Troubleshooting

On this page you can find some additional info which can help during troubleshooting.

Network

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.

Playback

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.