What is the name of the domain?
www.updental.es
What is the error number?
There is no visible error code. The video simply stops playing and the user is redirected back to the homepage after 8 to 10 minutes of playback. This happens without any error message on screen.
What is the error message?
No error message is shown. The user is just redirected to the homepage during video playback.
What is the issue you’re encountering
Hi there, We are experiencing a recurring issue on our website with videos hosted on Cloudflare (using Stream or serving through the CDN). Several users have reported that when watching a video, playback is interrupted after about 8 to 10 minutes, and they are automatically redirected to the homepage. This makes it impossible for them to watch the full video. The issue has been reported by many users, and we noticed that most of them are using Apple devices (iPhone or Mac). However, we have tried to replicate the problem ourselves using similar devices, and it does not occur for us. We are unsure whether this is an issue related to Cloudflare, video configuration, or maybe some specific settings on certain devices or browsers. Our internal team hasn’t been able to reproduce the issue, which makes it even harder to investigate. Has anyone experienced anything similar or have any idea what might be causing this behavior? We would really appreciate any insight or suggestions. Thank you!
What steps have you taken to resolve the issue?
We have tried to replicate the issue internally using various devices, including iPhones and Macs, but we have not been able to reproduce the problem ourselves. We also checked our video player integration and did not find any obvious issues in the code. Additionally, we verified that our sessions and cookies are properly configured. Since the issue only seems to affect some users and not others, we suspect it may be related to how Cloudflare handles the stream or caching for certain devices or connections.
What are the steps to reproduce the issue?
The issue cannot be consistently reproduced on our side. However, affected users open the site on an Apple device, start watching a Cloudflare-hosted video, and after 8–10 minutes, playback stops and they are redirected to the homepage. This happens every time for them.
