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Help with Video Playback Problems
55769 cr points
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26 / M / San Antonio
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Posted 11/3/12 , edited 11/3/12

shinigami_champloo wrote:


-Chris311- wrote:

If you are using a DNS with a slow responce, or one that actually does not respond 100% of the time (The reliability rate of a DNS), can effect your internet speed.




But in the case of 1-way streaming, it only matters if your application programmers have absolutely no clue about the concept of buffering.

Apart from initial startup time, it should have no effect if the bandwidth capability is there.


Sorry, I misunderstood the problem the first time.

This post by Bjaker can help CR troubleshoot the streaming problem you are having.


Bjaker wrote:
Hello everyone!

So just to confirm. This issue is...
The video will halt. Playback does not start again and you have to refresh the page to get the video working again.

If that is correct, please give me the following information.

ID: (your user ID)
Computer: (PC or Mac)
Browser: (Browser and Browser version)
Flash: (Flash Version)
IP: (Your IP Address and Location)
Time: (Time during the day this happens)



Send that information through the Contact Us page and Bjaker will forward it to the engineering team so that they can go through their logs and figure out what may be causing the connection issue.

Contact Us: http://www.crunchyroll.com/help?topic=contact

FYI, CR is closed on the weekends so don't expect a reply back before Monday.
The Wise Wizard
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54 / M / U.S.A.
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Posted 11/3/12

dissidence wrote:

I understand how DNS will affect your browsing. I just don't see why it is always brought up has a solution. Once your computer has the IP address of any server it should only be getting in once when you type in the sites domain.

So if there doing domain look UP's during streaming. I will take my money elsewhere. That is very simply inexcusably poor design

There should not be that big of a correlation between your download speeds and DNS server lookups apart from the initial look up

DNS can affect which CDN server you connect to. Keep in mind like any sizeable streaming service, Crunchyroll's streams don't come from a single server in one geographical location. In Crunchyroll's case, they currently contract with Akamai for that service.

Changing the DNS can sometimes shift the CDN server that is selected for your location, or at least alter the routing, bypassing problems that may exist.

Larger services like Hulu and Netflix can afford to have more than one CDN, which helps them avoid some problems than can occur with a single content delivery network. (Hulu has about 15 times as many paid subscribers as CR, and Netflix over 220 times as many).
22122 cr points
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Posted 11/4/12
I tried the DNS solution and so far, it seems to have completed fixed my stutter and lock up problems...
55769 cr points
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26 / M / San Antonio
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Posted 11/4/12

PeekyChew wrote:

Ok, let's get this clear. The problems that everyone is having with the playback of 720p and 1080p streams is obviously Crunchyrolls fault, and has nothing to do with our internet connections or ping or anything like that.

It used to work fine a couple months ago if you had about 7MB/s or more, but now it doesn't. Want proof? I tested it on my colleges internet. They have 70Mb/s down and around 50Mb/s up. The ping is around 8ms. It still has exactly the same issues with video playback.

I wish that Crunchyroll would just fix this major problem instead of asking for pointless internet speeds and computer specifications. We all pay you money, you know? It's insulting.



Help and support works this way. You start with the most common problems that people have, and then work towards solving the more difficult problems. Every help desk/tech support works this way. I know it may seem repetative, but CR has to start at step number one with every person as not everyone has the same problems as you do.

This issue you speak of seems to be an issue with the Content Distribution Service Akamai, and not Crunchyroll per say (Crunchyroll does not actually have their own servers that serve the videos). Every time you go and load a video, it connects to a different content server from Akamai, but it appears that some of Akamai's servers are not able to fully handle the load and performance suffers. Crunchyroll is trying to collect as much data as they can so that they can try and determine what server(s) members are having problems with. Using the information that they ask for and you provide, CR can search through server logs to try and figure out where the problem is stemming from. They then have to supply that information to Akamai and hope that Akamai can figure out and fix the issue on their end. (Remember, CR does not actually own the servers that stream the videos) What complicates this even more is that not all members have this problem. I, for example, have not had an problems streaming 720p or 1080p videos for several months. CR has to try and find a correlation between the members that are having the issue.

Crunchyroll can't "just fix this problem" without pin pointing what is causing the problem in the first place. CR is not insulting you, they are trying to help you. Bitching and complaining that the problem isn't getting fixed fast enough and that CR needs to stop asking questions doesn't help at all in getting the problem fixed any faster.


EDIT: Something weird happening to the forums. It says I posted this 5 minutes ago, but edited it an hour ago. I traveled back in time!

