male4622: VOD Buffering - 12/9/20 - Technical Support

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VOD Buffering

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Technical Support: VOD Buffering

Created by: gonad9999

1/8/21 @ 5:08pm (EDT) | UTC - 4:00
Posts: 184

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I would say the situation is slightly improved, but am still getting far too much buffering. So much so that I would actually say that for me it is not worth trying to watch atm

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Created by: male4622

1/9/21 @ 3:25am (EDT) | UTC - 4:00
Location: United States
Posts: 571

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It was horrible again for me this morning around 3:30 am EST. Every video buffered...even the previews.

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Created by: woody06

1/9/21 @ 4:45am (EDT) | UTC - 4:00
Posts: 106

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Out of curiosity, at what time of the night did you view and not experience buffering?

I noticed playback improvement around 430 PST but there were no adjustments made by our teams at that time. What I did notice was that my ping test results went from 117.8 Mbps in late morning, when I was experiencing buffering, to 392.7 Mbps by evening, when videos stopped buffering for me.

VsAngelaA,

I noticed VOD playback improvement on 01/07 between 11pm-5am CT/9pm-3am PT.

Woody

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Created by: gonad9999

1/10/21 @ 4:37pm (EDT) | UTC - 4:00
Posts: 184

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Angela, I don’t think anyone believes that you are ignoring this problem, in fact in the past you have gone above and beyond to sort out problems, but it is very frustrating to not be getting functionality which is paid for

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Created by: sethowen86

1/10/21 @ 5:34pm (EDT) | UTC - 4:00
Posts: 34

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It was bad again today, for me it was the first time since the initial complaints. See if you can re-implement the "fix"?

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Created by: gonad9999

1/12/21 @ 4:34pm (EDT) | UTC - 4:00
Posts: 184

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Still no improvement for me

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Created by: vsangelaa

1/16/21 @ 1:11am (EDT) | UTC - 4:00
Posts: 81

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Hey, Guys!
I can't claim to relay anything good, but I do want to give you an update. The systems team is still digging into the servers. It looks like there could be conflict created by software versions. We also reached out to our vendor regarding the matter. I anticipate updates will be made early next week.
We apologize for the inconvenience and thank you for your patience in this matter.

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Created by: petek

1/16/21 @ 2:17am (EDT) | UTC - 4:00
Location: Heart of England
Posts: 542

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As bad as ever at the moment. With buffering it took almost 3 minutes to view 1min40secs of a VOD

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Created by: male4622

1/16/21 @ 9:47am (EDT) | UTC - 4:00
Location: United States
Posts: 571

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As bad as ever at the moment. With buffering it took almost 3 minutes to view 1min40secs of a VOD

Agree.

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Created by: skyoceanearth

1/16/21 @ 10:51am (EDT) | UTC - 4:00

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absolutely horrible service

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Created by: gonad9999

1/16/21 @ 4:40pm (EDT) | UTC - 4:00
Posts: 184

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Thanks Angela, hope it is sorted soon as things seem to be getting worse

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Created by: legman61

1/17/21 @ 2:50pm (EDT) | UTC - 4:00
Posts: 15

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I have details as to what I am seeing wrt latencies and response speeds if anyone from customer service wants to get some quantitative data. The basic is that latencies are in the tens of seconds and response speeds in KB/sec.

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Created by: will_the_quiet

1/17/21 @ 3:01pm (EDT) | UTC - 4:00
Location: USA - Florida
Posts: 1

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Unfortunately I have been having the issue myself and thought it was on my side. However my bandwidth speed is 400/400. I ran a speed test and I was getting almost 500mbps download speeds, so it certainly wasn't my bandwidth. I am on a brand new iMac so I know that it isn't my cache. I tried Safari, Chrome and Firefox. The worst was Chrome, so I actually deleted it off my system. Unfortunately Safari and Firefox seem to be the same. while having the buffering issues I jumped over to YouTube to see if I was getting it there. No problems whatsoever - video there ran perfect. Has anyone else had it with live shows? That just recently started happening and in two incidents the model dropped off the system. They lost their connection to the site. I confirmed when they got back online.

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Created by: male4622

1/18/21 @ 2:06am (EDT) | UTC - 4:00
Location: United States
Posts: 571

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It really is very very very bad tonight. 2:05 am EST.

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Created by: legman61

1/19/21 @ 9:43am (EDT) | UTC - 4:00
Posts: 15

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It was better this morning, 8:00est. However, after an hour mark of playback, the buffering became impossible to tolerate.
I think the streaming servers may cache some data to serve out and the cache is exhausted and bad buffering occurs as the servers try to serve out video in real time as it processes.

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Created by: male4622

1/23/21 @ 9:56am (EDT) | UTC - 4:00
Location: United States
Posts: 571

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It's still impossible to watch a VOD. I appreciate the efforts to solve the issue, but I think something needs to happen soon or I will be leaving the VIP program. The main benefit, to me, is to be able to watch my old VOD. If I cannot do that, then why should I remain as a VIP member? That's the perk. Please advise. This problem was first reported last month. From an outside perspective, it would seem as if that this is not a priority despite what has been said here. Do you see where I'm coming from?

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Created by: male4622

1/25/21 @ 5:20pm (EDT) | UTC - 4:00
Location: United States
Posts: 571

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Is there any update on this issue??

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Created by: vsangelaa

1/25/21 @ 8:15pm (EDT) | UTC - 4:00
Posts: 81

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Created by: jaygatsby1925

1/26/21 @ 6:43pm (EDT) | UTC - 4:00
Posts: 70

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I am sorry but i dont believe that the issue is fixed or ever fixed. It has been like this for weeks if not months. What is the actual issue? servers, site volume? I dont feel like it is on user end. Almost impossible to watch anything recorded, plays for few seconds then buffers for few seconds.

Completely agree with what users are posting. This has been a consistent problem for weeks and it doesn't matter which browser or what VODs - new and old. This undercuts the value of VIP membership.

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Created by: legman61

1/26/21 @ 9:15pm (EDT) | UTC - 4:00
Posts: 15

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I checked in with Systems and it looks like they are going to lighten the load on the equipment that serves VOD, commercials, and photos. They are doing a final integrity check on new servers and will start the transfer tomorrow which will reduce the volume of processes on the current equipment. While the transfer isn't anticipated to be completed until the 29th, they are optimistic that as the transfer is happening, the VOD servers will be less stressed and playback will improve prior to the 29th since the redistribution of traffic over twice as many servers should balance the load.

We apologize for this inconvenience. As you know, we have been growing at an alarming rate in model rooms, site features, and traffic volume, and continue to add infrastructure to accommodate the growth. Unfortunately, we did not anticipate the volume of photo traffic and suffered a bottleneck in requests. Our goal is always to provide you with the best experiences, but every once in awhile, we step on our own shoelace and stumble. We thank you for your patience as we go through these growing pains and we look forward to delivering you new premium experiences with our expansion and upgrades.

I hope you are misstating what the plan is. If you are indeed transferring data, you are missing the point of network, disk performance and system resource consumption. Until the resources are reconfigured and some sort of intelligent load balancing in place, the load on the servers will be worse as the servers will be gasping to satisfy VOD and other workload while trying to transfer data.

This most definitely is being seen now I fear. Whereas I was lucky to watch one VOD, others are abysmal. Performance worse in my estimation.

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