BitGravity Player 6 Debug
D e b u g   T o o l s

Common Issues

1. The BitGravity Player does not appear at all

  • Ensure that you do not have AdBlock or other ad blocking browser plugins installed. We have noticed that some can prevent the player from showing up EVEN WHEN DISABLED. In particular, we have seen this with the AdBlock plugin for FireFox.
  • Check your version of Adobe Flash Player. Version 9.0.16 is required.
  • Check your player embed code. Use the BitGravity Player Setup Wizard to generate error free embed code.
  • Ensure that your embed code is placed in the body section of an HTML page. That is - somewhere between <body> and </body>. Saving the embed code on its own, in an HTML file will not suffice.

2. Audio plays but no video appears

  • Ensure that you do not have AdBlock or other ad blocking browser plugins installed. We have noticed that some can prevent the player from showing up EVEN WHEN DISABLED. In particular, we have seen this with the AdBlock plugin for FireFox and some FireFox skins.
  • If you are the content publisher, ensure that the audio codec you are using conforms to Adobe's specifications.

3. The player appears but no video appears

  • Check the embed code File and FileQuality# parameters contains no ampersand (&) characters. Replace these with %26. The player wizard and this debug page will do this automatically.
  • If using a Secure Access URL, confirm that the URL is valid by entering it in your browser address bar. Reaching a 403 Forbidden error page indicates that URL has expired or is being refused based on incorrect hash or other limiting parameters. 404 indicates that the file does not exist.
  • The video may not be in a format playable by the Adobe Flash Player plugin. FLV / F4V / MP4 / MOV / M4V are typical extensions of Flash playable video, but NOT ALL possible encodings are supported by Adobe. View more detailed specifications.

4. There is a long pause before my video starts playing

  • This is unfortunately typical of large H.264 video files. Some have large headers (4MB has been seen!) and most require a lot of up-front processing by the CPU. Adobe Flash Player prior to version 10.0.22.87 handled large H.264 video files very poorly on startup, often resulting in a 10-30 second freeze. The often large header of the H.264 video will still need to download before the video can start playing.

5. Advanced Seek (seeking to a part of the video that has not loaded) causes an FLV video to restart

  • The metadata of the video may be corrupt or insufficient. Obtain FLVMDU from your BitGravity Dashboard account and reinject your FLV video with new metadata (use flvmdu myvideo.flv). The other video formats contain sufficient metadata by default. Contact support if you experience this issue with any of the H.264 video formats (F4V / MP4 / MOV / M4V).

6. Advanced Seek causes the video to disappear completely

  • Ensure that if you are using BitGravity SecureAccess, your expiry time is sufficient for all necessary advanced seeking. If you set your video expiry to 3 seconds, and after 5 seconds a user seeks to a previously unloaded part of the video, playback will be prevented.

Adobe Flash Player

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Video File Diagnostics

HTTP

Enter video file to check:


RTMP

Enter video file to check: (should be of the form /customername/filepath/video.flv - do not include http://bitcast-*.bitgravity.com)

Streaming Server:

RTMP Port Checking