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Error Loading Stream: ID Not Found on Server

Hey,

We use the JW Player 6 on our site. For the most part, it works just fine. We have many students who watch the movies without problems (we have numerous online schools for music production). However, every now and then, someone contacts us saying they can't watch the movies and get the 'error loading stream - ID not found on server' message. This is normally the message when the movies aren't there right? And they are there!

The spec they often have (we've had about 3 cases in the last month or so) seems to be OS 10.8.3 using the latest Safari. Are there known issues with this setup at all? I saw that the latest Safari is supposed to be supported, so I thought not.

The students say they're up to date (OS and browser). I've told them to try Firefox and see if that works, and to also check flash is up to date on their computer.

Anything else you can recommend?

Cheers,

Rob

5 Community Answers

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Ethan Feldman

JW Player Support Agent  
0 rated :

Do you have a link?

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JW Player

User  
0 rated :

Hey Ethan,

Well, all our sites use the JW Player now. So, take a look at this one maybe... http://www.live-courses.com. Thing is, you need to log in to the site and then click on the free sample module to watch the movies - the trailer on the home page works for everyone. However, doing this will probably work for you. It works for me. It works for many other students.

What I'm really asking you is if you know of any reason why that message would come up for one or two people. I updated my Mac to 10.8.3 and the videos still work for me, regardless of the browser. This latest guy having problems is on an iMac. Would that make a difference?

If you can think of anything else I can tell this guy or others that have problems, in terms of what they can do, like update their software, update flash etc. then please let me know....

I can also notify our coder of this thread so you can maybe talk code with him....

Cheers,

Rob

Up Down

Ethan Feldman

JW Player Support Agent  
0 rated :

I would ask them to go to – http://www.supportdetails.com/, so that way you know their exact set ups.

Up Down

JW Player

User  
0 rated :

Thanks Ethan.

r

Up Down

Ethan Feldman

JW Player Support Agent  
0 rated :

Np, I find that site very helpful.

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