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New Issue With Video

The Jamroom Network » Forum » Installation and Configuration » Page » New Issue With Video
ukdenny
@ukdenny
6 years ago
293 posts
I have an issue with the video module.
I can upload and convert a video of around 19Mb okay but cannot do the same with one that is 46MB the latter will not convert (it's MP4 and have tried same in flv) just get the message it will show when complete. I have had the host check everything and they say they have no issues with the server. The upload limit is set at 128MB
Could anyone know what the problem is please.
updated by @ukdenny: 09/21/18 05:34:01AM
michael
@michael
6 years ago
7,692 posts
Check your error logs and activity logs:
ACP -> DASHBOARD -> ACTIVITY LOGS (and error log and debug log)

Sounds like the server is under-powered and failing or cutting off half way through, so if you have access to your servers error logs that is another place to look.
ukdenny
@ukdenny
6 years ago
293 posts
Response from Hosting Company
Hello,
Thank you for your patience up until now.
We have performed some tests by uploading the file that you have provided and monitoring your application's error and activity logs.
However, after a long period of time neither any error message was generated, nor the file has been fully processed.
Considering this, it is highly advisable for you to contact the vendors of the script, which as far as we understand, you already have, so they can provide you with some insights on the situation.
We will leave this ticket's status to ACR (Awaiting Client's Response) so you can update us anytime in case there is a specific setting we need to modify on our end.
We will be looking forward to your reply.
Kind Regards,
William Kan
Genius Support Team
TMDHosting.com
paul
@paul
6 years ago
4,325 posts
Can you try uploading an alternative video file of similar size and see if that converts? If might be something to do with that specific file.


--
Paul Asher - JR Developer and System Import Specialist
ukdenny
@ukdenny
6 years ago
293 posts
I have uploaded a video file of 18MB and that was okay.
The file that isn't okay plays okay on my computer when I click it its 46.3MB but wont work, I converted it to flv and it still wont work on my site.
paul
@paul
6 years ago
4,325 posts
But that doesn't eliminate it as a faulty file.
Do you have another video file of about that size?


--
Paul Asher - JR Developer and System Import Specialist
ukdenny
@ukdenny
6 years ago
293 posts
I just tried a different one bit bigger 61.5MB it loads up then after a while goes to the 'will appear here page'
but never does
This video file is currently being processed and will appear here when complete.
ukdenny
@ukdenny
6 years ago
293 posts
Activity log after 3 tries:-
06/20/18 12:31:31PM
IP Address 139.162.206.56
URL /user/login
Memory 16MB
Data
Array
(
[file_name] => video_file
[quota_id] => 3
[profile_id] => 6
[item_id] => 14
[screenshot] => 1
[sample] =>
[sample_length] => 60
[create_flash] => on
[max_workers] => 1
[__queue_worker_timeout] => 14400
[queue_id] => 2756
[queue_name] => video_conversions
[queue_system_id] =>
[queue_created] => 1529491189
[queue_module] => jrVideo
[queue_worker] => 220058
[queue_started] => 1529494291
[queue_expires] => 1529508691
[queue_sleep] => 1529494291
[queue_count] => 3
[queue_item_id] => 14
[queue_status] =>
[queue_note] =>
)
Does this info help at all?
michael
@michael
6 years ago
7,692 posts
the log entry does not help.

post the video to somewhere where I can download it and I will test here on my server see if it uploads. If it uploads to my server and plays, then the issue is not with the file that is being uploaded.

The next step after that, if it does upload for me, is for me to upload to your server to see if it gets there or not. That would eliminate connection as a possibilty.

(still think its an under powered server issue though. If an 18mb works, but a bigger one doesn't then its hard to think the script is the issue.)
ukdenny
@ukdenny
6 years ago
293 posts
Thank you Michael, could you download it fromn Youtube?Howard Salmon Wishy Washy Woman official music video.mp4
michael
@michael
6 years ago
7,692 posts
thats youtube, there is no download option. can you put the file in dropbox, or on a server somewhere I can click to download it?
ukdenny
@ukdenny
6 years ago
293 posts
Hello Michael, sorry I thought you would have a download option. I have.
I have put the file on my server and you could ftp it but I donot want to put login details on this forum, could I email details to you?
I do not have drop box as I didn't really use it and didn't want to pay for something not used.
michael
@michael
6 years ago
7,692 posts
just a link to where it is on your server will do, then I can download it. Dont need FTP to download.

