Video files are not playing

theresav

I looked through the forum and didn't see anyone else posting about the video files, but I'm having lots of issues with my existing videos playing on SmugMug. Last night I even reloaded a few videos that wouldn't play for me and had them working, but today they're not.

Some do, some don't....is SmugMug just overloaded right now, perhaps? Maybe if I just be patient, things will start to load again? Or is there more going on than just that?

Allen

I have 343 videos keyworded on my legacy site, why are none showing on the new site?
http://www.photosbyat.com/keyword/bird_videos

Also noticed they are all highly pixelated even in HD.

theresav

Oops, should I have posted this thread into the Bug Report forum?

I'm just fumbling around today trying to make my site work...like everyone else, I suppose!

moiraine

Any chance for a link to a video that's not working/playing? Would love to try to see if it's something obvious!

mbonocore

Allen wrote: »

I have 343 videos keyworded on my legacy site, why are none showing on the new site?
http://www.photosbyat.com/keyword/bird_videos

Also noticed they are all highly pixelated even in HD.

Hi Allen,

I see all 343 videos if I click on that link.

Michael

theresav

Here's one video that won't play. There are many others, unfortunately.

http://theresav.smugmug.com/JohnnyVideos/Lone-Ranger/n-P82WN/i-gLPDLcV/A

Allen

mbonocore wrote: »

Hi Allen,

I see all 343 videos if I click on that link.

Michael

I get the the "no photos found" message.

moiraine

theresav wrote: »

Here's one video that won't play. There are many others, unfortunately.

http://theresav.smugmug.com/JohnnyVideos/Lone-Ranger/n-P82WN/i-gLPDLcV/A

Interesting... the video worked on my iPad but not on my desktop, sounds like a flash player issue, hopefully it gets passed up the chain!

theresav

Thanks for checking, moiraine. As much as I'm not happy that the videos aren't working, I am glad it's not just me who's having the problem.

danilohegg

I also have the same problem. None of my videos seems to play!

mcgil

Thanks to Theresav for sharing this thread. Here's my information regarding this problem. I'm having the exact same one from all browsers I've tried in my house.

All my videos are stuck in "Loading video" on my new (migrated) site.
I use the same browser as before (Firefox 17.0.7 on Windows 7 Enterprise) and I can play videos from other sites. On my same laptop I tried on IE9 and it's also not working with the same symptoms.

I also tried on my wife Macbook Pro with Firefox 16.0.2 and got the same behavior.

It's not a bandwidth problem, other sites work well (youtube), and speedtest gives me 30 Mbps down and 5 Mbps up.


I tried a few more things tonight :
- disabled Addblock plus (which was only on FF anyway)
- changed my flash player settings so that cdn.smugmug.com could save some local data on my machine
but it's still showing the same problem

I'm running Flash "You have version 11,8,800,94 installed" which seems to be the latest.


Last : I tried the Lone Ranger video by Theresav above and it shows the same problem as my videos, so it's a good guinea pig for whoever is looking into this problem.

Thanks

mbonocore

theresav wrote: »

Thanks for checking, moiraine. As much as I'm not happy that the videos aren't working, I am glad it's not just me who's having the problem.

We think we identified the issue with your video. We think the _ in the filename is causing an issue. We are working on a fix, but could you simply remove the underscore from the filename and reupload so we can see if it works? Please do not replace, as we need to have this original video remain for now for testing.

For everyone else having this issue, can you please check the filename of the videos to see if they contain underscore characters?

theresav

moiraine wrote: »

Interesting... the video worked on my iPad but not on my desktop, sounds like a flash player issue, hopefully it gets passed up the chain!

mbonocore wrote: »

We think we identified the issue with your video. We think the _ in the filename is causing an issue. We are working on a fix, but could you simply remove the underscore from the filename and reupload so we can see if it works? Please do not replace, as we need to have this original video remain for now for testing.

For everyone else having this issue, can you please check the filename of the videos to see if they contain underscore characters?

I'll do that right now and see if that takes care of the problem. (Nearly all of my video files have underscores since that's how I keep them organized!)

mbonocore

theresav wrote: »

I'll do that right now and see if that takes care of the problem. (Nearly all of my video files have underscores since that's how I keep them organized!)

Thanks! Keep me posted.

mcgil

I checked my videos who are also not playing... unfortunately there's no _ in the filename.

They have clean names like this one for example : DSCN3666.MOV

I've uploaded it in a test gallery so you can check it out and see if it plays for you :
http://mcgil.smugmug.com/Other/videotest

The video are H.264 in 1920 x 1080 around 50MB in size.

thanks.

Jtring

I was able to play it. Bandwidth issue? -- Jim Ringland

theresav

mbonocore wrote: »

Thanks! Keep me posted.

