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13 posts


  #1513935 15-Mar-2016 19:48
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I've got the same problem with YouTube and I'm also disconnecting from Final Fantasy XIV VERY frequently. I think both symptoms started at around the same time.


If it helps, I'm on a public IP which I requested a long time ago so I could port forward.

122 posts

Master Geek


  #1514237 16-Mar-2016 09:59
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Hey all,


We're continuing with troubleshooting, and as part of it Google has asked us to send out the following to customers. If you've got a live support ticket for this issue, you'll probably have seen these instructions already, but if you haven't (and you do run into the YouTube issue) you can go through this checklist and then lodge a support ticket, including all of the information you've collected. It'll save a bunch of back and forth and help us with sorting the issue faster.


The first section is the most important, but if you have time, the second bit - the web capture section - can also help a lot. 

To help us investigate, please collect the following details:
* URL of the page with the problem
* Description of the problem
    - Does the video load?
    - Does the video stop playing?
    - Do you see an error message?
* Screenshot of the error message
* Name and version of the browser and operating system
* Time and date of the problem, with timezone
* Your IP address (you can get this by Googling "What is my IP address")
* Results of
* Right click the YouTube player, select Copy Debug Info and paste the results
To help us more, please capture a web session that shows the problem:
1. Start Google Chrome
2. Open a new Incognito window
3. Click the Chrome menu (3 bars), and select More Tools, Developer Tools
4. Select the Network tab
5. Play the video until you see the problem
6. Right click the bottom half of the Network panel, and select Save as HAR with Content
7. Zip and send the file to us
If you know how to use tcpdump or wireshark, you can capture all the network packets of the web session:
- DNS (port 53)
- HTTP (port 80)
- HTTPS (port 443)
IMPORTANT: A packet capture may include network traffic outside of the web session, including your private information. Please do not send this capture to us, unless you understand the technical and privacy implications of revealing your network traffic to a 3rd party.



3 posts

Wannabe Geek

  #1514932 17-Mar-2016 11:03
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I've just switched over to Bigpipe ADSL2+ on Monday, I also have problems with youtube. I would also like to add that I am having trouble with music service. Youtube can at least sometimes play the video after 3-4 refreshes (even though it sometimes then just stops halfway through), but google play music will not even start to play a song.




I will try that capture web session thing when I have some time if it would help.

13 posts


  #1515190 17-Mar-2016 20:01
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It seems like YouTube performance has improved a bit today. It still struggles to load the last 10 or so seconds of a video, but the rest of the video seems to load pretty consistently and immediately now which wasn't the case at all for the past few weeks. Videos still stop sometimes, but it doesn't require a full refresh to get it to continue loading again.

50 posts


  #1515232 17-Mar-2016 22:58
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Nothing has changed. 65mbps down and youtube videos don't load.


interesting spark was able to fix this problem pretty quick but taking BigPipe a long time.

1495 posts

Uber Geek


  #1515848 18-Mar-2016 19:42
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Having the same issue and thought it might have been my adblocker so I uninstalled it and the same thing occurred. I also checked my router and access point firmware with that all being a-ok. I notice that this also occurs on Channel 9 MSDN videos as well as videos watched on Couchtuner.  I'll hold off judgement until 10.11.4 and Safari 9.1 is released to see whether part of the problem is OS related.

Laptop: MacBook Pro (15-inch, 2017)
Desktop: iMac (27-inch, 2017)
Smartphone: iPhone 11 Pro Max 256GB 'Space Grey'
Additional devices: Unifi Security Gateway, Unifi Switch, Unifi AP AC HD, Unifi Cloud Key, Apple TV 4K 64GB
Services: YouTube Premium, Wordpress, Skinny Mobile and Broadband, G Suite


836 posts

Ultimate Geek


  #1515898 18-Mar-2016 22:16
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MediaLight:interesting spark was able to fix this problem pretty quick but taking BigPipe a long time.


It's almost like they're separate companies with separate infrastructure, staff, processes and customers. innocent




Out of interest what happens after refreshing a problematic video? I sometimes have trouble with very new, or very old Youtube videos buffering. After a page refresh they come in much quicker.


Was also thinking, a bit of a hack work around could perhaps be to block traffic to/from the BP Google cache on your firewall until it's resolved. Might make it default back to another NZ, or potentially Australian cache instead. Would be best to contact BP about the issue + send the test info they need first though. I imagine the more data they have the quicker it'll be to get resolved.


3 posts

Wannabe Geek

  #1516086 19-Mar-2016 14:23
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I'm also getting youtube videos just stop loading halfway through, but other sites seem fine. I've posted a support ticket with big pipe and sent as much info as possible

1515 posts

Uber Geek

  #1516098 19-Mar-2016 15:02
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I wonder how many customers are affected?


I'm on bigpipe ADSL and 1080p youtube videos start immediately without any waiting for buffering.

1515 posts

Uber Geek

  #1516199 19-Mar-2016 21:27
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Spoke too soon. Now I've got youtube issues too.
Have started troubleshooting and lodged a support ticket with most of the info requested above.

1628 posts

Uber Geek

  #1516218 19-Mar-2016 22:31
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One thing to try if you're on Chrome:


Go to about:flags


Find Experimental QUIC protocol and disable it.


Restart Chrome.

134 posts

Master Geek

Lifetime subscriber

  #1516319 20-Mar-2016 09:43
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One thing to try if you're on Chrome:


Go to about:flags


Find Experimental QUIC protocol and disable it.


Restart Chrome.



Good call! That's fixed it (for me, at least).


Out of interest, what did you do to pinpoint QUIC as the potential source of the problem?

364 posts

Ultimate Geek

  #1516332 20-Mar-2016 10:20
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I've been using Youtube on my FireTV with no trouble since yesterday, but Chrome still had issues this morning. I've tried disabling that QUIC protocol and it seems to be working much better so far, thanks for the tip! I'm cautiously optimistic...

9716 posts

Uber Geek

Lifetime subscriber

  #1516354 20-Mar-2016 10:58
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so browser issue not ISP for some?

3450 posts

Uber Geek


  #1516356 20-Mar-2016 11:10
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so browser issue not ISP for some?





Depends how you look at it I suppose - seems there might be some issue with only the QUIC protocol - but that still seems like an ISP issue.  Just happens that QUIC is only implemented in chrome and there's a flag to turn it off, so a relatively easy (possible) workaround. I guess one could argue that since QUIC is experimental bigpipe shouldn't worry too much about it and could call it a "browser issue"... but given it seems it comes on by default on the desktop browser with easily the biggest market share that would probably be a bit of a naive approach.  (Though I'm unsure if it is on by default, it seems to just be set to "Default" on my install, not sure if that actually means enabled or disabled)

"I was born not knowing and have had only a little time to change that here and there."         | Electric Kiwi | Sharesies
              - Richard Feynman

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