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Post Reply Random stops in streams and skips to the next episode in the middle of an episode
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58 / M
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Posted 7/19/14
I suspect the "Contact Us" link will be futile. I was told by a CR staff member that the forums are the best way to forward feedback and bug reports to CR. That is not a good sign. If CR has no formal bug reporting or feedback channel for its users, I suspect that they don't have a formal software development and maintenance process either.

Other than adding more CDNs I imagine your woes will go unaddressed.
zwi
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29 / M / Wichita, KS
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Posted 7/19/14 , edited 7/19/14
I mentioned in another thread but figured you might want to try it. I use a browser called Pale Moon, ever since I started using it I haven't had these issues whereas previously I had them very frequently. I'm not entirely sure if it will solve your problem(s) though.

It's built from a version of Firefox so it's very similar to that and allows you to install add-ons just like Firefox.

mrrar 
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33 / M
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Posted 7/19/14
Could this be a result of bandwidth scaling by telecoms?
zwi
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29 / M / Wichita, KS
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Posted 7/20/14

mrrar wrote:

Could this be a result of bandwidth scaling by telecoms?


It's unlikely. I don't have numbers but I'm sure that CR uses less bandwidth than Netflix and Youtube for sure and the same users that have issues with the site don't have problems with those services. Clearing one's flash cache and/or changing to a different browser seem most effective at clearing issues so far as I've seen.
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45 / M
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Posted 7/21/14
I'll chime in and say that I'm having the exact same issue watching CR on my Apple TV 2. Everything else plays fine. Random stops in episodes telling me "the content can't be loaded - try again later". Sometimes immediately trying to play the episode again works, sometimes not. Testing this yesterday on multiple devices, same result.
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37 / M / Sacramento, CA
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Posted 7/21/14

SherlockHound wrote:

I suspect the "Contact Us" link will be futile. I was told by a CR staff member that the forums are the best way to forward feedback and bug reports to CR. That is not a good sign. If CR has no formal bug reporting or feedback channel for its users, I suspect that they don't have a formal software development and maintenance process either.


Go to "Contact Us" and you get directed to the forums. Go to the forums and you get directed to "Contact Us"... It's telling when people have to start taking their technical issues to Reddit AMAs with the CEO, because the Customer Service and Support folks are unable or unwilling to do anything about the problem.


SherlockHound wrote:
Other than adding more CDNs I imagine your woes will go unaddressed.


Well... If it's not fixed by to my satisfaction by Thursday (one week from when I reported the issue that started last Tuesday), then I will cancel my subscription and save my $7 a month for something else. I want to support the industry, but what do they expect me to do when I can get the same product at a higher quality for free? Or when I'm paying for something that I can't watch?


mrrar wrote:

Could this be a result of bandwidth scaling by telecoms?


No, because it happens for some shows and not others, and the degree to which it happens depends on the show. For example, I have had consistent issues with One Week Friends and Hozuki no Reitetsu freezing and pausing... It's watchable, but I have to refresh or stop and start (depending on if I'm on Apple TV, PS3, or the web) the episode 5-7 times in order to get through it. Black Bullet and Arpeggio of Blue Steel will play through just fine with no pauses, skips, or errors. Gintama and Naruto Shippuden are completely unwatchable... I get maybe the first 10-30 seconds of the episode and it just stops (I can't get it going no matter how many times I stop/start or refresh).

If the issue were with my local network, I would expect to see the same issues everywhere. But I can flip over to, say, Netflix or Hulu, and watch the same episode of the same anime with no problems.

If the issue were with the my ISP or their network, I'd expect every show that I watch through Crunchyroll to have the same problem. But clearly it's impacting some shows and not others (and to varying degrees).

This leaves me to conclude that the issue is with Crunchyroll itself... It almost feels like (and this is pure speculation on my part) they have different "tiers" of CDNs, possibly with more popular shows going to better "tiers". But, if you're going to have a series listed, it should be watchable. If you don't have the resources to at least provide that, you should take it off the list. I've reported all of these details numerous times (both here on the forum, and through the "contact us" link), and have received nothing more than "we'll look at it".

