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Help with Video Playback Problems
Engineer
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Posted 4/26/10 , edited 12/3/12
If you recently started having problems viewing the videos on our site, please follow any applicable instructions below and tell us as much information about your problem so that we can help you resolve it.

----------------------------------------------------------------------------
If the video player never loads, please do the following:

  1. Download and run the Adobe Flash Uninstaller.
    http://kb2.adobe.com/cps/141/tn_14157.html
  2. Download and install the latest stable version of Adobe Flash.
    http://get.adobe.com/flashplayer/
  3. Clear your web browser's cache/temporary internet files.
    (Instructions vary by browser)
  4. Clear the cache for your Flash installation:
  5. Then close your browser, reopen it and try any of our videos.

----------------------------------------------------------------------------

If the video stutters or skips frames, please tell us the following information about your system:

  • Operating System (OS) you are using. (example: Windows 7 - 64 bit)
  • Web Browser and version number you are using. (example: Firefox 3.6.8)
  • Version of Flash you are using. (example: Flash 10.1.53.64)
  • Processor Type. (example: Intel Core 2 Quad)
  • Processor Speed. (example: 2.4 GHz)
  • Graphics Card Type. (example: Nvidia GeForce 8800 GT)
  • Amount or RAM. (example: 4GB)
  • Amount of free space on your C: or OS partition. (example: 18GB)

----------------------------------------------------------------------------

If it's a network/buffering related problem, please link to your latest speedtest and a pingtest results.
http://www.speedtest.net/
http://www.pingtest.net/

Also follow this link, follow the the applicable instructions and paste the network results here.
http://www.crunchyroll.com/help?topic=video#5.1

----------------------------------------------------------------------------

Old Threads:
http://www.crunchyroll.com/forumtopic-623514/having-video-problems/
http://www.crunchyroll.com/forumtopic-623051/video-problem/
http://www.crunchyroll.com/forumtopic-621756/video-buffering/
http://www.crunchyroll.com/forumtopic-577856/videos-not-working-at-all/
http://www.crunchyroll.com/forumtopic-620956/videos-arent-working/
http://www.crunchyroll.com/forumtopic-605151/videos-not-working/
http://www.crunchyroll.com/forumtopic-627049/report-consistent-problems-here
50036 cr points
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Posted 5/15/10
Hello. I just ran across video playback issues today for some unknown reason. The videos will play for a minute to four minutes and then freeze. Doesn't seem to matter what episode/quality/series. Here are stats and the info from above.

Windows7
Google Chrome
AMD Athlon 64 X2
4GB RAM
Radeon HD 3200
235 GB Free on HDD





Microsoft Windows [Version 6.1.7600]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\apache>nslookup cp71915.edgefcs.net
Server: cdns2.cox.net
Address: 68.105.28.12

Non-authoritative answer:
Name: a116.vi5g5.akafms.net
Address: 98.174.30.135
Aliases: cp71915.edgefcs.net
a116.v719154.c71915.b3.vi5.akamaistream.net


C:\Users\apache>ping cp71915.edgefcs.net

Pinging a116.vi5g5.akafms.net [98.174.30.135] with 32 bytes of data:
Reply from 98.174.30.135: bytes=32 time=17ms TTL=123
Reply from 98.174.30.135: bytes=32 time=21ms TTL=123
Reply from 98.174.30.135: bytes=32 time=27ms TTL=123
Reply from 98.174.30.135: bytes=32 time=14ms TTL=123

Ping statistics for 98.174.30.135:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 14ms, Maximum = 27ms, Average = 19ms

C:\Users\apache>tracert cp71915.edgecfs.net

Tracing route to cp71915.edgecfs.net [72.215.225.9]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 192.168.0.1
2 9 ms 9 ms 12 ms 10.4.192.1
3 7 ms 9 ms 8 ms COX-68-12-8-118-static.coxinet.net [68.12.8.118]

4 11 ms 11 ms 11 ms COX-68-12-8-60-static.coxinet.net [68.12.8.60]
5 15 ms 16 ms 22 ms ge-1-1-0-dsr02.rd.okc.ok.cox.net [68.12.14.2]
6 60 ms 57 ms 57 ms PALTBPRJ02-ae3.0.rd.pt.cox.net [68.1.2.158]
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

I have also completed the uninstalling/reinstalling the flash player, as well as clearing the cache in the browser. Any help would be appreciated. Thanks.
Engineer
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Posted 5/15/10

apache645 wrote:

Hello. I just ran across video playback issues today for some unknown reason. The videos will play for a minute to four minutes and then freeze. Doesn't seem to matter what episode/quality/series. Here are stats and the info from above.


