Video not Playing or Only Part of

[Rob1den]

Any thoughts out there why I would be having problems in having video playing or not fully loading. I have had 3 other people try this video

http://www.rdpicsandvideo.com/gallery/5769741_RDVQD/1/357534524_mjw9i/Large

with no success or only partial download 2min 16sec and stop.

Is there a problem with the servers or is it another issues I can fix from my end .

Question 2 is what is the best file format to download (yes tried h.264 ) though file size as the above question has been a regular issue on the large file type.

Should this be happening.

Thanks Robert

[peestandingup]

I also believe this is some underlying issue that needs addressed. I've had a couple people tell me the exact same thing over the months. Video only loads/stops halfway through.

[docwalker]

Can you give me some more details?

I tried your video from my home cable connection and the video plays fine for me.

What type of connection are you using? PC or Mac? Browser/version?

Does the status bar fully load when it stops? Or does it just die? Can you try pausing the video and let it fully upload and then play it to see if it stops the same way?

My parents computer does this with Youtube as well as Smugmug and it is annoying. But, I know for a fact their problem is related the computer processing power as well as video card.

[RustyB]

Can you give me some more details?

I tried your video from my home cable connection and the video plays fine for me.

What type of connection are you using? PC or Mac? Browser/version?

Does the status bar fully load when it stops? Or does it just die? Can you try pausing the video and let it fully upload and then play it to see if it stops the same way?

My parents computer does this with Youtube as well as Smugmug and it is annoying. But, I know for a fact their problem is related the computer processing power as well as video card.



At some point yesterday, my videos started taking a LONG time to buffer/download. This happens periodically, and sometimes they won't play at all...they just show a black screen. My videos are at: http://rustybryce.smugmug.com/Wedding%20Movies


I tried Robert's video above, and I have the same problem.


Granted, my videos are usually pretty long, up to 10 minutes, but usually they only take a few seconds to buffer/start playing.

I get the same results on 3 different computers/2 different internet connections (same cable company/apartment building, however). Buffering takes forever to start, if at all, and then progresses slowly, albeit doesn't seem to die in the middle of a buffer.

All are PC's, running Windows XP, IE. Youtube videos buffer/play just fine. I figured it's just busy servers at SmugMug, since it is intermittent, but I guess it could be Comcast.

Thanks for any suggestions!

[docwalker]

Ug.... You just said the 7 letter word to me. Comcast. That is my provider. I have been without internet service 4 times in the last 2 days and it is driving me nuts. It is VERY possible that your problem is related to the Comcast connection. Periodically I see them slow to a crawl and there is NOTHING you can do to fix it. I have restarted everything on my network to make sure it is not on my end.

Running Speed Tests and Line Quality Tests for me reveals a bog down in Northern Virginia.

Can I get you folks to try running a few tests for me?

Speed test is pretty easy: http://smugmug.speedtest.net We are the Yellow San Jose pyramid.

Next run a traceroute: http://www.smugmug.com/homepage/traceroute.mg

Last, a Line Quality Test can really help: http://www.dslreports.com/linequality
Sign up and run the test. Registration there is free. After you run the test, copy the link to the results for us.

Keep in mind that the routes to Youtube are probably different than the ones you use to SmugMug. All computers on the same netwok probably do use the same pipe to SmugMug and thus all would be similarly effected. But that is very good information to know.

Also, each of you may be seeing similar problems for different reasons but running the test will help us see what is going on.

If you do not feel comfortable posting the results in this thread, please email them to me on the help desk with Attn: Doc - Dgrin Vid Thread in the subject so that I know what they are about. The other heros will forward the results to me unless something obvious appears to be wrong.

[RustyB]

...Speed test is pretty easy: http://smugmug.speedtest.net We are the Yellow San Jose pyramid.

Next run a traceroute: http://www.smugmug.com/homepage/traceroute.mg

Last, a Line Quality Test can really help: http://www.dslreports.com/linequality
Sign up and run the test. Registration there is free. After you run the test, copy the link to the results for us.

I'm in Houston, TX...


http://www.speedtest.net/result/318061033.png (http://www.speedtest.net)


Ran the traceroute...it said complete, then my browser went to the IE page not found message.

http://www.dslreports.com/linequality/nil/2427316

[docwalker]

Rusty, for your Line Quality test, take a look at hop 6. That packet loss is exactly the kind of problems I have been seeing.

My Comcast was down again at 9 am this morning and came back up at 10 am.

Try the Line Quality test again and see if the problem has corrected itself. Sometimes they do. You may need to report this to Comcast.

