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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