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Constant buffering, play issues especially during prime time
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35 / M / Riverside, CA
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Posted 9/11/13
I'm trying to watch http://www.crunchyroll.com/fantasista-doll/episode-6-akari-kari-kari-restrictions-and-devotion-628243?t=0 and the video is contently stopping and playing over and over again and it is pissing me off this issue is not caused by my internet and I will not tolerate such excuses as that it is caused by my internet or modem that I use.

I am a paying anime member and these issues are unacceptable.
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83 / F / Bite the pillow.
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Posted 9/11/13 , edited 9/11/13

MegaManZXAdvent wrote:

I'm trying to watch http://www.crunchyroll.com/fantasista-doll/episode-6-akari-kari-kari-restrictions-and-devotion-628243?t=0 and the video is contently stopping and playing over and over again and it is pissing me off this issue is not caused by my internet and I will not tolerate such excuses as that it is caused by my internet or modem that I use.

I am a paying anime member and these issues are unacceptable.


You'll receive better quality help if Copy & Paste your message above to the Contact Us form via this link:

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

It appears that Tech Support doesn't read these forums anymore. There hasn't been any response from them in a while. Post back if you ever get the problem resolved or if it turns out to be a problem with your equipment. Good luck.

PS. For what it's worth, the video you linked to plays flawlessly for me.

Cheers.
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30 / M / Dallas, TX
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Posted 9/11/13

Hairbelly wrote:

It appears that Tech Support doesn't read these forums anymore. There hasn't been any response from them in a while. Post back if you ever get the problem resolved or if it turns out to be a problem with your equipment. Good luck.


Bjaker comes and goes in spurts, but you're right, you'll get a more consistent response with the contact form.
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29 / M / Kentucky
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Posted 9/12/13
The issue could be solved by just lowering the bitrate on the encodes unless the player has some specifics behind it that are also limiting. Simple as that. Wasn't CR a fansub group before it went legit? I would think they have some great encoders that would know this stuff unless their new company rules and regulations are restricting the actual encode as well.

The stop/start playback issue is caused by the video bitrate (amount of data per frame per second) being higher then the download speed (rate you are receiving the data). This is why it happens in large part on the 1080p and possibly even 720p. Almost EVERY time I play "Servant X Service" on 1080p, the intro will have this problem because the intro has tons of motion and color changing, lots of vectors etc... which will maximize the bitrate to prevent quality loss. VBR encodes will have this problem on parts like that unless either the download rate is high enough to sustain it or the video bitrate is lowered. VBR has a lowest, average, and highest bitrate amount that you can set in the encoder. The top end is too high. The quality is amazing on CR and that's great and all but my guess is they could easily lower the bitrate and not take a hit from the way it looks.

Like I said though, now that they are legit and all... There could be restrictions on encodes, settings, the player, obviously the buffering is restricted from all the comments. The 30 second buffer limit (I remember reading it, dunno if its true) will impose problems if the download rate ever falls below the bitrate because you only have 30 seconds buffered. Its like watching the video play bar on a youtube moving faster than the download bar but on CR the download bar can only be up to 30 seconds farther away from the video play bar at any given time so the amount of room for leeway in the case of it happening is small. I hate trying to explain all this cause its probably just confusing.
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22 / M / Bedfordshire
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Posted 9/12/13

You did a fine job of answering some things don't worry!
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Posted 9/12/13

Mycow8me wrote:
The stop/start playback issue is caused by the video bitrate (amount of data per frame per second) being higher then the download speed (rate you are receiving the data). This is why it happens in large part on the 1080p and possibly even 720p. Almost EVERY time I play "Servant X Service" on 1080p, the intro will have this problem because the intro has tons of motion and color changing, lots of vectors etc... which will maximize the bitrate to prevent quality loss. VBR encodes will have this problem on parts like that unless either the download rate is high enough to sustain it or the video bitrate is lowered. VBR has a lowest, average, and highest bitrate amount that you can set in the encoder. The top end is too high. The quality is amazing on CR and that's great and all but my guess is they could easily lower the bitrate and not take a hit from the way it looks.


I'm guessing different shows may also have different priority in bandwidth by the servers. I think shows that are slower paced and thus lower bitrate have lower priority because less is needed. When shows like that have a scene that's more intense, that's when I have the most consistent freezes and breaks.

Yurumates is a 3 minute show that has a lot of scenes of characters sitting around doing nothing but its intro is over the top and in 1080p, unless I pause the video when it starts for 30 seconds, I have never gotten through the intro without several pauses. Shows with more consistent action don't seem to fair as bad.
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25 / M
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Posted 9/12/13
So far, the best way I've figured out to get around these issues is to just watch in the early morning when there isn't as much server load.
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Posted 9/16/13
*bump* another paid customer having streaming issues.
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29 / M
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Posted 9/17/13
*bump* another paid customer having streaming issues.

