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Video not playing - missing files

Richard Tidmarsh's Avatar

Richard Tidmarsh

25 Aug, 2016 10:15 AM

Hi - I expect that you know about this already, but there is currently an issue with the embedded videos not playing - See screen grabs attached of embed content, and missing files report.

Thought I should let you know asap, just in case!

Thanks,
Rich.

  1. 1 Posted by Richard Tidmars... on 25 Aug, 2016 10:20 AM

    Richard Tidmarsh's Avatar
  2. 2 Posted by Richard Tidmars... on 25 Aug, 2016 10:33 AM

    Richard Tidmarsh's Avatar

    Looks as though this has been fixed!

    Thanks!

  3. Support Staff 3 Posted by Joe on 25 Aug, 2016 10:38 AM

    Joe's Avatar

    Hi Rich,

    Apologies for the silence on this one while I've been digging into it.

    For now, I've rolled you back to the most recent version of the player that's not triggering these errors as we dig into it. This is the same version of the player you were using a couple of weeks ago, so you should have nothing to worry about.

    We're continuing to investigate the root cause of this and I'll let you know as soon as I have any more info.

    Many thanks,

    Joe

  4. 4 Posted by Richard Tidmars... on 25 Aug, 2016 10:40 AM

    Richard Tidmarsh's Avatar

    Okay - cheers Joe. Not sure how long it has been like this to be honest as have been away from desk yesterday.

    Thanks for update.

  5. Support Staff 5 Posted by Joe on 25 Aug, 2016 11:10 AM

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    Hi Rich,

    We've only had a couple of reports of this so far - at this stage it looks like an issue specific to that CSS asset and a single CDN point of presence.

    We're working it out with our CDN partners now, but you should be all set in the meantime.

    Many thanks,

    Joe

  6. Support Staff 6 Posted by Joe on 25 Aug, 2016 11:51 AM

    Joe's Avatar

    Hi Rich,

    Looping back around on this issue, it was caused by a single problematic server on the CDN (EdgeCast) side, in their London data centre.

    As soon as they removed this server from their load balancer, the asset started loading correctly again across the board. I've moved your account back to the latest version of the player, and doing some testing on my end everything is looking perfect.

    Please let me know if you're still seeing any issues. If not, I'll go ahead and close this ticket.

    Many thanks,

    Joe

  7. 7 Posted by Richard Tidmars... on 25 Aug, 2016 12:00 PM

    Richard Tidmarsh's Avatar

    Hi Joe - All looks good to me from here.

    Thanks for jumping on it so quickly, and the prompt updates!

    Cheers,
    Rich.

  8. Richard Tidmarsh closed this discussion on 25 Aug, 2016 12:00 PM.

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