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What does NO_CONNECTION error code mean?

Hi,
I apologize for posting here but I have exhausted other solutions.

I'm just a regular user, trying to watch streaming video that is delivered via JW platform.
The site in question is watch.cbc.ca.

This used to work as of last month, but now, all I get on this page is an error message "Please check your connection and try again." I had a look in the JS source and this message is assigned to NO_CONNECTION.
I have no idea what this means or how to fix it.

I'm using Firefox 48.0 on Windows XP SP3, flash, cookies, and javascript are enabled.
Here's what I already tried
- Firefox in safe mode: fail
- Chrome, lastest version: fail
- Firefox with Windows 7 (at the office): success
- JW player stream test (demo.jwplayer.com/stream-tester): success
- Youtube videos: success
- Contacting CBC: no answer

Thanks for any help / pointers you could provide. Sorry for bothering you.

13 Community Answers

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Todd

JW Player Support Agent  
0 rated :

Do you have any way of testing in a different operating system?

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Jean Bonlieu

User  
0 rated :

Hi Todd,
Yep: I tested it at the office which has Firefox + Windows 7 and it worked.
Thanks for your time.

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Jean Bonlieu

User  
0 rated :

Just to clarify: my previous comment was not a way to imply the problem is solved!
The issue is entirely still there - I just wanted to say it works on Windows 7 at the office.

Any ideas would be greatly appreciated. BTW, I also tried user-agent spoofing to indicate I have Win 7 and no joy.

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Todd

JW Player Support Agent  
0 rated :

I tried to load the watch.cbc.ca page from here in the US, but the page does not work outside of Canada. I guess I will have to check next time I am visiting my cousins in Brampton. And my brother is moving to Vancouver in a few weeks, so I will ask him to check for me also.

What version of Firefox do you have in Windows 7 at the office? Is it also Firefox 48?

Windows XP SP3 was first released in the spring of 2008. I am not an expert when it comes to old versions of Windows, but if the only thing that has changed is the Windows version and the video works now, then that seems like the problem. It is possible that Windows XP did not include the video codec for playing MP4 videos, but I am not certain as I cannot see the video type that watch.cbc.ca is trying to use.

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Jean Bonlieu

User  
0 rated :

Hi Todd,

Thank you very much for taking the time to try and sort out this problem.
I assume that it's beyond your duty, and I'm grateful for that.

I did some further investigating on my work computer (windows 7, Firefox 48) and from what I understand, the CBC player uses Flash. The link below will show you a screencap of the contextual menu I get when I right-click the video
http://i.imgur.com/yAAqDOb.png

But then again, when I look at the network traffic from that page, I see a lot of ".aac" files and ".ts" files so I don't know exactly what is being delivered as multimedia format.

Like you said, I think it boils down to the OS being out of date and possibly, the new player uses some fancy new way of delivering streaming which Windows XP cannot handle.

Another option would be to "download" the video itself from my work computer and watch it at home, but that sounds like quite an undertaking. I'm sure CBC engineers have tought of that and I'm not skilled or patient enough to workaround that.

So in a word, I might just have to finally upgrade, or stay late at the office to watch those episodes :)

Thanks again for your help!

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Todd

JW Player Support Agent  
0 rated :

.aac and .ts are probably HLS fragments. Firefox does not natively support HLS streams, but our player is able to play them in Flash.

Can you try the exact same thing in Chrome and send a screen shot? Our player can play HLS streams natively in Chrome without Flash, but the CBC engineers would need to enable HLS in HTML5 mode in our player if they have not done so already.

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Jean Bonlieu

User  
0 rated :

Hi Todd,

I have posted a screenshot with Windows 7 + Chrome 52 (work computer) and it looks like this:
http://i.imgur.com/u66GUHH.png

It would appear that CBC preferred an all-Flash solution (or maybe I'm getting it wrong)
Thanks for your help.

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Todd

JW Player Support Agent  
0 rated :

You are correct. They are using Flash in Chrome as well. Chrome actually ships with their own built-in version of Flash, as opposed to the external Flash plugin that Firefox uses.

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Jean Bonlieu

User  
0 rated :

So, is it correct to say that they are using HLS delivered via a Flash player, and it works on Windows 7, not on Windows XP, because of differences in the codecs required by that protocol? Just trying to recap the problem a bit in case I try further research...
Thanks again

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Todd

JW Player Support Agent  
0 rated :

Perhaps, but it shouldn’t be anything with the codecs. HLS uses MPEG-2 TS fragments, but maybe they have AES encryption or something else in their stream that XP does not like.

Does the video at http://demo.jwplayer.com/stream-tester/ work for you? That is also an HLS stream that will play in XP in Flash mode, but we do not have anything fancy like AES in use.

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Jean Bonlieu

User  
0 rated :

Hi Todd,

Yep, the test stream works fine on my home computer. It renders in Flash as predicted.
I'm starting to feel embarassed to take so much of your time. Please feel free to walk away from this at any time, because you've done more than your fair share!
Thanks again,

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Todd

JW Player Support Agent  
0 rated :

You’re welcome. I will mark this support case as closed, but certainly contact us again if you have any other support questions or concerns.

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Jean Bonlieu

User  
0 rated :

Thank you very much Todd, I really appreciate all your help.
All the best,
Jean

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