I have also completed the uninstalling/reinstalling the flash player, as well as clearing the cache in the browser. Any help would be appreciated. Thanks.


This is a routing issue, to fix it I would suggest following the guide here to change your DNS. Doing this will most likely cause you to stream from a different server which shouldn't have the same routing issue.
http://store.opendns.com/setup/computer/
53096 cr points
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Posted 5/15/10
I'm starting to wonder if my problem (videos not loading/starting at all) doesn't have anything to do with my video software or computer at all.

I just did a few tests out of curiosity, and found that I could run all videos while I was logged out (except the simulcast specials obviously). It was when I logged in that they no longer played.

This was true for both IE and Firefox.
58151 cr points
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Posted 5/22/10 , edited 5/22/10
When I went to watch the most recent episode of Durarara!! there was an in video ad at the beginning for that Conan game. And yes, I'm logged in. Looking at the comments, I wasn't the only premium member that had this happen. Sure, if I turn Adblock Plus on it will skip the ad and just play the video but still... what's up?

Engineer
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Posted 5/23/10

Endosanity wrote:

When I went to watch the most recent episode of Durarara!! there was an in video ad at the beginning for that Conan game. And yes, I'm logged in. Looking at the comments, I wasn't the only premium member that had this happen. Sure, if I turn Adblock Plus on it will skip the ad and just play the video but still... what's up?



There was a coding error that caused this to show up for Premium Members but we'll have it fixed.
67025 cr points
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Posted 5/23/10
I have been unable to watch any videos on any of my machines for the past 2 days. One example is http://www.crunchyroll.com/media-538532/omamori-himari-3/?p480=1
All I see is a quick flash of image then a black screen where the video usually plays. It is doing this for every video I am trying to watch. I did send in a Video Problem form but have not received a reply yet so was hoping someone else may have a quick fix for this. It happens on different computers connecting from different locations so I am unable to locate the problem on my end. In the statusbar for Firefox it shows "Read static.ak.crunchyroll.com" but nothing is ever loaded.

For my current computer I am seeing the following traceroute:
(C) Copyright 1985-2001 Microsoft Corp.

U:\>tracert static.ak.crunchyroll.com

Tracing route to a565.g.akamai.net [207.114.197.71]
over a maximum of 30 hops:

1 3 ms 9 ms 1 ms n7-corp-gtwy.switchnet.nv [10.7.20.1]
2 1 ms 2 ms 2 ms 10.0.1.62
3 1 ms 2 ms 2 ms g1-0-3.n7-core01.switchnet.nv [10.0.1.53]
4 1 ms 1 ms 1 ms g1-0-4.n2-core01.switchnet.nv [10.0.1.41]
5 1 ms 1 ms 1 ms g1-0-1.n4-core01.switchnet.nv [10.0.1.14]
6 <1 ms 1 ms 1 ms g0-3.n4-rtr.switchnet.nv [10.0.1.37]
7 1 ms 1 ms 1 ms vl1.las-esw01.switchnap.com [66.209.64.2]
8 1 ms 1 ms 1 ms te4-2.las-esw10.switchnap.com [66.209.64.182]
9 1 ms 1 ms 1 ms te2-1.las-core4-1.switchnap.com [66.209.64.153]

10 1 ms 1 ms 1 ms 206-169-83-1.static.twtelecom.net [206.169.83.1]

11 8 ms 8 ms 8 ms 66.192.248.98
12 8 ms 8 ms 8 ms 207.114.197.71

Trace complete.
Totavo 
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Posted 5/25/10 , edited 5/25/10
I have done everything listed above, but it still doesn't work on firefox, but it works fine on ie and chrome.

Here is the data that the command prompt came up with:

Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.

C:\Documents and Settings\Z>nslookup cp71915.edgefcs.net
Server: resolver1.opendns.com
Address: 208.67.222.222

Non-authoritative answer:
Name: a116.vi5g5.akafms.net
Address: 63.84.95.101
Aliases: cp71915.edgefcs.net
a116.v719154.c71915.b3.vi5.akamaistream.net


C:\Documents and Settings\Z>ping cp71915.edgefcs.net

Pinging a116.vi5g5.akafms.net [63.84.95.101] with 32 bytes of data:

Reply from 63.84.95.101: bytes=32 time=21ms TTL=116
Reply from 63.84.95.101: bytes=32 time=21ms TTL=116
Reply from 63.84.95.101: bytes=32 time=21ms TTL=116
Reply from 63.84.95.101: bytes=32 time=20ms TTL=116

Ping statistics for 63.84.95.101:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 20ms, Maximum = 21ms, Average = 20ms

