Hi all, when we use a phone app encoder to stream to our cloud transcoder and then play from JW Player latest, if the phone encoder stops, the player goes into an infinite loop with a 404 error on the chunk. Our JavaScript onError() handler is not being called, so we cannot kill the player. Why is our onError() not being called?
We also notice our onError() is not being called on fatal errors like No level in manifest. Why not?
Hi,
For me to reproduce this issue reliably I will need the following information:
Browser name and version:
Operating System name and version:
Device make and model:
Provide step by step instructions on how to reproduce the issue on your page:
A test page replicating the issue as described in the document below:
https://support.jwplayer.com/customer/portal/articles/2186238-troubleshooting-%E2%80%94-creating-a-test-page
The test page must not contain any additional code or CSS, it must only contain the player and concrete steps to reproduce with expected and actual behavior.
HI George, Sorry our workflow is complex. We cannot provide a simple arrangement for you.
Browser doesn't matter, it happens on the latest Chrome and Safari in Mac OSX SIerra.
If you read the issue you would see it cannot be reproduced simply.
We have read through all of the JW Player documentation on errors. It is scattered through out dozens of articles. However, nowhere does it refer to receiving 404 error by the player, or the player reporting those errors to the JS SDK.
Another question George, how am I supposed to find my way back to this page if I close my browser tab?
HI George, Maybe we can reproduce it on a test page or even on your stream-tester page, but we would have to work together at the time to make it happen. Can you contact me to arrange a time to do it?
Hello Michael,
You should open a support case, this way you have a reference to go back to. Regarding the test page and your test scenario, the latest player should throw an “The live stream is either down or has ended.” error 30 seconds after receiving a 404.
https://support.jwplayer.com/customer/portal/articles/1403682-common-error-messages
Hello Michael,
My colleague mentioned you didn’t see a response on this forum thread, see the above ^
Hi George, Todd and Donni did a screenshare session with me and we were able to reproduce this problem. It is caused by an issue in the HLS provider that JW Player uses. As you mention, sometimes the HLS provider will try a few times to read the chunk again, then it will try a chunk of the different bitrates in the manifest, and if it still gets 404 on these is will finally throw an error. However there is also a scenario where the HLS provider just continues to request the same chunk forever.
Hello Michael,
That is correct, we’ve also mentioned during the call that it would be best to manage the status of your stream from a JSON file with that’s hosted on your CDN. This way all of your client pages can ping the CDN for the status of the live stream.
