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Kaltura, File freezes or stops playing after a short time

If a video stops playing/freezes/spins after playing for a few minutes there are 2 likely causes.

We have recently had reports of videos freezing up, or that stop playing, or the media player color wheel spins. 

Possible causes:
1. The media player is buffering because there either isn't enough bandwidth on the viewer's end, or a problem with transport from the server. Buffering usually catches up and the media will play again.
2. There is a problem with how the Kaltura servers transcoded the source media file. If the video ALWAYS stops at the same point, this is not a buffering issue, this is a problem that must be escalated to the Kaltura administrators. 

This is an intermittent problem that we cannot predict or reproduce and we are working with Kaltura to resolve the matter. 

The issue is most visible to instructors who may have a few videos fail to play while the others play as expected. The Technology Services Kaltura team can resolve the issue. The team will need the netid of the student at a minimum. It is also useful to have the name of the course, and the url of the channel with the media files. The url of the media files themselves are useful, but not necessary if we have the netids and the url of the channel. 

Keywords:Kaltura, freeze, freezes, spinning, stops, bandwidth   Doc ID:89143
Owner:Drew M.Group:University of Illinois Technology Services
Created:2019-01-16 18:32 CDTUpdated:2020-03-16 16:17 CDT
Sites:University of Illinois Technology Services
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