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"Service Unavailable" and "Setup Timeout Error"

Hi there,

basically I don't get your player to play my video. I paste the direct URL to the video file into the form field of the dashboard and I get a "Setup Timeout Error" on the following page.
Trying the preview option delivers a "Service Unavailable" message.
When I use the embedding code on a test page on my server I get the same message. Like here:
http://sisho-interactive.com/videos/jwplayer.html

The URL to the video is: http://sisho-interactive.com/videos/interactive/test.mp4 and works fine when opened directly in the browser.

Can you give me a hint on what went wrong?

Thanks!

9 Community Answers

Greg

Best Answer  JW Player Support Agent  

Hi there,

This is a bug on our side and we are working to resolve it. We have updated all of the accounts that were getting the error but new accounts may end up in this state until the true fix is in place. If you are experiencing this problem, you can get your account into an active state by uploading a short video (you can delete it after it is ready).

Greg Twohig
Product Manager for Media Services

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jherrieven

User  
0 rated :

There are a couple other threads waiting for the answer to this same question:

http://support.jwplayer.com/customer/portal/questions/14255543-embedding-youtube-fails-timeout-service-unavailable-errors

http://support.jwplayer.com/customer/portal/questions/13266710-service-unavailable

James Herrieven

===================================================
Powered by Haiku
http://powered-by-haiku.co.uk/
---------------------------------------------------
Tatami for Online Video
http://dev.powered-by-haiku.co.uk/solutions/tatami/
---------------------------------------------------
skype: JamesHerrieven
email: james[at]haiku[dot]co[dot]uk
===================================================

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mark

User  
0 rated :

Good tying we don't use the platform James.

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Todd

JW Player Support Agent  
0 rated :

I’m seeing a Permission Denied error in the .js file from your <iframe> embed, but I am not sure why, so I will escalate this to our engineers.

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jherrieven

User  
0 rated :

Hi,

Andrew has been following up on this for me separately and this is what he came back with yesterday:

"We believe that the bug may be related to our system marking users as inactive if they are only using external links. The quickfix would be to upload a short video to your account to activate things."

I can confirm that uploading any video into the new Dashboard does suddenly seem to enable your account, and sparks previously non-working embeds into action.

This includes those for M3U8 and YouTube external sources.

James Herrieven

===================================================
Powered by Haiku
http://powered-by-haiku.co.uk/
---------------------------------------------------
Tatami for Online Video
http://dev.powered-by-haiku.co.uk/solutions/tatami/
---------------------------------------------------
skype: JamesHerrieven
email: james[at]haiku[dot]co[dot]uk
===================================================

Up Down

Greg

Best Answer  JW Player Support Agent  
0 rated :

Hi there,

This is a bug on our side and we are working to resolve it. We have updated all of the accounts that were getting the error but new accounts may end up in this state until the true fix is in place. If you are experiencing this problem, you can get your account into an active state by uploading a short video (you can delete it after it is ready).

Greg Twohig
Product Manager for Media Services

Up Down

info

User  
0 rated :

I am also experiencing the same thing and I would like to know if a resolution is already in place.

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Greg

JW Player Support Agent  
0 rated :

A resolution is in place, please let us know if you continue to experience any issues.

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l...

User  
0 rated :

we are seeing this error. please advise.

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l...

User  
0 rated :

please let us know what we can do to fix this?

This question has received the maximum number of answers.