[RustyB]

Rusty, for your Line Quality test, take a look at hop 6. That packet loss is exactly the kind of problems I have been seeing.

My Comcast was down again at 9 am this morning and came back up at 10 am.

Try the Line Quality test again and see if the problem has corrected itself. Sometimes they do. You may need to report this to Comcast.


Thanks for taking a look. I'll give it another shot, and see if Comcast will even acknowledge it.

I wonder if it has anything to do with me being in a 44 year old 30-story high-rise apartment, with a nightmare of cabling probably running through it. :rolleyes

[docwalker]

It looks like it might be a local server. I am in a 10 year old house out in the country. My problem might be the squirrels gnawing on the wires. :rofl

[Rob1den]

Can you give me some more details?

I tried your video from my home cable connection and the video plays fine for me.

What type of connection are you using? PC or Mac? Browser/version?

Does the status bar fully load when it stops? Or does it just die? Can you try pausing the video and let it fully upload and then play it to see if it stops the same way?

My parents computer does this with Youtube as well as Smugmug and it is annoying. But, I know for a fact their problem is related the computer processing power as well as video card.



Doc , thanks for responding.

1. PC and I have used all , Safari , EI7 , and Firefox

2. The above issue that I have stated is varied. It can work great some days and not at all other days.

3. The status bar loads to half way on occasions then shows as fully loaded and only shows half the video. Other days works fine.

4. The point above is that it is just not my computer , it is others that use smugmug video and have difficulty in viewing. Then other times no problems at all. This is why on my original point is questioning the ability of the servers when heavy traffic to maintain consistency in viewing .

5. I always let it fully load prior to viewing as well.

I know this will not fix the issue as it is varied at time of viewing though is good to raise the issues with possible bugs or solutions going forward.
My computer power and video card is fine as I only recently built itwith current core 2 duo intel.

Thanks Robert

[docwalker]

Rob, Thanks for the info. When it happens again, can I get you to run this test and send me the results?

http://www.smugmug.com/homepage/traceroute.mg

Try the other tests I have indicated before as well. I need to get an idea of where and when it is happening in order to troubleshoot.

[S4per]

Another 'me too' here. And it has happened to several people around the world. Last case reported viewing my videos: family in Germany.

They've also reported (and I've experienced) that after browsing/viewing videos for a bit, all of a sudden they just stop playing. Can't start any new ones, nothing happens when clicking play - no play, no download. Only recourse at that time is to restart the browser, and then it works.

http://www.speedtest.net/result/319703853.png

BTW - I ran traceroute, but since you're the source and I'm destination, the last hop will always timeout (I don't allow ping to my external IP).

[populus]

Me too. Videos not working well at all. I sent Doc an email with test data.

Interestingly, if I download one of the Smug Videos (i.e. converted on uploading), the file works fine. So it is definitely a server/networking problem, not a problem with the video files per se.

[docwalker]

Folks, I just wanted to give you a heads up that I have been able to replicate your problems with the videos not fully loading and the popping, jerky video, and bad audio. I am not sure what the cause is but it seems related to the Flash based player. Quicktime on the Mac works great. But that does not help the Flash users. So the videos are fine, it is just something causing the videos using the Flash Player to act up.

I cannot give you an ETA but I am reporting my findings to the programmers so that they can get on this as soon as possible.

Please hang in there, we will figure this out soon.

[populus]

Thanks, Doc. One of the things I treasure about Smugmug is the utter frankness and honesty of the support staff. A lot of companies would have denied there was a problem or stonewalled customers until they got it fixed.

Keep us posted!

[Rob1den]

Thanks, Doc. One of the things I treasure about Smugmug is the utter frankness and honesty of the support staff. A lot of companies would have denied there was a problem or stonewalled customers until they got it fixed.

Keep us posted!

totally agree with the above comment thanks for being open , lets hope there is a fix.
Cheers Robert

[docwalker]

Update. I gave this to the programmers this afternoon right after my post. We did some more testing to narrow down the problem. No word on a fix yet, but we are digging.

[Tomkirk23]

Doc -

Is this a problem that is specific to a few videos, or is this more of a broad issue?

I continue to get vague complaints from my end-users "having difficulties" watching videos. Trying to get more info.

I would want to re-iterate my request to have an HTML DIV hook on the video lightbox with which to insert some amount of end-user instructions.... If nothing else, I want to instruct non-savvy end-users that videos need at least a little time to load.... and to pause the video if it starts to get choppy.

Thanks,

Tom K.

[docwalker]

Tom, from my testing it looked like it only effected the HD videos. But it even effected the HD videos at the Mid Def size.