Looks like that might have been the issue. I reuploaded the video, minus the underscores, and it plays like a charm. I didn't attempt to change the preview image because I wanted the video to be 'clean' and not altered in any way.

http://theresav.smugmug.com/JohnnyVideos/Lone-Ranger/n-P82WN

So does this mean I'm going to have to reupload ALL my videos? Or is this a bug that might be fixable on your end?

I'll try uploading a couple other videos that currently won't play, just to get a bit more confirmation that this might be the problem.

mcgil

Jtring wrote: »

I was able to play it. Bandwidth issue? -- Jim Ringland

Sorry you were able to play mine ?

Nope not a bandwidth issue, got plenty of it... what's your browser/OS/flash version ?
Thanks

theresav

mcgil wrote: »

Sorry you were able to play mine ?

Nope not a bandwidth issue, got plenty of it... what's your browser/OS/flash version ?
Thanks

I was able to play your video too, mcgil. I'm using the latest version of Chrome, Win7 and Flash 11.8.800 (The latest version, I believe.)

Jtring

Yes, I can play yours, mcgill, at http://mcgil.smugmug.com/Other/videotest. I'm running Firefox 22.0, Win 7 Pro SP1, Flash 11.8.800.94. Hope this helps. I don't have a clue ...

Jim Ringland

theresav

theresav wrote: »

Looks like that might have been the issue. I reuploaded the video, minus the underscores, and it plays like a charm. I didn't attempt to change the preview image because I wanted the video to be 'clean' and not altered in any way.

http://theresav.smugmug.com/JohnnyVideos/Lone-Ranger/n-P82WN

So does this mean I'm going to have to reupload ALL my videos? Or is this a bug that might be fixable on your end?

I'll try uploading a couple other videos that currently won't play, just to get a bit more confirmation that this might be the problem.

I reuploaded a different video that currently has issues--one upload without the underscores and one upload with dashes (-) replacing the underscores. Both play just fine. I also replace the video preview screenshot on one of those videos and it still plays perfectly.

Well, perfectly as long as I set the video quality before starting. Imperfectly if I allow the "Auto" feature to decide, since it apparently starts the video at the lowest quality and the jumps to a higher one about 5 seconds in...which starts with the video all fuzzy and then visibly jumps when the quality changes.

But at least the video is actually playing with the file name edit!

mcgil

Still not successful here. however making some progress.
I just installed Chrome and my test video (posted above) plays fine ... on the same laptop where FF and IE fail at playing the video.
Unfortunately I have no plan to adopt Chrome, just wanted to try it out.

I might try to install FF and Flash beta versions to see if it fixes things...

Hometakes

theresav wrote: »

Thanks for checking, moiraine. As much as I'm not happy that the videos aren't working, I am glad it's not just me who's having the problem.

No, its not just you. The have major issues and what really upsets me is when they ask, Are you using the latest version of flash? You mean to tell me that none of my customers can see the videos unless they are using the latest version of flash. Why not just be honest and say, we got issues with the videos and are working on it. I mean, they were all working before the change. I watched yours and every now and then, it skips just as mine do. And I have 2200 videos over 3 minutes long each and each belong to a customer. Can you imagine my customers upset?

mbonocore

TheresaV, Nope, no need to reupload your videos.

mcgil

Bump. Not sure if someone from Smugmug is looking into it.
Problem is still reproducible for me and it's not related to _ in the video name.
Let me know if you need more info about my system or to try specific steps to help you troubleshoot remotely.
thanks

glamman

danilohegg wrote: »

I also have the same problem. None of my videos seems to play!

Same for me.

glamman

mcgil wrote: »

Still not successful here. however making some progress.
I just installed Chrome and my test video (posted above) plays fine ... on the same laptop where FF and IE fail at playing the video.
Unfortunately I have no plan to adopt Chrome, just wanted to try it out.

I might try to install FF and Flash beta versions to see if it fixes things...

None of mine work anymore in Smug via IE10. In chrome, they work fine. I have latest Flash and even went back to a previous version but no luck.

Aristophanes

I am in the non-working category as well. Big problem.

starrynight

theresav wrote: »

Here's one video that won't play. There are many others, unfortunately.

http://theresav.smugmug.com/JohnnyVideos/Lone-Ranger/n-P82WN/i-gLPDLcV/A

I can play this, with Firefox on a Mac.

mbonocore

Can you guys please include links to the video galleries you are referring to?

Allen

Have not unveiled but here's 352 videos. Checked first nine and only first two played.
http://www.photosbyat.com/keyword/bird_videos

Link to lightbox in caption.
BTW, this keyword will not show in NewSmug because keyword search for videos does not work.