Video pauses/freezes randomly


We’re using the Cloudflare Stream player API and just did a test with 10 users playing an hour+ long video and noticed that the video freezes at random times for different users which I believe is related to choppy internet connection. Do you have any recommendations for having the video buffer or downgrade the quality instead of freezing completely?
Also, we have a larger event of 1000+ users watching at the same time in a couple of days, is Cloudflare automatically set up to handle this, or do we need to take action on our end?

Thanks again!

If @zaid or @renan are around, they’d probably want to know a video ID that’s giving you trouble. Or you can open a ticket and post the ticket number here so they can take a look.

To contact Cloudflare Customer Support, login & go to and select get more help. If you receive an automatic response that does not help you, please reply and indicate you need more help.

@zaid @renan


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You mention that you suspect this may be because of the user’s connection. Can you share any more context such as the kind of connection they have or any other patterns you notice in the users who have complained?

Also, can you share an example video id via email ([email protected])?

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Did this resolved. We stream a lot with cloudflare and we’re trying to reduce boxoffice support burden. This is one of our largest time sinks. Customer complains about freezes… doesn’t know how to do speed test or lower the quality…etc.

We’re using the iframe provided by cloudflare to play the videos. Very difficult problem to solve.

The hard-freezes occur because of poor re-transmission of the signals, the servers were not on a vLAN setup forcing signal to transmit over WAN and due to a lack of buffering (should had been done), you got no follow up and a fast drop, follow by continued video.

CF has their servers set pretty bad if you’re experiencing this. To explain it’s a pinch for pennies, poor setup and if the developers truly used the platform it’d not be an issue? :stuck_out_tongue:

Are you able to reproduce the issue your customers are complaining about?

We are working hard to be able to troubleshoot issues of this nature. One change we released is a shortcut to provide log data. If you are using the Stream player and press Shift+D, you’ll see a bunch of data that could be useful in determining the issue. I would suggest asking users who complain about this to share this data.

Feel free to reach out to me at zaid at Cloudflare if you have data you’d like to share privately.