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| sidebar_label | Troubleshooting | ||
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| description | Common issues and debugging tips. |
On this page you can find some additional info which can help during troubleshooting.
The network speed and bandwidth takes a crucial role in video delivery. Therefore it's recommended to verify network settings when facing play-out issues.
Some known issues and advisable configuration items:
| Topic | Description |
|---|---|
| What is the list of FQDNs the player is using? | https://theolive-anywhere.global.ssl.fastly.net https://theolive.global.ssl.fastly.net https://cdn.tla-prd.theostream.live https://discovery.theo.live https://theo-insights-prod-5cb0.ew.r.appspot.com https://time.akamai.com |
| Why is my corporate VPN having issues during playback? | In the past, we have seen 2 possible reasons for poor VPN playback: - The VPN might have a security gateway that does packet inspection. It is very important that all domains listed above are whitelisted so network requests are allowed to go through the VPN at real-time speeds. - The overhead of the VPN connection does not meet the bandwidth & network stability to play. |
| Packet inspection | Packet inspection software (e.g. Zscaler) can have a negative impact on play-out causing buffering and stalling of the stream. |
| Topic | Description |
|---|---|
Why do I get HTTP 403 responses while token-based security is disabled? |
Even when token-based security is disabled, any JWT included in a request (via the Authorization header or the token query parameter) is still validated for well-formedness and expiry. An expired or malformed token results in an HTTP 403, even though the same request without a token would succeed. Make sure your player stops attaching stale tokens. |