Playe infinite loading

Developers Stream
1

We have some users that are reporting that some videos don’t load.

We use the Manifest URL to load the video in VideoJS.
We tried with our customers to provide direct urls to the video:
https://watch.videodelivery.net/{uid}

But also in this case the issue is present.

In this last instance we found out that the issue is with WIND ISP in Italy.
User is connected with both WiFi and LTE (Same ISP) and is located in Bologna, IT.

Channgin ISP it works. So I’m assming something is wrong with the peering.
I can provide timestamps to search in logs, IP and the resource ID/IDs that are having issues.

2

We are still having such issues.
We moved from the videodelivery domain to the{customer}-.cloudflarestream.com.

While this fixes the issue for some of our customers others are starting to have issues.
We are considering to move to your iframe player but I don’t think this will solve the issue.

Me and my team cannot replicate the issues, we are in different locations around Italy.
So it seems that some servers might have corrupted chunk or something.

Each day we have at least a couple of complaints on our video courses, stating that the lessons are getting stuck. As average a course have 10 videos. So this issue is spread on more than a couple of videos.

Customers are using different devices, different ISP and are located in different cities of italy.
You have 3 datacenter in italy and we cannot track where a user is cnnected to pinpoint where the issue might be.

This is starting to annoy both our paying customers and our management.
Is there a way to have a direct support?

3

What’s the exact issue/behavior that your customers are reporting? I would not assume the issue is related to domain blocking.

1 Like
4

They are reporint that in the middle of playback video halst and loading start indefinetly.
As stated before me and my team cannot find a way to replicate the isses on our side. So we can only rely on the customer information relayed from the support team.

We are using VideoJS, but we are trying to convice some customer to help us with testing with direct links using your player. Unfortunatly its not easy.

For now looks like that re-uploading the video seems to fix the issue.