By the end of this guide, you will be able to start debugging any reported issue. You will know if a ticket has too little information, or, if it has more information than you know what to do with, where to begin your investigation.
Title: Playback not working
The video at http://example.com/video stops and a timeout error is shown.
Given a ticket with this little information, you will know that, if you can't reproduce the issue immediately, you will need to ask for more information. For instance:
- What browser and device did the reporter use?
- What type of network speeds did the reporter have?
- Were there any user interactions (seeks, pauses, plays, manual rendition changes)?
- How long did the video play before timing out?
- Were there any console messages?
If, after investigation, the issue is still not replicable, you will know to ask for more details, such as:
- A HAR file
- Chrome's (if applicable) Media panel messages
Tickets with every possible avenue of exploration
(For anyone reporting tickets, this is the dream for ticket assignees.)
Title: Playback stops after an hour with MEDIA_ERR_TIMEOUT
The video at http://example.com/video throws a MEDIA_ERR_TIMEOUT after 60
seconds of buffering when the video is played for 1 hour.
No user interactions are made. This is on MacOS 10.15.7, Chrome 96.0.4664.55
connected to a 100mbps down connection, hardwired via ethernet.
The console only displays MEDIA_ERR_TIMEOUT, no network requests failed.
Attached are videos of the issue happening, the console logs, the HAR file
via Charles Proxy for each occurrence, Chrome's Media tab messages, and a
report of the player's current time and audio and video buffer values at
the time of the timeout error.
Given a ticket with all of that information, you will know where to start your investigation.