Download and buffering of videos slow on high speed broadband connection

  • 6
  • Problem
  • Updated 5 years ago
One of my customers is having difficulty watching the screencast videos. Here's her report of her experience -

"... about not being able to play videos. Well, I can play them – but it takes lots of patience. It usually takes me 20 minutes or more to see a 5 minute video – and several times it has just quit playing and nothing will persuade it to start again.

Right now I'm on Lesson 10, currently on part 5. I've tried starting the video, then pausing to let buffering finish, but that doesn't help. It will play a few words, then stop for many seconds, play another second or two – or sometimes it plays half a minute before stopping again. Very frustrating.....

I'm watching in Firefox. I tried both Chrome and IE, and neither of those worked at all. I have a pretty fast wireless connection (Clearwire) and don't have trouble watching Hulu and shows on the PBS site."

How do I help her resolve this? I've just recently re-upped for my second year and my business model depends on delivering video content.
Photo of Rick Anderson

Rick Anderson

  • 6 Posts
  • 1 Reply Like
  • anxious to resolve this

Posted 9 years ago

  • 6
Photo of Kelly Mullins

Kelly Mullins, TechSmith Employee & Helper

  • 2921 Posts
  • 676 Reply Likes
Hi Rick,
Is there a way to send us a link to your content on Screencast.com so we can see what is going on?

Also, where is your customer located? Europe? Outside of North America?

Can you give us a bit more info on the content itself? MP4s, AVIs? Any PIP, real world camera video, TOC, etc?

Thanks for any info you can provide to us.
Kelly
Photo of Rick Anderson

Rick Anderson

  • 6 Posts
  • 1 Reply Like
If you need to see it in action on my site then I need to give you a username and password, which obviously I can do in a public venue like this. I'd be happy to do that via email - rick@byobwebsite.com.

Otherwise the video she refers to is located here - http://www.screencast.com/t/ODU2Y2EyNTAt

She is located in North America - her IP address is 184.78.164.33

All of the content is mp4 created with Camtasia Studio. I use the "Embed in your page" method of inserting the video. Although I don't think that has anything to do with it. She has exactly the same experience with the link I gave you above.

Is there anyway to track the activity of her IP address and see what is happening on your end?
Photo of Mike Curtis

Mike Curtis, Employee

  • 2204 Posts
  • 216 Reply Likes
Hi, yeah our support team has battery of diagnostic tests they have people run that can focus in on where the Internet breakdown is. http://support.techsmith.com

Thanks for the sample video--I see it's 57 MB for only being 4:32 long. The screen dimensions aren't that big, so I sense something fishy in the production. Are you using the Web or Direct to Screencast.com preset?

Support can help with you optimize your production too.
Photo of Rick Anderson

Rick Anderson

  • 6 Posts
  • 1 Reply Like
Mike - I use a higher quality video settings so that viewers can watch in full screen and the text is legible. These videos often have a lot to do with text and I want that text to display as sharp and clean.

Remember that this video has been viewed hundreds of times in the last year and without complaint. I also host some videos with Amazon S3 of a similar size and she reports that those videos display fine.

Somewhere there is a breakdown between her and screencast and I'm hoping someone can help me identify it.
Photo of Kelly Mullins

Kelly Mullins, TechSmith Employee & Helper

  • 2921 Posts
  • 676 Reply Likes
Hi,
For others looking to host Camtasia Studio produced video or other content on Screencast.com, here are a couple of help articles that talk about the best file formats to use.

http://www.screencast.com/help/tutori...

http://www.screencast.com/help/tutori...

Kelly
Photo of Rick Anderson

Rick Anderson

  • 6 Posts
  • 1 Reply Like
Are you serious Kelly? Those are basic introductory articles that don't come close to shedding any "light".
Photo of Rick Anderson

Rick Anderson

  • 6 Posts
  • 1 Reply Like
FWIW - the bit rate is 214 which is well below the 1500 that screencast says is the limit.
Photo of David M. Converse

David M. Converse

  • 440 Posts
  • 26 Reply Likes
Hi Rick, I downloaded the mp4 file and played it locally in QuickTime Player, which tells me that the data rate is 1.72 mbits per second. This is a very high data rate, much higher than is practical for streaming. Some broadband connections will handle this and others will choke.

My advice is to reduce the quality and size settings so the data rate is lower for web usage.
Photo of Margharita Nehme

Margharita Nehme

  • 1 Post
  • 0 Reply Likes

Is there an ideal bit rate for online videos? I'm facing a similar challenge where my video size is 1280x720, text and audio, when producing here is what I've done:

The video is 22 minutes long,

Custom settings produce as flash/html5

video settings at 100% H.264 auto (Should I try reducing this to 75%?)

audio bit rate: 128 kbps

Thanks for your help.


This conversation is no longer open for comments or replies.