Video Help Guide

Last updated: 1/12/2012

This guide will be dedicated to helping you pinpoint and resolve some of the most common video issues on the site but, before proceeding, make sure you have the latest version of Adobe Flash. For the visual portion of this guide, we'll be using Naruto Shippuden - Episode 1.

1) Is the Adobe Flash plugin crashing?
This is a known bug with Adobe Flash Player and certain video drivers. Please try disabling hardware acceleration. To do this, right-click on any Flash element, like the video player, and go to "Settings...". Uncheck the "Enable hardware acceleration" option.

Sample screenshots of Flash crashing in Chrome and Firefox, respectively.

Uncheck the box to disable hardware acceleration.
2) Is the video playback choppy?

Our videos are encoded using H.264 which requires a lot of processing power to decode/play. So if you are experiencing choppy playback (not a problem with your internet speed/connection) then your computer may not be fast enough to play the video on the quality level you have selected. You will either need to optimize your computer's performance or view the video at a lower quality setting.

2.1) Supported GPUs

If you have a supported Graphics Card (GPU) for Flash 10.1+'s new hardware acceleration system, you should be able to smoothly watch our highest quality videos in Fullscreen mode even if you have a low to mid range CPU since the GPU will do most of the work. Below is a list of supported GPUs.

ATI/AMD
  • Radeon HD 4xxx (and higher)
  • Mobility Radeon HD 4xxx series (and higher)
  • Radeon HD 3xxx (and higher)
  • FirePro V3750, FirePro V5700, FirePro V7750, FirePro V8700, and FirePro V8750 (and later)

Drivers: http://support.amd.com/us/gpudownload/Pages/index.aspx

Broadcom
  • BCM70012 video decoding chipset

Drivers: http://www.broadcom.com/support

Intel
  • Intel 4 Series Chipset family

Drivers: http://www.intel.com/support/graphics/detect.htm

Nvidia

Drivers: http://www.nvidia.com/drivers

2.2) I have a supported GPU, so how do I take advantage of Hardware Acceleration?
  • Download and install the latest drivers for your GPU
    (Links to find the necessary drivers are listed above)
  • Download and run the Adobe Flash uninstaller
  • Download and install/reinstall the latest version of Adobe Flash
  • Restart your computer
After doing this, you should be all set to take advantage of GPU assisted video decoding through Adobe Flash 10.1 and higher.
3) Only see a screenshot or the video player doesn't load?
If you only see a screenshot of the video like shown in the image above (or a black box), don't see the video player controls and the video never plays; you most likely have a bad file cached and will need to do the following to resolve the issue:

3.1) Clear your web browser's cache/temporary internet files. (instructions vary by browser)

  1. For Internet Explorer 9:
    • Click the "Gear" icon
    • Click "Safety"
    • Select "Delete Browsing History..."
    • Make sure "Temporary Internet files" is check marked
    • Click the "Delete" button
  2. For Internet Explorer 8:
    • Click "Safety"
    • Select "Delete Browsing History..."
    • Make sure "Temporary Internet files" is check marked
    • Click the "Delete" button
  3. For Internet Explorer 7:
    • Click "Tools"
    • Select "Delete Browsing History..."
    • Click the "Delete files" button next to "Temporary Internet files"
    • Click "Yes" to confirm that you want it deleted
  4. For Internet Explorer 6:
    • Click "Tools"
    • Select "Internet Options"
    • Click the "General" tab
    • Click the "Delete Files..." button
    • Check mark "Delete all offline content"
    • Click "OK"
  5. For Firefox 4 (and higher):
    • Click "Firefox" in the upper left hand corner
    • Select "History"
    • Select "Clear Recent History"
    • In the Pop Up expand the "Details" section and make sure the first four are selected
    • Next to "Time Range to Clear" select "Everything" from the drop down menu
    • Click "Clear Now"
  6. For Firefox 3 (and lower):
    • Click "Tools"
    • Select "Options"
    • Click the "Advanced" tab
    • Click the "Network" sub-tab
    • Click the "Clear Now" button under Offline Storage
  7. For Safari 4:
    • Click the Gear icon
    • Select "Reset Safari..."
    • Make sure "Empty the cache" is check marked
    • Click the "Reset" button
  8. For Opera 10:
    • Click "Tools"
    • Select "Delete Private Data"
    • Click the down arrow next to "Detailed Options"
    • Make sure "Delete entire cache" is check marked
    • Click the "Delete" button
  9. For Google Chrome:
    • Click the Wrench icon
    • Select "History"
    • Select "Options"
    • Click "Edit Items" on the right side of the page.
    • Underneath History click the "Clear browsing data..." button
    • Make sure "Empty the cache" is check marked
    • Click the drop down box, next to "Obliterate the following items from" and select "the beginning of time"
    • Click the "Clear Browsing Data" button

3.2) Clear the cache for your Adobe Flash installation:
3.3) Close your browser, reopen it and try any of our videos. This should fix your problem.
4) Does the video stop to buffer?
If you notice the video randomly pausing during playback and then playing again, this means that your connection to our servers is not fast enough to play the video without interruption. This could be caused by a slow and/or unstable internet connection from your ISP (Internet Service Provider). To see if this is the case, you should go the the 2 links below and run each test separately.

