Standard nor Premium videos will not play for me. Not on the Windows 10 App on my PC. Not on the Roku nor the Website. Website just never loads the video. Same with Roku. Win 10 App just gives me video file missing error. I also can't download them either. Just get an error page.
No video will play at all on any device.
Guessing because you're using a Roku that you're at home? If not are you on a network that isn't managed by you? Have you tried on your phone if possible? Have you tried making a new account to access videos?
Just thinking of ways you can isolate the issue to account / network / device etc...
Have you rebooted your PC or network devices?
I don't own a smartphone but not tried a new account. Thing is if I tried a new account I know I could get standard vids since they are Youtube. Yes I am at home.
The point of trying a new account is to see if it works on the site, since you're attempting to rule out an account issue as a form of troubleshooting. The exercise isn't to simply get you to Youtube to watch content, it's to isolate the problem.
Also, for the folks trying to help you out, have you provided this information to the support folks? This thread has some tips / pointers for identifying your issue. https://www.giantbomb.com/forums/bug-reporting-33/how-to-submit-a-detailed-error-report-1807614/#1
Email support@giantbomb.com I think that is your best bet.
Have you tried a new account to check functionality? I'm only mentioning things simply to assist with your troubleshooting. Also, as @mushida mentioned, you should probably contact them via the support e-mail as well and utilize the bug reporting sticky to give them as much information as possible. Also, to satisfy my morbid IT support curiosity, have you rebooted your PC yet?
@ryudo If you installed the gb app on roku through their channel search, remove it. That one no longer works and may be causing users api key to get banned. Install the gb app through this link https://my.roku.com/account/add?channel=HMQ2MJ and go through the syncing process again.
Does the Win 10 app also require some kind of account sync? I am not familiar with it.
@ryudo I wasn't able to replicate the issue. I was able to play the video with your api key on Win 10/Chrome. I PM'd a link to a GameSpot video that is hosted on the same CDN. If that video does not play then Gaff may have had the right idea. There may be a server between your location and our video servers that is dropping packets. If you're okay with it, you can try changing your DNS to a public one and maybe the new routing will fix the timeouts.
@frobie: What's interesting here is the information shared by @ryudo about having someone in NY log in and experience the same issue with the account.
What could possibly rule out a network/firewall issue is having OP log in with a standard account and attempt to view videos. If it works with another account, I'd have a hard time believing there's something filtering / dropping traffic in between. Not sure if it's been done yet, but it's why I suggested it.
Either way, changing DNS and/or trying a new account would be my suggested next steps. Also a trace route would be helpful.
@ryudo: Can you try making a new account with a new email address and letting me know what it is? I can try hooking that account to Premium; if the videos don't work on that account, it should help us verify that it's either something in your account (most likely) or verify that it's an issue with your connection to the CDN.
@retrodragon: Alright, try watching now and we'll see what happens.
Google reset everything and I factory reset my router and they say it's something to do with your server. So I am all confused and no clue where to go from here. Everything has been reset form accounts to routers to Rokus to my PC to my account settings on my ISP.
Nothing works on this account either. You guys sure there was not some setting on the server,something small that was changed that had unexpected side effects?
Google reset everything and I factory reset my router and they say it's something to do with your server. So I am all confused and no clue where to go from here. Everything has been reset form accounts to routers to Rokus to my PC to my account settings on my ISP.
So I'm assuming you can't watch videos on the new account as well?
@retrodragon If you want to try changing your DNS here are step-by-step instructions to change your DNS from your ISP server to the public OpenDNS: https://support.opendns.com/hc/en-us/articles/228007207-Windows-10-Configuration
At step 4, copy down the ISP addresses if you want to change back at any point.
Yeah done that. :( Thanks for taking your time guys. I hope it's resolved at some point. Still appreociate the help.
@retrodragon Any browser plugins that may have automatically blocked akamaized.net on accident? Ghostery, uBlock, AdBlock, etc.
@retrodragon Yeah. Just shoot off an email to the support line. Sorry we couldn't get things fixed.
@ryudo Traceroute sounds like the way to go. Set your DNS to the one your ISP provided and then:
For windows, open a cmd window and run: tracert giantbomb-pdl.akamaized.net
For mac, open a console window and run: traceroute giantbomb-pdl.akamaized.net
There may be a timeout somewhere between your location and the akamai edge servers which the ISP can fix.
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