin
Hello Martin, Yes as you had instructed according to the user.
I will ask the user to try to install a new browser.
I now have a second report from a user of the same issue. He is using a powerful newer computer with Windows 11. So it could possibly be a browser extension I suppose.
Any additional thoughts or suggestions would be greatly appreciated.
Hello Sherri,
Do you have a shorter video where your users could test the playback?
I see this video is 1 hour and 3 minutes long and I wonder if that could cause some issues. Although it really shouldn’t. But since https://communitycoaching.s3.us-east-1.amazonaws.com/ loads fine for your users it seems it’s not a networking issue.
I checked the file encoding and there’s nothing special about it.
Are your users able to play the video here? https://foliovision.com/player/demos/bunnycdn-hosting
Thanks,
Martin
It appears my users have both identified their security app as the culprit. Nord VPN seems to be blocking the videos. It seems the mystery is solved…for now…
Hello Sherri,
Thank you for the update.
Nord VPN might be flagging the whole s3.us-east-1.amazonaws.com as a unsafe domain if it was used by some malware in the past.
Thanks,
Martin