EDIT #2: I just remembered that daylight savings ended this morning. That explains my time travel.
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19 / M / Canada ✈
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Posted 11/4/12 , edited 11/4/12
http://www.crunchyroll.com/forumtopic-780730/super-stuttering-with-new-shows#41499800


I just had the same problem with the new Hunter x hunter. this is ridicusly anoying. i have been subscribing yearly and I can tell I'm not very satisfied with the service. I think CR will loose alot of customers that way if their not taking any action done. Ill be skipping the next year subscription if their not taking any action. I already replied to Starry and it seems she/he said it was my computer but it is not. I can watch perfectly on funimation without any slow slutter. Hopefully this get fixed. Bjkaker seems to be taking a break or something...He probably has more important things to do then take care of us. Great support I love it !

Edit: I'm not the only who problem occurs. My friends been telling me recently the lags. They all live in Canada and it seems it lags too. perhaps its probably because we live far from the states? I don't really know where this server is running but if I could alter on the proxy as close to this server it would be perfect.

On a site note: I'm running google chrome lastest version and have all my drivers graphics and sound are up-to-date and Accelerated Hardware mode is enable and it's unlimited storage. Everything is set to perfect. I don't really see why it is still lagging. My computer is the best for watching animes on Funimation but on Crunchyroll it lags? Something is making me point a finger on this site for some strange reason.Enough said going back to see if this works

This is the letter that I received from Starry in my inbox








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Posted 11/5/12
I kinda feel sorry for the support staff, this issue is obviously a pain in the ass for them, and apparently difficult to figure out lol.
Perhaps acknowledging this with a sticky thread stating it'll take a few days to fix completely but it will be fixed and to bare with them.
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Posted 11/10/12 , edited 11/10/12
I've been getting these problems for a few weeks now so I followed some of the advice in this thread (namely changing the DNS) but I'm still getting the terrible stuttering/buffering issues even though I've been able to watch videos here fine before now (and videos elsewhere on the web fine ATM).

If I need to send this through the Contact Us link then say so and I'll gladly do that.

OS: Windows 8 Pro x64
Browser: Opera 12.10 x64
Flash: 11.5.502.110 (HWA on, using GPU)
CPU: Intel Core i3 370M @ 2.4GHx
GPU: Nvidia GT420M
RAM: 4 GB
Free space on C: 144 GB

Ethernet connection, not wi-fi.
Normally watch at 720p.



CR Community Manager
Bjaker 
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34 / M / San Francisco
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Posted 11/12/12


Well... Under OpenDNS you're streaming from California.
What are the results under your ISP's DNS?
24033 cr points
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M / England
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Posted 11/13/12

Bjaker wrote:



Well... Under OpenDNS you're streaming from California.
What are the results under your ISP's DNS?


For whatever reason, the problems seemed to have gone away for me now Hadn't made any other changes and made sure to clear the DNS & browser caches and restart computer and router before testing after changing the settings.

For the record, going through the same clear everything/restart it after changing the settings to my ISP DNS has all three tests fail to resolve the domain name (and haven't even when I first encountered the problem, although I'd been using the ISP's DNS before with no problems).



I tried watching a video and the stuttering was as bad as before. Changed back to the OpenDNS settings and they're working just as fine as they were at the weekend. The test results seem to be pretty similar to the first ones I posted with OpenDNS and when it was still stuttering, so I have no idea why OpenDNS is suddenly working for me.



If you'd like me to run more tests or whatever to see why using the ISP's DNS doesn't work then I'm, again, more than happy to help. But for all intents and purposes, the problem seems to be fixed for me.
CR Community Manager
Bjaker 
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Posted 11/13/12



Oh gosh!

Okay.... So have the problems gone away, or have they not?
I'm confused by your response.
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M / England
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Posted 11/14/12

Bjaker wrote:




Oh gosh!

Okay.... So have the problems gone away, or have they not?
I'm confused by your response.


Sorry, yes, they've gone away now. The problems are still there if I use my ISP's DNS, but it's fine when using OpenDNS now.

Thanks for the help

CR Community Manager
Bjaker 
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34 / M / San Francisco
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Posted 11/14/12


Thank you very much for the clarification!!
37015 cr points
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Posted 11/16/12
Just got prompted by my standalone install of Flash to upgrade to the latest version, 11,5,31,2. Videos no longer play in Chrome or IE.
39131 cr points
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M / North Europe Some...
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Posted 11/17/12
when will CR fix buffering and a option to set it to the user prefered setting?
68336 cr points
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38 / M / Right behind you!
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Posted 11/17/12
OK, I'm not having any problems but can anyone answer me why when I run nslookup, only OpenDNS seems to resolve crunchy.fcod.llnwd.net? Every other DNS provider I use, including my own that I maintain, shows 'can't find crunchy.fcod.llnwd.net: Non-existent domain', even when the site is working perfectly for me?
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