[populus]

Doc -

Is this a problem that is specific to a few videos, or is this more of a broad issue?

I continue to get vague complaints from my end-users "having difficulties" watching videos. Trying to get more info.

I would want to re-iterate my request to have an HTML DIV hook on the video lightbox with which to insert some amount of end-user instructions.... If nothing else, I want to instruct non-savvy end-users that videos need at least a little time to load.... and to pause the video if it starts to get choppy.

Thanks,

Tom K.

Tom K. - I second your suggestion. A lot of internet users, especially if they are used to YouTube, may not be savvy about HD video and will give up if it is a bit slow. NBCOlympics.com did a great job with HD video, but they had speed problems. So a little line of instruction would be very useful. Thanks!

Tom K (a different one) aka Populus

[populus]

Tom, from my testing it looked like it only effected the HD videos. But it even effected the HD videos at the Mid Def size.

Doc - I haven't seen anything new on this. Has there been progress? My videos play in Web mode but are still jerky in HD, though better than before, in Firefox. The videos don't work at all in IE. In comparison to other HD video sites, SM is still slow.

In their present state, I can't share the videos with anyone - they reflect badly on my photos and my site.

[docwalker]

I will check with the engineers. Things like this do take time to fix. Hopefully we can get the bug squashed soon.

[Rob1den]

I will check with the engineers. Things like this do take time to fix. Hopefully we can get the bug squashed soon.

Has there been a fix for this as yet, as still I have video uploaded that have previously worked , and now on many occasions now not working. Again this varies though is frustrating.

:dunno

Thanks Robert

[docwalker]

This one was squashed. Are you having trouble viewing all sizes or just certain ones?

[Rob1den]

This one was squashed. Are you having trouble viewing all sizes or just certain ones?
Doc , thanks for the quick response, I only upload now smaller sizes due to the issues I have had eg around 20 to 30meg and are all 264 (mp4 files).

eg this link (below) I am getting feedback that it won't start as of several others clips though I can get it going and has worked before. I have three computers at home and I can not get it going on the other computers as well.

In other words some people can view and others not.

http://rdpicsandvideo.smugmug.com/gallery/6129140_4jk8q#385570310_tns24

Thanks again
Robert

[Rob1den]

Doc , thanks for the quick response, I only upload now smaller sizes due to the issues I have had eg around 20 to 30meg and are all 264 (mp4 files).

eg this link (below) I am getting feedback that it won't start as of several others clips though I can get it going and has worked before. I have three computers at home and I can not get it going on the other computers as well.

In other words some people can view and others not.

http://rdpicsandvideo.smugmug.com/gallery/6129140_4jk8q#385570310_tns24

Thanks again
Robert



Still getting people saying they can not see this clip.
Any Thoughts or do I just upload again , though this does defeat the purpose, as it does not answer the question why it does not play.
Cheers Robert :dunno

[docwalker]

Rob, your issue is related to the fact that you have the video password protected. There is a conflict between the security, and the flash player in IE. Sometimes Firefox will work but IE will fail. The only option is to place the video in a non-passworded gallery. You an make it unlisted but passwords will block it from playing. We hope to get this fixed soon.

[harmony]

Rob, your issue is related to the fact that you have the video password protected. There is a conflict between the security, and the flash player in IE. Sometimes Firefox will work but IE will fail. The only option is to place the video in a non-passworded gallery. You an make it unlisted but passwords will block it from playing. We hope to get this fixed soon.

Hi Doc,

I am experiencing the same problem. Slideshow and video don't work if they residing in Password Protected gallery. I have tried on both IE7 and Firefox/3.0.4.

Thank you.

Regards,
Harmony

[Rob1den]

Rob, your issue is related to the fact that you have the video password protected. There is a conflict between the security, and the flash player in IE. Sometimes Firefox will work but IE will fail. The only option is to place the video in a non-passworded gallery. You an make it unlisted but passwords will block it from playing. We hope to get this fixed soon.


Doc , thanks again for the response. Hopefully there will be a fix , as this defeats the purpose of having the password protect option really.
Regards Robert
:scratch

[Allen]

...The only option is to place the video in a non-passworded gallery. You an make it unlisted but passwords will block it from playing. We hope to get this fixed soon.
Doc, mine are playing in both Firefox2 and IE6 here (http://atsmith.smugmug.com/gallery/4155133_s7cdo#242561902_8SHBP). All behind passworded
galleries. The galleries are set to public and all hello's yes.

Only problem is with Firefox the video is shoved down the page. Before you ask,:D page font is normal.