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Client reporting freezing and stutter's even with full transcode

Freezing Stuttering Playback Server Client Transcode General

Best Answer ButtoxDany , 06 June 2018 - 09:10 PM

Me and my client were able to watch two movies without any freezing or stuttering whatsoever. The only difference being that i ran the server behind a VPN this time.So i guess for the time being the issue is resolved. Guessing it had something to do with my ISP throttling me. Which is weird, because with the VPN my speeds were cut in half (still plenty for streaming) but in the end it ran just fine.

 

Edit: Thank's to everyone who gave me suggestions and way's to test what was going on. Thank's Doofus for help setting up the VPN! 

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#1 ButtoxDany OFFLINE  

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Posted 02 June 2018 - 06:55 PM

One of the remote users on my server has been reporting freezing and stuttering quite often despite waiting for the transcode to reach 100%. It has happen across several different movies. It will play fine for some time but after 10-30 minutes the movie will freeze and it will never stutter and freeze from that point on. The movie is always 100% transcoded before playback begins and both of our speeds are quite sufficient for streaming and we experience no problems on any other sites. Were mainly using the web interface and google chrome for the remote user to play movies but have tried using embycon for kodi and experienced the same problem but much worse (froze every 2 minutes). I've tried enabling and disabling hardware acceleration as well as limiting the bitrate. In the past we've had success using 1080p 5mbps and waiting 30-45 minutes before playback. Now with the same settings were experiencing way more problems. Not quite sure what more i can try. 



#2 Luke OFFLINE  

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Posted 02 June 2018 - 09:41 PM

Hi there, can we please look at an example? Please attach the information requested in how to report a media playback issue:
https://emby.media/c...port-a-problem/
Thanks !

#3 ButtoxDany OFFLINE  

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Posted 03 June 2018 - 02:27 AM

Hi there, can we please look at an example? Please attach the information requested in how to report a media playback issue:
https://emby.media/c...port-a-problem/
Thanks !

Hello, here are my transcoding and server logs. Thank you.

Attached Files



#4 ebr OFFLINE  

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Posted 03 June 2018 - 10:25 AM

and we experience no problems on any other sites.

 

Where is your server located?  What is the upload speed of the internet connection there?

 

When you "stream from other sites" (which I interpreted as something like Netflix or Hulu) you are streaming from a server that has an extremely fast upload internet connection.  So, the only factor affecting speed for you is the download side of your client.

 

When you stream from your Emby server, the connection is limited not only by the download speed at the client but also the upload speed at the server (often limited and throttled severely on consumer ISPs).



#5 ButtoxDany OFFLINE  

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Posted 03 June 2018 - 02:51 PM

Where is your server located?  What is the upload speed of the internet connection there?

 

When you "stream from other sites" (which I interpreted as something like Netflix or Hulu) you are streaming from a server that has an extremely fast upload internet connection.  So, the only factor affecting speed for you is the download side of your client.

 

When you stream from your Emby server, the connection is limited not only by the download speed at the client but also the upload speed at the server (often limited and throttled severely on consumer ISPs).

Upload speed of the server never drops below 30mbps, but averages 50. Download speed of the client is usually 25-30mbps. 



#6 ebr OFFLINE  

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Posted 03 June 2018 - 03:25 PM

Upload speed of the server never drops below 30mbps, but averages 50. Download speed of the client is usually 25-30mbps. 

 

How many people are trying to stream simultaneously?



#7 ButtoxDany OFFLINE  

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Posted 03 June 2018 - 03:32 PM

How many people are trying to stream simultaneously?

Just one at the moment.



#8 ebr OFFLINE  

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Posted 03 June 2018 - 03:37 PM

It could be a latency issue as well.  Based on your description, and the fact the transcode is plenty fast enough, it sure sounds like a network bottle neck of some sort.



#9 ButtoxDany OFFLINE  

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Posted 03 June 2018 - 03:41 PM

It could be a latency issue as well.  Based on your description, and the fact the transcode is plenty fast enough, it sure sounds like a network bottle neck of some sort.

Hmm. I guess i'll have to try and lower the quality settings.



#10 ButtoxDany OFFLINE  

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Posted 03 June 2018 - 08:39 PM

I have since tried to stream using emby and Plex and the issue presents itself on both servers. I have no idea what the problem could be in relation to networking.



#11 Jdiesel OFFLINE  

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Posted 03 June 2018 - 08:51 PM

As a test trying downloading the file directly from the Emby webui. What kind of speeds do you get?

#12 ButtoxDany OFFLINE  

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Posted 03 June 2018 - 08:59 PM

As a test trying downloading the file directly from the Emby webui. What kind of speeds do you get?

So my speeds are fine, it say's it could download a 9gb file in 9 minutes. Same with my friend. I however did find something interesting in my log. Does this mean his ping is over 14000? I found a few other super high numbers like that in my log. 

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Edited by ButtoxDany, 03 June 2018 - 08:59 PM.


#13 Waldonnis OFFLINE  

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Posted 03 June 2018 - 10:25 PM

Sounds like a latency issue somewhere between you and your friend.  Bear in mind, network connections between two points on the Internet aren't direct - they go through sometimes dozens of routers in between, some of which may have issues or are overloaded at a given time.  Thus, the effective bandwidth between any two points is only as good as the worst router in the chain.  To give you an idea, my ISP has a flaky edge router that they refuse to take out of the loop.  When it misbehaves, my 100Mbit download speed turns into 1.2Mbit (if that) for any traffic going outside of their network and onto the regular Internet, and my upload speed is similarly hobbled.  If you're a gamer, think of it like having a high ping in an online game - your Internet connection may be fine, but there may be a problem on the server-side connection...or somewhere between you and the server.