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29 / M
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Posted 7/22/14 , edited 7/22/14
I understand that we're supposed to be polite and stuff, but this issue has been going on for a while and I see no reason to pay for the service if they refuse to fix it. Dear Crunchyroll, there is something wrong with YOUR streams. FIX IT. FIX IT. FIX IT. If countless other video streaming sites can do it SO CAN YOU, but you have to TRY.
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32 / M / Sweden
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Posted 7/23/14
This is starting to wear me thin as well. Sadly the only other alternative I've found is piracy - at least in Scandinavia. But I'll give them some more time to fix this before I give up...

For me, CR works almost flawlessly on PS3, ChromeCast, and Android. But I'm lucky if I can stream an entire episode from my browser(s). It does not seem to depend on quality, same problem around - and every other streaming service works great.
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Posted 7/23/14
I have a similar issue. They tried blaming my browser - after I had already stated I had the most current update and had optimal settings. Now, they want my ping...which is 30ms at home...-.- Considering this happens no matter where I am, no matter which router, I'm certain they are going around trying to make excuses. I wish I had another decent way of watching - but I currently don't have a smart tv and I'm not wasting my phone's battery life on anime.
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Posted 7/26/14
I'm pretty sure whoever wrote the code they do the streaming with is at fault. This put's Crunchy Roll is a sticky position, they already invested deeply in this code, but the coder seems to inept to fix it.

Also, the only people from CR reading this will be front line support (L1), they might see this and Escalate to an L2. I doubt they have an L3 position. So after that it is put into the hands of managers(Who have no technical knowledge) before it gets to the only people/person who matters. The coder(s) who wrote the web app / server.

I've put a couple things together from reading a few threads on this topic:
- It affects multiple browsers.
- The program being watched affects how often it happens.
- The afflicted users who report here often can demonstrate great internet connections.
- I personally experience more interruptions on faster/better connections.

From this I can deduce that it is an issue with how the app handles it's connection to the server:
- Each show uses different amounts of bandwidth even at the same resolution(due to color pallet difference). My guess would be that the MORE bandwidth the show uses the LESS issues will be experienced. UPDATE: Limited testing for me... I started streaming at 1080p and had no issues for two episodes after experiencing two to four interruptions per episode at 480p.

Hypothesis:
The web client buffers ahead of the show only a certain amount, but I think the idle cut off is likely less than the duration of a buffered chunk. So if you manage to buffer the full chunk ahead, you'll be dumped before the web client asks for the next.
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Posted 7/26/14
It was working fine for me at least 2 weeks ago. I was streaming through episodes with absolutely no problem. I could use my PS3 and my Samsung TV app. Now my Samsung app won't even load an episode and my PS3 buffers to the point I just give up and do something else. My PC I watched one episode of Persona 4 The Golden and no issue.

I know it's not my internet. I got a 101MB connection, and everything else works fine. Since this hasn't happened before the last 2 weeks...nothing changed on my end...so I don't get it.
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25 / M / TORONTO
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Posted 7/26/14
guess i am going to have to watch the last 5 minutes of my show somewhere else. thanks crunchy...
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27 / M / Cali
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Posted 7/27/14
Keep em coming guys. This is a big issue and I'm tired of it getting ignored. The PS3 hard freezes were bad but this is worse. I can't even get through one episode now without constant pausing and buffering. I don't understand why this issue isn't being acknowledged. C'mon CR you're better than that.
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33 / M / Florida
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Posted 7/28/14
I have noticed that this problem is most commonly experienced when using a web browser to view the episodes. Oddly enough, I have never once has a problem when using my iPhone app (watch it start just because I said this) but do experience the problem regularly when I watch on my computer.
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24 / 2nd & 3d Dimensio...
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Posted 7/28/14
same problem here, keeps freezing and it's loading extremely slow. Works perfectly fine on iphone or android phone but that is not a freaking solution when I want to watch it on big screen.
Please fix the timeout connection during pm hours!!! crunchyroll IT should understand the servers get overloaded when in peak time! How hard is it?!
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