4.1) Speedtest.net
  • For SD videos, a speed of at least 600 kbps (0.6 mbps) is needed.
  • For 480p videos, a speed of at least 1500 kbps (1.5 mbps) is needed.
  • For 720p videos, a speed of at least 2500 kbps (2.5 mbps) is needed.
  • For 1080p videos, a speed of at least 4000 kbps (4 mbps) is needed.
4.2) Pingtest.net
  • An average response time of 150ms or lower is recommended.
  • A jitter of 50ms or lower is recommended.
If you don't meet these requirements you will need to do what you can to optimize your network connection by reseting your modem and/or router and making sure no other programs or computers on the network are using the internet. But if none of that helps, you may need to look into upgrading your internet service.

If none of this applies for you, you should read section 5.1 and perform the tests there to see if you are experiencing a routing issue.
5) Just see a black screen?
If the video player loads but the video itself never starts, you are most likely experiencing a routing issue between your computer/network and the server you are streaming from.

5.1) To verify this, you'll need to follow the proper instructions below to run some connection tests.

  1. For computers with Windows installed:
    • Click the Start button and then click on Run (or Window+R).
    • In the Run window, type "cmd" without quotation marks and press Enter/OK.
    • When the black Command Prompt opens, type in "nslookup cp150757.edgefcs.net" without the quotation marks and press Enter.
    • Type "ping cp150757.edgefcs.net" without the quotation marks and press Enter.
    • Type "tracert cp150757.edgefcs.net" without the quotation marks and press Enter.
    • When those commands are done, right click anywhere in the command prompt, click Select All and press Enter to copy the text.
  2. For Apple computers with Mac OSX installed:
    • Open the Network Utility which can be found by going to the Macintosh HD, under Applications and Utilities. (You should also be able to find it via Spotlight)
    • In the Network Utility window, click on the Ping tab, type in "cp150757.edgefcs.net" without quotation marks and set it to send only 4 pings.
    • Then click the Ping button and copy the results.
    • Also, click on the Traceroute tab and type in "cp150757.edgefcs.net" without quotation marks.
    • Then click the Trace button and copy the results.
  3. For computers with Linux installed:
    • Open the Terminal.
    • Type "nslookup cp150757.edgefcs.net" without the quotation marks and press Enter.
    • Type "ping -c 4 cp150757.edgefcs.net" without the quotation marks and press Enter.
    • Type "traceroute cp150757.edgefcs.net" without the quotation marks and press Enter.
    • Highlight the text to copy it.

Sample results taken when everything was working properly:
--------------------------------------------------------------------------
Microsoft Windows [Version 6.1.7600]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

>nslookup cp150757.edgefcs.net
Server: UnKnown
Address: 192.168.0.1

Non-authoritative answer:
Name: cp150757.edgefcs.net
Address: 72.247.247.159


>ping cp150757.edgefcs.net

Pinging a156.vi5g5.akafms.net [72.247.247.159] with 32 bytes of data:
Reply from 72.247.247.159: bytes=32 time=6ms TTL=122
Reply from 72.247.247.159: bytes=32 time=4ms TTL=122
Reply from 72.247.247.159: bytes=32 time=4ms TTL=122
Reply from 72.247.247.159: bytes=32 time=4ms TTL=122

Ping statistics for 72.247.247.159:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 4ms, Maximum = 6ms, Average = 4ms

>tracert cp150757.edgefcs.net

Tracing route to a156.vi5g5.akafms.net [72.247.247.159]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.0.1
2 3 ms 3 ms 2 ms 68.80.208.web-pass.com [208.80.68.193]
3 3 ms 2 ms 2 ms 74.202.6.25
4 3 ms 4 ms 4 ms pao1-pr1-xe-1-2-0-0.us.twtelecom.net [66.192.242.70]
5 5 ms 4 ms 7 ms a72-247-247-159.deploy.akamaitechnologies.com [72.247.247.159]

Trace complete.
--------------------------------------------------------------------------

5.2) Here are some things to look for when performing these tests.
  • Response Times: Ping response times that are greater than 150ms could cause downloading/buffering problems.
  • Time outs: If the test returns a lot of these asterisks (*) especially towards the end, that most likely means you are experiencing a routing problem and that your computer is unable to locate our server.
    Example: * * * Request timed out
  • Number of hops: If the trace route test returns more than 15 hops, that most likely means the server you are streaming from is too far away from you.
  • Server Location: You can get an idea of where the server is located by performing an IP lookup on the IP address of the server. The further away the server is, the more likely it is for the connection to be slow. Example: 72.247.247.159

If any of the above problems apply to you, you should change your DNS. You can find complete instructions on how to change your DNS by using OpenDNS.com's all encompasing guide but I would only suggest using their DNS if you are close to their servers. Currently, their servers are only in the USA and Europe. If you are in a different region, you should try Google's Public DNS.

6) Still having problems?
If you have followed all of the applicable instructions here and still aren't sure why you are experiencing problems or need further help with resolving them, please contact us about the nature of your problem as well as any of the necessary information from this page. For example, copies of tests you ran and details on steps you took to try and resolve the issue.

You should also include as much of the following information as you can:
  • 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)

You can also submit a bug report.