search

RenderHeads / UnityPlugin-AVProVideo

AVPro Video is a multi-platform Unity plugin for advanced video playback
https://www.renderheads.com/products/avpro-video/
232 stars 28 forks source link

Streaming videos are failing to load for some users #1410

Closed ghost closed 1 year ago

ghost commented 1 year ago

Describe the issue Some of our users are reporting that all of our videos are failing to load. I log out if it's RenderHeads.Media.AVProVideo.ErrorCode.LoadFailed or RenderHeads.Media.AVProVideo.ErrorCode.DecodeFailed. So far all users have reported that it says LoadFailed.

I am unable to reproduce the issue and am at a loss at what the issue could be to attempt a fix.

Your Setup (please complete the following information):

To Reproduce I'm unable to reproduce.

Videos The app is Vodiac VR on iOS/ Android

Chris-RH commented 1 year ago

Hi @ImmotionPeterL

We can't really do a lot with that information.

  1. Are you able to provide full logs for any of those devices?
  2. Do you have samples of any of the videos that are failing to load? We don't have any of those exact devices, but have similar ones that we could test the video with. You can email them to unitysupport@renderheads.com
ghost commented 1 year ago

Unfortunately this is coming from our customers, who can't follow simple instructions. I do not have logs and can't get them.

They can't load any of the ~77 videos we have in the app, which all work for the vast majority of our users.

I was hoping to get some pointers of what causes the "LoadFailed" error, as they all say they're on good connections, using WiFi

Chris-RH commented 1 year ago

Are you able to send us any sample videos? It would be helpful to know things like resolution, codec, bitrate etc.

There are a few things that can cause loading to fail. Most likely a lack of system resources, such as memory.

ghost commented 1 year ago

I've just emailed a few links to our videos over now - the links are valid for a week, forgot to mention in the email.

Ste-RH commented 1 year ago

I am playing back the first link you sent here on an Xiaomi Mi10T just fine. Video details are:

[X] Track:0, id=0, mimeType=video/avc, bitrate=10000000, res=3840x1920, supported=YES [X] Track:1, id=1, mimeType=video/avc, bitrate=5000000, res=3840x1920, supported=YES

So 4k, 30fps (I think), 10 and 5 mbit/s. Not crazy as videos go.

Unfortunately, without logs, I am not sure what help we can offer.

stale[bot] commented 1 year ago

This issue has been automatically marked as stale because it has not had recent activity. It will be closed if no further activity occurs. Thank you for your contributions.

Chris-RH commented 1 year ago

I'm going to close this for now, but please reopen it when you can provide us with some full logs. Thank you