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Basic Player Troubleshooting

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Started ‎05-23-2012 by
Modified ‎08-13-2013 by

Basic Player Troubleshooting

by Ooyala_Content on ‎05-23-2012 03:39 PM - edited on ‎08-13-2013 05:59 PM by Community Manager (3,227 Views)




Using the Player Debug Console


For advanced Player monitoring and debugging, you can use the Player Debug Console app. This app will recognize the Ooyala Player and generate player activities logs.


 To start working with our Player Debug Console, please follow the instructions below:


  1. Download the player_debug_console.air package and install it. (Adobe AIR is required)
  2. Make sure to close all websites containing the Ooyala player and Backlot app.
  3. Open the Player Debug Console.
  4. Open the manifested player website – as soon as the player loads, the debug console will start recollecting the logs.


Our Player Debug Console tool has a Log Level, which will help you look for errors and warnings; as well as a RegExp Filter, to look for specific words within the log.





Ad Troubleshooting


When troubleshooting ads there are a number of things you can do in order to determine if the root cause of the issue is on Ooyala’s side.


  1. Below you will find some Vast Validators links. These validators will indicate if the creative is being sent correctly:


-->VAST inspector


 VAST Validator


 VAST/VPAID Ad Validators



  1. Also, in order to determine if the VAST ad format is correct, and learn more about the format, please visit:



  1. We the ad being served is an in-line video you should make sure the video is in a supported format. The supported formats are:


"video/x-flv", "video/flv", "video/x-m4v", and "video/mp4".


We only support type="application/x-shockwave-flash" for VPAID ads.


  1. Our Player Debug Console is also a powerful tool to troubleshoot ad issues. It can let you know if the ad is being fetch correctly, and if it contains a valid media file.
  2. Finally, the Firefox’s Firebug ad-on, can also identify if there is a http traffic issue when requesting the ad.





Download from - http://getfirebug.com/


This tool is indispensable to:

  1. Determine how the player is embedded.
  2. Catch any traffic errors when calling API or Player components.
  3. Determine if an Ad Server is being responsive.


iOS, Android or Blackberry Issues


Playback on mobile devices can often be caused by Syndication restrictions or encoding issues.


Syndication Restrictions


In order to review the video’s Syndication settings you should:

  1. Login into your Backlot account.
  2. Go to Backlot Management tab, and select the video in question.
  3. Open the video’s Darkroom.
  4. Click on the Syndication section and check the assigned group.
  5. Exit the Darkroom, and go into the Publish tab.
  6. Enter the Syndication Group section.
  7. Select the group name pertaining to the video.
  8. Go to the ‘Device Control’ section.


- If the ‘Device Control’ is not checked, then playback will be allowed for all devices.

- If the ‘Device Control’ is enabled, then playback will only be allowed for the devices specified.




Encoding Issues


In order for videos to playback on mobile devices they will need to have a compatible stream.


  1. For iPhone devices:
  1. A compatible stream should be created in the encoding profile.
  2. This encoding should have a width of 640px, and should have a 4:3 aspect ration.
  3. This stream is also compatible with iPad, and some iPods.
  1. For iPad devices:
  1. A compatible stream should be created in the encoding profile.
  2. This encoding doesn’t need to have a particular width or aspect ratio.
  3. Although iPhone streams will always be compatible with iPad devices, iPad streams may or may not work for these devices.
  1. For Android devices:
  1. A compatible stream should be created in the encoding profile.
  1. For Blackberry devices:
  1. A 3GP stream must be created.
  2. Currently our player does not have a device recognition method for Blackberry devices.
  3. The customer, using our 3GP MRSS feed, should be in charge of developing the implementation.


If the video’s encoding does not have the compatible stream the player will display an error message.


Playback issue on specific machines


Unique viewers may report playback issues from time to time, in this cases we should make sure that:

  1. They have enough bandwidth to playback the lowest video stream.
  1. The viewer can check it’s bandwidth capacities using the speedtest.net tool.
  2. Bunny pass and Player Debug console can also help identify it the issue is bandwidth related.
  1. The viewer should also make sure to have the Flash Player’s Hardware Accelerator feature disabled, this in case there is audio and no video:
  1. Do a right click over the player.
  2. Select ‘Settings…’
  3. Go to the ‘Display’ tab and uncheck the ‘Enable Hardware Accelerator’ box.
  1. Confirm that you have the latest version of Adobe Flash Player installed on your computer:
  1. Click here to check which version you have (http://www.adobe.com/go/tn_15507)
  2. Click here to get the latest version(http://www.adobe.com/products/flashplayer) We recommend you to check the Flash Player settings on our computer.
  1. You can use the following link to check the "Global Storage Settings" tab: http://www.macromedia.com/support/documentation/en/flashplayer/help/settings_manager03.html
  1. And make sure to check the box that said "Allow third-party Flash content to store data on your computer".