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Streaming video is blocked

ellenbrodsky

Hi, all,

Starting about six weeks ago, I've been unable to watch videos from a mainstream news site. The ad at the beginning plays, then it starts buffering, the video may play for as long as 30 seconds, then I get a message saying, 

"Sorry, we were unable to play the media you selected. Please try again, or select alternate media.

Error encountered: Stream not found"

Even though I have entered the site as an "allowed" site. It will work if I turn off the web protection. But it's kind of a pain to keep turning it off and on. Plus, I'm afraid I'll disable the protection and then forget to turn it on again... which I've actually already done. I have Maverick OS. FYI, I use  Sophos on my older Mac, which has Snow Leopard, and I do not have this problem.

:1016381


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  • 0

    Thanks for the post.  Have you got a link to page so I can recreate the issue?  I can then get this investigated for you.

    :1016389

     - - - - - - - - - - - -

    Communities Moderator, SOPHOS
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

  • 0

    Here's one:

    http://video.foxnews.com/v/3377562358001/the-price-of-failed-american-leadership/?playlist_id=940325739001#sp=show-clips

    It happens on all videos from Fox. I'm a writer who critiques them so I watch a lot of them and it happens on every single one. The ads at the beginning play and sometimes the actual video will play for about 20-40 seconds, then it will start buffering, then I'll get the error message.

    I'm also attaching a screen grab for your reference.

    Thank you!

    :1016395
  • 0

    I've just tested now and it seems to work OK.  Can you check what I did is the same as you...

    • Does that video fail right now?
    • Do all the videos always fail or do they sometimes work and sometimes do not?
    • Are you using a different browser than Safari?  Does one browser work and another does not (if you can test a few browsers - they do have their  own peculiarities - that would help).
    • What OS X version are you using?
    • What Sophos Anti-Virus version are you running?
    • Are there any other http traffic filtering software installed on the computer?  Maybe have a look in Applications.
    • If you consider your internet connection:  Are there any firewalls or proxies between your computer and the external internet connection?  Consider things that may be filtering network traffic.

    Just trying to think what may allow it to work here, but not for you.  Obviously you said if Web Protection is disabled it works fine, but that could mean there is an interaction with some other software or hardware that I won't have and hence I won't be able to recreate the issue.  Let me know as much info. as you can.

    :1016397

     - - - - - - - - - - - -

    Communities Moderator, SOPHOS
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

  • 0
    • Does that video fail right now?

    Yes, it still fails when I try to watch it on FoxNews.com.

    • Do all the videos always fail or do they sometimes work and sometimes do not?

    All the Fox News videos fail unless I disable the web protection. I can watch other videos online though, without problems.

    • Are you using a different browser than Safari?

    I have tried it in both Safari and Firefox and they both fail unless the web protection is turned off.

    • What OS X version are you using?

    I'm usiing 10.9.2

    • What Sophos Anti-Virus version are you running?

    This computer with the problem has Sophos 9.0.8 My older Mac, with Snow Leopard, is running an older Sophos version (8 something) and the videos work fine.

    • Are there any other http traffic filtering software installed on the computer?  Maybe have a look in Applications.

    Not that I am aware of. I have never installed any. I didn't see any in Applications, either.

    • If you consider your internet connection:  Are there any firewalls or proxies between your computer and the external internet connection?  Consider things that may be filtering network traffic.

    I don't think there are any firewalls. Also, I didn't have this problem until about six or eight weeks ago (I've not changed any configurations to my network since then). Plus, I do not have the problem on either my Windows desktop or my older MacBook Pro. I do have the problem when I'm on other networks with this computer.

    I was able to watch your video, streaming below.

    :1016399
  • 0

    Thanks for the answer.  I'll have to check with the main support team on Monday and see if we have any history of this.  Are you OK working around the problem for now?

    :1016407

     - - - - - - - - - - - -

    Communities Moderator, SOPHOS
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

  • 0

    I do work around it, but by disabling  the web protection which makes me a tad nervous that I'll forget to re-enable it (which I already did once). By the way, it seems that I need to turn off both the web protection tabs for the video to play. I tried turning off one at a time and it would not work.

    Thank you very much for your assistance!

    :1016423
  • 0

    We've trying to re-create this issue in-house today but can't.  Therefore in order to understand the problem better can you output Sophos Web Intelligence trace logging as described in the thread linked below.

    Note: Can you email the output file to sophossupport@icloud.com and post back to say you have emailed it through.

    http://openforum.sophos.com/t5/Mac-tools-help/How-to-output-Web-Intelligence-trace-logging-for-Sophos-Anti/td-p/16461

    Thanks.

    :1016463

     - - - - - - - - - - - -

    Communities Moderator, SOPHOS
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

  • 0

    Sorry for the delay. I finally had the opportuntiy to create the file and I just emailed it.

    :1016583
  • 0
    Received - thanks. I've passed it on to our development team for analysis and comment.
    :1016585

     - - - - - - - - - - - -

    Communities Moderator, SOPHOS
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

  • 0

    What are the results from your development team?

    I am having the same exact problem when I use Chrome, Safari or Opera browsers with the Sophos Web Protection "On" and only when trying to view foxnews videos.

    I have OS X 10.9.3

    :1017515
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