If its in a directory that is not accessable via the web, then send the FTP details to support at jamroom dot net.
ukdenny
@ukdenny
6 years ago
293 posts
I didn't realise the details would be xxx. I have now sent to support.jamroom.net as requested
ukdenny
@ukdenny
6 years ago
293 posts
Michael, I sent as you requested to support but a return mail wants a subscription so I think in view of this I will just disable the video module, because there will be no guarantee the module will work correctly for me.
Thanks.
ukdenny
@ukdenny
6 years ago
293 posts
My hosting company again have replied on this issue:-
We have monitored your application, and we have not noticed any spikes in resource consumption, which would indicate that your hosting package is unable to handle your website.
Moreover, we have increased the PHP parameters of your hosting account so they can accommodate the uploading of larger files.
Considerin this, we can reassure you that your hosting environment is not responsible for the currently experienced issue.
It would be advisable to further discuss this with the application's developer, so he can assist you in locating the issue.
Please do not hesitate to update us if we can provide you with any additional information or assistance.
michael
@michael
6 years ago
7,692 posts
I put the XXXXX in your ftp details as this is a public forum.

I have logged in and downloaded you video. Then uploaded it to my server. It does upload and play fine, so the only difference is the server and the connection to the server.

I can eliminate the upload as an issue by trying to upload it to your site from here. It shouldn't make a difference. Where is your site? I can try uploading from here to there and see if that makes it play.

(or rules out upload connection issues as part of the cause.)
works.jpg
works.jpg  •  142KB

ukdenny
@ukdenny
6 years ago
293 posts
the url is justcountry.co.uk
I will take it out of maintenance mode so that you can register and log in
michael
@michael
6 years ago
7,692 posts
I've uploaded the video here:
https://justcountry.co.uk/michael/video/16/testing

Take a look at your servers performace report see what it says
ACP -> MODULES -> CORE -> SYSTEM CORE -> TOOLS -> SYSTEM CHECK

And
ACP -> MODULES -> CORE -> SYSTEM CORE -> TOOLS -> PERFORMANCE CHECK
ukdenny
@ukdenny
6 years ago
293 posts
performance check
performance.jpg
performance.jpg  •  56KB

ukdenny
@ukdenny
6 years ago
293 posts
system check
system.jpg
system.jpg  •  63KB

ukdenny
@ukdenny
6 years ago
293 posts
After it tried 3 times to convert video this is the performance check to compare with above
performanceAfter.jpg
performanceAfter.jpg  •  63KB

michael
@michael
6 years ago
7,692 posts
The performance check shows your server is pretty slow, and the system check shows its using 'lightspeed' when the requirements are for 'apache or ngix' so either of those issues could be related to how long it takes to get the file converted.

You can check at
ACP -> DASHBOARD-> QUEUE VIEWER

to see if the conversion process has finished.

There are others who use lightspeed and some of the issues and solutions are posted in the forum, search for 'lightspeed' to see the results

https://www.jamroom.net/the-jamroom-network/forum/new_posts?search_string=lightspeed
server.jpg
server.jpg  •  219KB

ukdenny
@ukdenny
6 years ago
293 posts
The Hosting Company reply:-
Hello,
Thank you for the update.
Please note the server "uk11.tmd.cloud" where your hosting account is residing is not using LiteSpeed server, but Apache web server with Apache mod_lsapi enabled. Please forward this information to your software vendor and ask them if they require more server-related information to confirm the server does not use the LiteSpeed server.
We have servers powered by LiteSpeed indeed, but the very same where your hosting account is residing does not have such.
We will be looking forward to your reply.
michael
@michael
6 years ago
7,692 posts
my suggestion is try jamroom hosting. See if it works there and if it does use that.

You can try a 7 day free trial from your dashboard here:
https://www.jamroom.net/ukdenny/hosting/create

and you can create/check the site on the secondary domain before committing to anything.
ukdenny
@ukdenny
6 years ago
293 posts
I have now decided to disable the video module.
I have deleted you test account Michael.
I only recently joined my host because the previous host wouldn't enable symlink. I paid 2 years in advance so don't want to pay min $39 a month more when it would be hard at this time to recoup.
Just one point though, why would the server.jpg show 'Litespeed' and the hosting company confirm I am not hosted on litespeed? but Apache web server with Apache mod_lsapi enabled..
paul
@paul
6 years ago
4,325 posts
WhoIs thinks your server is LiteSpeed as well - http://whois.domaintools.com/justcountry.co.uk

There are 580 other domains hosted on your server - http://viewdns.info/reverseip/?host=justcountry.co.uk&t=1. That could seriously affect you site's performance, particularly wrt video conversions which are very server intensive.


--
Paul Asher - JR Developer and System Import Specialist
ukdenny
@ukdenny
6 years ago
293 posts
That information is wrong. That was the previous server.
My hosting account is with https://www.tmdhosting.com/

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