 

You can try a traceroute between your IP and your friend's to see if there are any issues somewhere in between (have your friend do the same, as the two of you may take different routes to each other).  If you spot a problematic router or route, you can ask your ISP(s) to take a look at it.



#14 ButtoxDany OFFLINE  

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Posted 03 June 2018 - 11:02 PM

Sounds like a latency issue somewhere between you and your friend.  Bear in mind, network connections between two points on the Internet aren't direct - they go through sometimes dozens of routers in between, some of which may have issues or are overloaded at a given time.  Thus, the effective bandwidth between any two points is only as good as the worst router in the chain.  To give you an idea, my ISP has a flaky edge router that they refuse to take out of the loop.  When it misbehaves, my 100Mbit download speed turns into 1.2Mbit (if that) for any traffic going outside of their network and onto the regular Internet, and my upload speed is similarly hobbled.  If you're a gamer, think of it like having a high ping in an online game - your Internet connection may be fine, but there may be a problem on the server-side connection...or somewhere between you and the server.

 

You can try a traceroute between your IP and your friend's to see if there are any issues somewhere in between (have your friend do the same, as the two of you may take different routes to each other).  If you spot a problematic router or route, you can ask your ISP(s) to take a look at it.

Any helpful way's on how i can run a traceroute between the both of us?



#15 Jdiesel OFFLINE  

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Posted 03 June 2018 - 11:29 PM

Any helpful way's on how i can run a traceroute between the both of us?

 

What OS are you running? If you are on Windows open a command prompt window and type "tracert" and the IP address of your friend, for example "tracert 107.34.54.102"


Edited by Jdiesel, 03 June 2018 - 11:30 PM.


#16 ButtoxDany OFFLINE  

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Posted 03 June 2018 - 11:40 PM

What OS are you running? If you are on Windows open a command prompt window and type "tracert" and the IP address of your friend, for example "tracert 107.34.54.102"

Ran the trace. Reached his general area (not precise) and got a 70ms result. Everything after was "Request timed out" however a quick google search told me that's normal and not a sign of worry.



#17 Jdiesel OFFLINE  

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Posted 03 June 2018 - 11:47 PM

Ran the trace. Reached his general area (not precise) and got a 70ms result. Everything after was "Request timed out" however a quick google search told me that's normal and not a sign of worry.

 

70ms is reasonable. Try using MTR as it continuously runs the same traceroute and can identify intermittent issues that might not show up in a single test. Try running it for 15 minutes and see if any timeouts or slow responses show up.

 

http://winmtr.net/download-winmtr/

 

If it can be determined to be a latency issue caused by the route the data is traveling there may be a way to improve it using Cloudflare but right now it is best to identify if that is the issue.


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#18 WhackOBill OFFLINE  

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Posted 04 June 2018 - 12:19 AM

I have one remote client (father-in-law) that is having a similar issue since the latest update.  He can start just fine but after a few minutes the transcode downshifts to 128Kbps and it becomes unwatchable on his end.  I assume this is some feature for poor connections where it tries to maintain the link when there is a speed or dropout issue over the link.  As a test, I had a friend in my local area connect and try to watch at 720p and he also had the same downshift.  Running Speedtest, when no one is connected, gives me about 4Mbps uplink speed.  I'm booting my ASA5516 just to make sure it hasn't lost its mind.



#19 ButtoxDany OFFLINE  

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Posted 04 June 2018 - 12:24 AM

70ms is reasonable. Try using MTR as it continuously runs the same traceroute and can identify intermittent issues that might not show up in a single test. Try running it for 15 minutes and see if any timeouts or slow responses show up.

 

http://winmtr.net/download-winmtr/

 

If it can be determined to be a latency issue caused by the route the data is traveling there may be a way to improve it using Cloudflare but right now it is best to identify if that is the issue.

Alrighty, i ran the test and included a screenshot of the results. Bottom set of numbers which are right above the red underline was the last destination i could reach. Everything below that was marked "No response from host" which i'm guessing is normal. It is however the correct city where the client is located.

 

Also as WhackOBill pointed out, it's the same issue. As soon as it freezes it's unwatchable from that point on and never recovers. 

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Edited by ButtoxDany, 04 June 2018 - 12:29 AM.


#20 Waldonnis OFFLINE  

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Posted 04 June 2018 - 01:24 AM

Traceroute looks pretty good, but it's a snapshot in time so it may not always be that great.  I would definitely run another during "prime time" (circa 7-8pm local usually) and when one of your friends/relatives encounters a problem with playback.  If you can coordinate it, have one of them try playing something while you're running traceroutes.  If it stalls, you may be able to catch where the problem is.  And yeah, stalling prior to the last few hops is common, since many home routers and ISP edge routers block those requests for security reasons.  Having the other person run a traceroute as well should help you see what's going on from the other side of that router, though.

 

Out of curiosity, do you have a QoS setting on your router and is it enabled?  I've seen problems with that in the past with a few different brands of consumer routers' (and even some enterprise routers') QoS implementations.  It might be worth turning that off if it's enabled to see if it helps.  I'm probably barking up the wrong tree with this, but it's caused me problems in the past with gaming/media streaming so I figured I'd mention it.







Also tagged with one or more of these keywords: Freezing, Stuttering, Playback, Server, Client, Transcode, General

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