Download , Streaming and Server Related Problems
In order to help us troubleshoot the issue with server speeds and downloads we would really appreciate if you could help us with gathering a little bit more information by following the steps below
- Send your IP address. Visit http://www.whatsmyip.org/ or alternatively type it in Google ...
https://www.google.com/?q=whats+my+ip
- Provide an MR Test
How to perform an MTR test on a Windows PC
Doing a multi trace route, for windows there is a free program called WinMTR, downloadable from here:
https://portableapps.com/apps/utilities/winmtr_portable
After installing the program run it, the program window should appear.
Write the following domain name into the Host field:
hwnds.ddfstatic.com
And then press the Start button.
You can minimize the program if you want, this will collect information about the network times and loss between you and our content delivery network server.
Please leave the program running for at least 1 minute (it will send 1 packet every second, so the "Sent" column should display roughly 60 after 1minute of runtime).
You can browse, use your computer as you would like, log in to our site and start to download any videos where you experienced the timeout/interruption, hopefully you'll still experience the issue and we'll see some loss in your network, so we'll know where to continue to search for the issue.
After the time passed, stop the program, export the results into TEXT format (save it to a file) and send it to me in a response as an attachment.
How to perform an MTR test on a MAC
https://support.appliedi.net/kb/a1038/how-to-perform-an-mtr-test-on-a-mac.aspx
- affected URLs and when you saw the interruptions on those downloads.
This should be a URL to the scene, it should always start with: http://content.hwnds.ddfstatic.com/ ... usually, its a long URL, like this:
Advanced Section:
- Provide request / response headers
Google Chrome:
1. Press F12
2. Go to the Network tab
3. optional: at the bottom of the Network tab, there’s an icon that’s a solid black circle. When you hover over it, the tooltip is “Preserve Log upon Navigation” If you click that button, it turns red (“recording”) and then it won’t clear the history when you navigate between pages so you get a full trace
4. Pick the URL of the object you want to inspect headers for
Please provide us with the headers under “Response Headers”
**If you do not see anything in the URL section, try refreshing the page after hitting F12
For Firefox:
1. Press F12
2. Go to the Net tab
3. Click the URL of the object you want to inspect headers for
Please provide us with the headers under “Response Headers”
**If you do not see anything in the URL section, try refreshing the page after hitting F12
For Mac and Linux, the easiest way would be to use Curl:
1. Open Terminal
2. Type: curl -I www.website.com/path/to/file
3. Copy the output
We thank you kindly for your time in providing this information