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Video Troubleshooting

Last edited by Dan42 on Thu Dec 10, 2009 9:44 pm; edited 1 time in total

Most of the time the video player works pretty much without a hitch, but when you can't get it to play the videos that you want to see, here is where you find help.

Do you have adblock and/or noscript Firefox extensions?
Sometimes it's easy to forget that these Firefox extensions (as well as others) can interfere with the normal, proper behavior of a page.

Is it a problem with a third-party video?
If you have trouble with one of the videos delivered via Hulu, do you experience the same problem when viewing that video at the hulu.com website? In that case you'll have to contact Hulu for help.

Try force-reloading the page.
Maybe a glitch somewhere interfered with the way the page was loaded. Sometimes it helps to do a full reload of the page and all its parts. In Internet Explorer you can do that with Ctrl-F5, in Firefox/Mozilla it's Ctrl-Shift-R, and on Mac it's usually Cmd-Shift-R.

What error message do you see? (if any)
If you see the message "ANN Video Player requires Flash Player 9.0.115.0 or higher" then it means that you need to upgrade. If you have the correct version and still get that message, that usually means sometime went wrong when installing flash and your browser still thinks it has an old version. Try first un-installing flash and then re-installing it. If you see the message "our licensing agreement does not allow us to show this video", that's a legal problem and there's unfortunately nothing we can do to help you.

Are you behind a firewall or a router?
Those can block video streaming. If you're not sure, go to this flash firewall tester and click the "Start Tests" button to see if any ports are blocked on your computer.

Does the page appear to be taking forever to finish loading?
Every browser has a little animated icon that indicates the page is still loading. Not the spinning wheel in the video player, that's different. For example, at the bottom of your browser window, in the status bar, is there a message like "Waiting for abc.com" or "Transferring data from xyz.com" which seems to be waiting or transferring forever?

What ads are on the page?
At the very bottom of the page, after the "privacy policy" link, what is the value of the line that begins with "Ads by"?

Do a traceroute.
This is a little technical but not difficult. On Windows, from the Accessories menu open a Command Prompt and type in the following command:

you've answer my problem quite nicely with this post, I have adblock and i never would have guessed that it would prevent a video from playing so thanks for the info.

I think the thing about adblock is that the video clips won't play until the commercials are done, and adblock prevents the commercials from loading. I think.

By the way, Dan, I've noticed that sometimes, even with adblock off, sometimes the commercials load but get skipped over. I know the Bidz.com and Real Age ones play, but other ones won't. Like, the Domino's one will pop up, but then close and start the regular video without playing itself. I mean, this isn't exactly a complaint, as I still get to see what I wanted, but I imagine it'd be better for ANN if those ads worked the way they were intended to.
I'm running Windows XP and Firefox 3.0.5.

Seems recently after closing the ads and the video starts playing, the video hud is no longer accessible preventing pausing and full screen mode. I am on Vista Business 64-bit Edition with Firefox, and adblock plus disabled. This didn't used to happen so I assume it's on ANN's end. Nothing has changed on my system since it started.

I just tried to watch the Scandal videos, but for some reason, the ad (Mercury) wouldn't go away when the ad part was done. It just sat there on the screen blocking the music video except for the very edges. Sound was unaffected.

The ad is active, too, 'cause when I click on the edges, the video pauses, but when I click on the actual ad part, it takes me to the ad's website.

Firefox 3.0.10 and Windows Vista, ads by Longtail.

I've disabled that ad network for the time being while it's being looked into Hopefully nobody will notice a difference in the mean time. Sorry for the inconvenience everyone

Everytime I try to watch a video on ANN I get a microsoft error report and my window closes.

Sometime video playback will pause (spinner shows), skip a few seconds, or totally hang. If it hangs, I have to restart the section (e.g. the 1-4 parts of an episode) to continue. I can then replay the part where it hung before. There are no error messages.

I have experienced this with: Moonphase Ep 1 and Kannagi Ep 3, HQ and LQ, FF and IE.

Ads by [System]

Windows 7 Pro 64-bit
AMD Phenom II X4 940 w/8GB
Firefox 3.5.3
Internet Explorer 8.0.7600.16385 (in compatibility mode)
shockwave flash 10.0.32.18
Verizon FIOS 20Mbps/5Mbps

C:\>tracert flash.edgecastcdn.net

Tracing route to fms.edgecastcdn.net [8.5.250.137]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms myrouter.home [192.168.1.1]
2 5 ms 17 ms 14 ms L100.LSANCA-VFTTP-109.verizon-gni.net [98.112.230.1]
3 8 ms 7 ms 6 ms G11-0-1-1009.LSANCA-LCR-10.verizon-gni.net [130.81.138.234]
4 9 ms 7 ms 8 ms so-4-0-0-0.LAX01-BB-RTR2.verizon-gni.net [130.81.28.74]
5 25 ms 9 ms 8 ms 0.so-1-2-0.XL4.LAX15.ALTER.NET [152.63.10.125]
6 10 ms 10 ms 10 ms 0.ge-7-1-0.BR2.LAX15.ALTER.NET [152.63.116.161]
7 10 ms 10 ms 9 ms xe-10-1-0.edge1.LosAngeles9.Level3.net [4.68.63.129]
8 10 ms 9 ms 8 ms ae-3-80.edge3.LosAngeles1.Level3.net [4.69.144.137]
9 11 ms 10 ms 9 ms EDGECAST-NE.edge3.LosAngeles1.Level3.net [4.71.136.42]
10 11 ms 9 ms 10 ms 8.5.250.137

Trace complete.

Any suggestions?
----
I also have this experience with www.animenewsnetwork.com. Even the MWD (local water district) ad skips some.

I'm stumped. Your CPU is crazy-fast, bandwidth is more than enough, and even the traceroute shows very low latency. Problems that only happen "sometimes" are particularly difficult to troubleshoot. How often is "sometimes"?

My video was working mostly fine yesterday and this morning but now it's not working at all!!!!!!!!!

I'm using Firefox with only three add ons: 2 adobe and yahoo toolbar. I'm on my windows vista HP laptop using a router that has full bars. It loads fast as hell but no matter what I do none of the videos are playing.

T.T

Nothing appears broken to me. It it everything, or just the ones originating from ANN?

If not even the hulu embeds are working, I think the problem might be with Flash.

BTW, installing Flash Player 10.1 beta did wonders for my performance issues. Wink

I've been trying to watch the second part of the "Dubs that time forgot" video, but it just keeps playing the Dante's Inferno ad over and over. I'm running Firefox 3.5.7, Flash 10.0 and I'm using Windows Vista.

Sorry about that. I have no idea what happened. It's fixed now.

Sorry, if this is the wrong place to post my question. I did spend 15 minutes looking for the answer on ANN. If this information was on the FAQs then I must have missed. I would like to subscribe to Anime TV, but I can't find the link to the information about it. If I subscribe will it be ads free or not for a subscription fee. If someone can e-mail with the link to the subscription fee. Thanks.

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Forum - View topicVideo Troubleshooting

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Video Troubleshooting