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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

    This has been raised as a problem and our development team are still working on it.

    :1017609

     - - - - - - - - - - - -

    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 have had the same problem with fox full episodes and also CBS full episodes.  Since I upgraded to version 9, they will not load.  

    :1017635
  • 0

    I can't reproduce using Mavericks (10.9.3) and SAV 9-0-8; using a direct internet connection.

    Examining the pcap dump doesn't indicate the issue.  It does show that the swf video is downloaded four times; each time it completes downloading one it opens a new connection, closes the old, and grabs it again.  It appears that the video is downloaded in full (the last packet is not 1440 bytes in length).  There's no obvious reason why the SWF player might be doing this.

    I used traffic shaping tools to emulate a slow and high-latency network; and was still able to view videos on Fox News  :(

    I'm obviously missing some important step; but as far as I can tell my system is configured the same as yours.  Do you see some important configuration step I've missed?

    :1017731
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    I have the same problem with pluzz.francetv.fr, when Sophos protection is on, the videos never start.

    :1017773
  • 0

    I have a similar issue with the Golf Channel. Video will stop and seem to be buffering. It all works fine when I turn web protection off or uninstall Sophos. I notice that the process SophosWebInteleligence seems to be getting a lot of network traffic while this is happening. A sample link although just about anything from this site behaves similarly: http://www.golfchannel.com/media/golf-fix-bounce-your-way-lower-scores/?cid=Email_MondayNL_20140602

    Thanks,

    Rob

    :1017811
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    I've been trying to recreate the problems for the last hour and cannot - the golf link works (and I'm planning on using a sleeping bag to perfect my wedge swing bounce later :smileyhappy:) and the http://pluzz.francetv.fr/ doesn't seem to work outside of France...

    2014-06-09_09-26-41.png

    It is proving difficult to recreate these problem :smileysad:.  At this stage I would suggest the following are causing the inconsistencies:

    - web browser

    - location in the world

    - Internet speed

    - Internet Service provider

    If someone is willing can they:

    1. Find a link to a streaming video that should work from any country (basically avoid regional/country TV broadcast sites).

    2. Confirm that disabling Web Protection resolves the problem (no point going further if it's some other problem).

    3. Test if the link works with any of the main web browser (Google Chrome, Firefox, Safari) or say which one doesn't work.

    4. Run a speed test (http://www.speedtest.net) by clicking the 'BEGIN TEST' button (DON'T click the MacKeeper 'start now') button...

    2014-06-09_11-32-34.png

    ...when the test completes, click the 'Share This Result' button...

    2014-06-09_09-33-11.png

    ...and post the link (there isn't any personal info and it does provide geolocation, ISP speed, ISP name quite neatly.  If you prefer not to post the link feel free to email it to sophossupport@icloud.com but post back to say you have emailed it through.

    Example/Demo:

    Hamilton_speed_test.gif

    5. Extra:  If you move locations (travel etc.) it would be good to know if the same problem is seem at the other location (hotel, local cafe WiFi (Starbucks), etc.).  If you can take your Mac (laptop I'd suggest) to a friends with a different ISP and test the problem that would be good.

    Hopefully when we can start to see a pattern in browsers, locations, internet speeds, ISP you're connecting through we'll being able to progress this.  Otherwise it's going to be a case of verbose trace logging (see this link) and working back from what that may or may not show.

    :1017819

     - - - - - - - - - - - -

    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 can confirm that I have the issue with 3 browsers; Chrome, Firefox, and Safari. On all 3, turning off Web Protection allowed the video to work correctly. Download speed tested to 1.25Mbps. ISP is ATT. I have the same issue on my wife's Mac.

    Rob

    :1017883
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    RobA wrote:

    I can confirm that I have the issue with 3 browsers; Chrome, Firefox, and Safari. On all 3, turning off Web Protection allowed the video to work correctly. Download speed tested to 1.25Mbps. ISP is ATT. I have the same issue on my wife's Mac.

    Rob

    Thanks Rob!

    @All: Anyone else willing to provide some results so we can build up a better picture?

    :1017889

     - - - - - - - - - - - -

    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

    Hi everyone,

    I´m having issues when trying to play one game from Miniclip 8 Ball Pool on my Mac with Mavericks Version 10.9.3. When I disable the web protection I can play.

    I´m using Sophos Cloud Endpoint Version 9.1.5

    Any help will be appreciated.

    Thanks

    :1018193
  • 0

    The Cloud version is different to the free Home Edition.  I recommend posting your question to the right board for the best answer: http://community.sophos.com/t5/Sophos-Cloud/bd-p/SophosCloud

    :1018195

     - - - - - - - - - - - -

    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.

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