C:\Documents and Settings\Z>tracert cp71915.edgefcs.net

Tracing route to a116.vi5g5.akafms.net [63.84.95.101]
over a maximum of 30 hops:

1 * * * Request timed out.
2 11 ms 8 ms 9 ms te-8-2-ur01.independence.mo.indepen.comcast.net
[68.87.234.81]
3 8 ms 8 ms 8 ms te-4-3-ar01.independence.mo.indepen.comcast.net
[68.87.234.9]
4 20 ms 21 ms 21 ms te-0-4-0-4-cr01.chicago.il.ibone.comcast.net [68
.86.91.145]
5 27 ms 21 ms 21 ms xe-10-3-0.edge1.Chicago2.Level3.net [4.71.248.9]

6 20 ms 35 ms 21 ms vlan52.ebr2.Chicago2.Level3.net [4.69.138.190]
7 34 ms 19 ms 18 ms ae-5-5.ebr2.Chicago1.Level3.net [4.69.140.193]
8 19 ms 21 ms 21 ms ae-2-54.edge3.Chicago3.Level3.net [4.68.101.116]

9 21 ms 20 ms 21 ms 4.68.110.186
10 21 ms 20 ms 21 ms 0.ge-2-2-0.XL4.CHI13.ALTER.NET [152.63.66.77]
11 22 ms 21 ms 21 ms TenGigE0-5-0-0.GW2.CHI13.ALTER.NET [152.63.66.11
0]
12 22 ms 21 ms 21 ms host101.factsmgt.com [63.84.95.101]

Trace complete.

C:\Documents and Settings\Z>
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Posted 5/26/10
See im having the same problem that started up it seems monday with the new java update, and it seems to only affect firefox, as IE still loads all the movies just fine.
Engineer
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Posted 5/28/10

qwerty017 wrote:

I have been unable to watch any videos on any of my machines for the past 2 days. One example is http://www.crunchyroll.com/media-538532/omamori-himari-3/?p480=1
All I see is a quick flash of image then a black screen where the video usually plays. It is doing this for every video I am trying to watch. I did send in a Video Problem form but have not received a reply yet so was hoping someone else may have a quick fix for this. It happens on different computers connecting from different locations so I am unable to locate the problem on my end. In the statusbar for Firefox it shows "Read static.ak.crunchyroll.com" but nothing is ever loaded.

For my current computer I am seeing the following traceroute:



Please follow the instructions in the first post. You provided a Trace Route of "static.ak.crunchyroll.com" but we need nslookup/ping/tracert results for "cp71915.edgefcs.net" since that is where the videos are served from.


Totavo wrote:

I have done everything listed above, but it still doesn't work on firefox, but it works fine on ie and chrome.

Here is the data that the command prompt came up with:


It's it's just not working on one browser then it sounds like either the cache needs to be cleared, Adobe Flash needs to be reinstalled for the browser or there is an issue with the browser's settings. In order to find out what the problem is, please tell me exactly what happens when you attempt to play a video in Firefox.


metsuro wrote:

See im having the same problem that started up it seems monday with the new java update, and it seems to only affect firefox, as IE still loads all the movies just fine.


Java shouldn't affect the video playback at all since our videos only require Adobe Flash and javascript (not related to Java). What exactly happens visually when you attempt to watch the video in Firefox?
67025 cr points
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Posted 5/28/10 , edited 5/28/10
Never mind my problem. It seems to have been caused because I was using the Minefield build of Firefox since it started working as soon as I moved down to the latest 3.6 build.
Totavo 
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Posted 5/28/10
Well, it shows that new crunchyroll loading thing then that disappears, then it shows "static.ak.crunchyroll.com" in my little bar on the bottom of firefox, then that switches to done, but the video stays at the black screen with no menu no matter how long I wait.

Here is a screen shot of the problem:
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Posted 5/28/10

Totavo wrote:

Well, it shows that new crunchyroll loading thing then that disappears, then it shows "static.ak.crunchyroll.com" in my little bar on the bottom of firefox, then that switches to done, but the video stays at the black screen with no menu no matter how long I wait.

Here is a screen shot of the problem:


Same, but its only java that updated so thats why I mentioned the change. Donno if that would have really affected firefox at all.
Totavo 
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Posted 5/28/10
Nope, Java shouldn't cause any problems with flash, and since its only affecting one installation of firefox in my home, one solution would probably be to uninstall/reinstall firefox, but I would rather that be a last case scenario thing.
Engineer
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Posted 5/29/10
What version of Firefox do you guys have? I just remembered someone had told me that the latest Beta version of Firefox puts Flash elements in a separate wrapper which caused the player to no longer work even though the previous Beta release didn't have this problem.
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