I can watch 1080 from youtube all day long.

WTF Crunchyroll.
Kiki's Customer Support Service
Kiki 
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F / Nova Scotia
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Posted 9/17/13

MegaManZXAdvent wrote:

I'm trying to watch http://www.crunchyroll.com/fantasista-doll/episode-6-akari-kari-kari-restrictions-and-devotion-628243?t=0 and the video is contently stopping and playing over and over again and it is pissing me off this issue is not caused by my internet and I will not tolerate such excuses as that it is caused by my internet or modem that I use.

I am a paying anime member and these issues are unacceptable.





Aethix0 wrote:

So far, the best way I've figured out to get around these issues is to just watch in the early morning when there isn't as much server load.





great2me wrote:

*bump* another paid customer having streaming issues.





OldPilot wrote:

*bump* another paid customer having streaming issues.

I can watch 1080 from youtube all day long.

WTF Crunchyroll.


Hey guys!

Sorry about the delay in responses regarding Forum support.

We've been real busy with emails.

Can I get everyone I just quoted email us at Support?

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

We'll be able to help you faster from there. Also, please contact us with the web browser you mostly use to watch videos.

It's also easier for us to fix anything when we receive emails we can forward around.

Thanks!
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27 / M / Anime World
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Posted 9/19/13 , edited 9/19/13
I do wonder what's the reason causing this. I never had problem watching CR for the past 15 months or so all the time under 720P until the past 2 weeks.

It seems this issue began this month...

Was there changes done to the server or something? This needs immediate fix to be honest. This is getting frustrating and it takes me almost twice as long as to watch some videos than usual, especially the ongoing series this season.
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29 / M
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Posted 9/20/13
It has been an ongoing issue for too long now. I love CR and the anime they provide,but I'm going to start looking elsewhere if it continues like this for too much longer. It isn't an individual problem as many have this issue. It would be nice if they'd at least acknowledge that it is an issue with the server load or upgrades are incoming,etc. Something to let us know what is going on.
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27 / M / Anime World
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Posted 9/22/13 , edited 9/22/13
It looks like I'm going to have to watch most if not all the ongoing series here on 480P or less for awhile until this gets fixed. This is getting ridiculous. The video buffers every 5 seconds. This only happens on CR as I have no problem playing videos on other sites.

Again fyi, this problem only began this month of September. for me. I've been watching CR here well almost 2 years now and this is an ongoing recent issue. Previously this year, I can watch most series with 720P no problem of buffering.

Oh and I think someone mentioned before but this even happens under SD quality so no, it's has nothing to do with my operating system. It's the server's issue.
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26 / M / New York
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Posted 9/22/13 , edited 9/22/13
Well said Stark700; that is essentially how I feel. I have no problem watching anything in HD on HBO,Hulu, Netflix, and even YouTube but on here I can't stream at 720p any longer.

The easy assumption would be that the problem lies with to much stress on CR's servers but is it possible that their is a problem some where along the line that the signals to and from CR are being sent.

What I mean is this:

A couple of years ago when I still played WoW there was a problem where anyone from the east coast who had Time Warner and was connecting the the Chicago Server Database would experience horrendous lag and disconnects. After weeks of trying to find out what the problem was it turned out that it was not on either Blizzards or Time Warner's side but something had gone wrong with the main line that everything fed into and then was sent to the database. (I think it was something the AT&T operates but I'm not sure what this specific network line would be called)

Anyways it does suck that I can't watch things in HD but the optimist in me says at least I don't have to deal with ads.
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Posted 9/22/13

Kippu wrote:

Hey guys!

Sorry about the delay in responses regarding Forum support.

We've been real busy with emails.

Can I get everyone I just quoted email us at Support?

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

We'll be able to help you faster from there. Also, please contact us with the web browser you mostly use to watch videos.

It's also easier for us to fix anything when we receive emails we can forward around.

Thanks!


Thanks for this response. I was curious what was the best course of action. Starting yet another thread, or dropping in on this one seemed a bit redundant. I can see that reducing the scope like this can help isolate issues.

Along with the web browser used in playback, is there anything else that might be important to include in the report?

I've experienced some playback issues recently was thinking some relevant factors may be:

* Geographic location
* Internet Service Provider
* Show that the playback issue is encountered
* Time of day (and timezone)
* Duration of playback issues
* Pings/Traceroutes to specific IPs (the streaming server from which the show is coming?)
* Speedtest report?

It's too bad the player doesn't indicate (for me at least) that it's buffering, or the rate at which it's buffering.

On a side note, I feel a bit silly thinking "Hmm, I wonder if there is a link on the video page for playback issues, oh wait, I think there is, right below the video," It redirects to the same page Kippu linked above. This whole time I've just been overlooking it, or assumed it was for problems getting playback to work at all.
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