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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

    1. This video should work but it doesn't.

    http://video.foxnews.com/v/3681234432001/rep-peter-king-provides-insight-into-mh17-crash/?playlist_id=2694949842001#sp=show-clips

    2. I can only play it after disabling the web protection.

    3. Did this in Firefox and Safari with same results... could only play the video after disabling web protection.

    4. Speed test results

    http://www.speedtest.net/my-result/3632457684

    5. I use my laptop in my local library (different ISP) and have the same result. This has also happened in hotels.

    :1018437
  • 0

    Thanks.  So far we only have a tiny bit of feedback from users with the problem...

    UserUpload speed (Mb/s)D/load speed (Mb/s)Ping (ms)
    RobA - 1.25 -
    ellenbrodsky 0.69 1.30 99

    It would help to get more of an understanding about connection speed from those seeing a problem.

    :1018479

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    Communities Moderator, SOPHOS
    Knowledge Base  |  @SophosSupport  |  Video tutorials
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  • 0

    I think we understand the Fox News video streaming issue now.  Their flash plugin has access to multiple streams of various quality, and each of those streams is further broken up into chunks.  It monitors the download speed in order to select the highest quality video your link can support.  Crucially it monitors the speed of download of each chunk, not the time taken to download the chunk.  This is important because Web Protection doesn't give the player any data until each chunk has been completely downloaded.  Since the player thinks that your network connection is unacceptably awful, it tries a lower bandwidth stream; or if it was already the lowest quality stream restarts it, and eventually just gives up.  This particular player isn't unique to Fox News; you'll find it on various other sites too; all of which will have problems if your network connection is relatively slow.

    If your connection is fast enough, then the chunk is downloaded in entirety fast enough to convince the player that the link speed is good enough.  This is why we had such difficulty reproducing the problem - we simply have a better network connection than you.

    In order to fix the problem we'll need to allow the flash player access to the video data while it is being downloaded.

    :1018493
  • 0

    So glad you figured it out I spend most of my time in a rural area where I have the highest speed availble, though they keep promising faster speeds will (eventually) come.

    :1018495
  • 0

    The videos are working again (knock wood). Thank you so much for fixing this!

    :1019643
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