Can't connect to live

freebird

Cathlete
I've been trying to play different live workouts from different devices and trying both the app and the website. Keep getting a msg saying try again later. Yesterday and today. Anyone else having any issues?
 

forum_admin

Administrator
Staff member
We're not able to duplicate this, but we have had four people report this issue to us at support@shopcathe.com. If you're having an issue make sure to contact customer support with the following information:

  1. Type of device your playing on
  2. browser
  3. operating system
  4. Does the problem affect all or only some videos
  5. Give us the name of at least one video you tried
  6. Any error message you see
Since we can't duplicate this issue, we need as much information as possible to try to figure this out.
 
Last edited:
I just sent a message to support. Are you ladies still having issues with Cathe Live videos?

Hello.

Per this message in the Cathe forum, I am contacting you about not being able to stream Cathe Live videos.

We're not able to duplicate this, but we have had four people report this issue to us atsupport@shopcathe.com. If you're having an issue make sure to contact customer support with the following information:


  1. Type of device your playing on. I stream from my computer to TV via Chromecast. I have the app on my iphone, and the videos do not play on my iphone either.
  2. browser. Google Chrome
  3. operating system. Windows, I'm not sure where to locate version.
  4. Does the problem affect all or only some videos. All Cathe Live videos. Cathe On-Demand videos are working fine (as are Netflix, Hulu, etc)
  5. Give us the name of at least one video you tried. Love Me Some Cardio Kickboxing, Cardio Leg Party. I have gone through my phone and computer and tried to load dozens of videos.
  6. Any error message you see. On my phone it says, "Disconnected. Trying to reconnect. " My computer screen is just black.

Since we can't duplicate this issue, we need as much information as possible to try to figure this out.
 

BlakKat

Cathlete
I sent a message to the support team last night that I was having the same issues for a few days. I tried again this morning, same thing. No matter which workout I select it just shows a blank screen for a minute then has the buffering circle rotating, then the message "connection error". I have tried on AppleTV and my MAC using Safari & Chrome - all the same thing happens.
 

forum_admin

Administrator
Staff member
We're pretty sure this a cache issue at either the user's router, ISP or ISP proxy server. At least this is what the evidence so far indicates. We've only received detailed information from a few people so far and we're still investigating the root cause of this, but a huge indicator of the cause of the problem is that when a person having this issue turns off wifi and uses cellar data the problem goes away (at least this is what we have heard from two people so far). If true, this tells us the problem of not being able to play the videos is happening downstream from the IBM server that contains the Cathe Live videos.

Here is what we would like as many of you as possible to do and report back here.

1. It would be helpful if everyone who is having this issue could tell us the name of your ISP and what state or region you're in. We want to see if this is specific to a certain area or ISP.

2. If possible, try turning off Wifi and using cellular for a brief test and see if this solves the issue. After the test make sure to return Wifi so you don't burn up your data allowance.

3. It would be extremely helpful and may solve your issue if you can contact your ISP support and tell them you would like them to clear the cache on your router. Tell them that you can connect to our streaming site by cellular, but not Wifi (assuming this is true). If this doesn't work ask them the following:

4. Ask them to make sure the following ports are OPEN on your router:
  • Outgoing UDP destination port 53 to IP for domain name resolution (DNS).
  • Outgoing TCP destination port 80, 443 to any IP for web.
If this doesn't work then ask them if they are using a proxy server. If they say yes, ask them to flush the cache for the proxy server.

I apologize that this is a little technical, but since we can't duplicate this issue, and it seems to be a router issue, we need as much information as possible to isolate the root cause.
 
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1. It would be helpful if everyone who is having this issue could tell us the name of your ISP and what state or region you're in. We want to see if this is specific to a certain area or ISP. Optimum in Paramus, NJ

2. If possible, try turning off Wifi and using cellular for a brief test and see if this solves the issue. After the test make sure to return Wifi so you don't burn up your data allowance. It did not make a difference.

3. It would be extremely helpful and may solve your issue if you can contact your ISP support and tell them you would like them to clear the cache on your router. Tell them that you can connect to our streaming site by cellular, but not Wifi (assuming this is true). If this doesn't work ask them the following: Will send ISP support an e-mail today.

4. Ask them to make sure the following ports are OPEN on your router:
  • Outgoing UDP destination port 53 to IP for domain name resolution (DNS).
  • Outgoing TCP destination port 80, 443 to any IP for web.
If this doesn't work then ask them if they are using a proxy server. If they say yes, ask them to flush the cache for the proxy server.

I apologize that this is a little technical, but since we can't duplicate this issue, and it seems to be a router issue, we need as much information as possible to isolate the root cause.
 

josiebarr

Member
I’m in Canada my live app only will not work with wifi or cellular data, says disconnected trying to reconnect, no video will work, it will not work using any device or website, demand works fine
 

josiebarr

Member
Update mine will now work On cellular data which is obviously still not good but leads me to believe it’s something more to do with Wi-Fi
 

forum_admin

Administrator
Staff member
I’m in Canada my live app only will not work with wifi or cellular data, says disconnected trying to reconnect, no video will work, it will not work using any device or website, demand works fine
Hi Josie, I see you're in Canada and your and your ISP is Eastlink in Ns Canada. Can you do the following for me:

1. Using your Mac and a browser try to play a video. When it fails I need you to do the following:
a) right-click on the player > select "Report PlayBack Issue"Then answer the question "What problem have you encountered" by selecting screen goes black > then click send> copy the code you see and paste it here in your reply.
2. Next, Again using your Mac and a browser try to play a video. When it fails I need you to do the following:
a) right-click on the player and select "Display Stats" scroll down and you will see "Current Provider" which shows the server you're connecting to. You will see something like. Here is the server: (i need you to copy the link you see). It will look similar to the following:
https://uhsakamai-a.akamaihd.net/sj...e8593fd96f0d/0/32132664144000/plain/improved/
3. Next, Again using your Mac and a browser try to play a video. When it fails I need you to do the following:
a) select "Display Debug Console" Copy and paste any errors you see under "PlayBack"


And if everyone who has this issue can do the same that I have asked Josiebarr it would be helpful. I've been talking to IBM support today and a few other companies are reporting the same issue as we are. However, since this only affects a small number of people it's difficult to troubleshoot. So, we need everyone who has this issue to give us as much information as possible.

  1. Type of device your playing on
  2. browser
  3. operating system
  4. Does the problem affect all or only some videos
  5. Give us the name of at least one video you tried
  6. Any error message you see
  7. Have you tried a cellular or wired connection or just Wifi?
  8. The name of your ISP and the State or country you live in
 
Last edited:

josiebarr

Member
I spoke to my provider
Looking over the modem, i don;t see any known issues within the modem that could be causing those issues. I do see that the modem has been online for 69 days and can try unplugging the power cord from either the wall outlet or power bar for a few seconds and see if that helps. There would be no cache on the route to clear and all ports are open by default.
 

josiebarr

Member
Hi Josie, I see you're in Canada and your and your ISP is Eastlink in Ns Canada. Can you do the following for me:

1. Using your Mac and a browser try to play a video. When it fails I need you to do the following:
a) right-click on the player > select "Report PlayBack Issue"Then answer the question "What problem have you encountered" by selecting screen goes black > then click send> copy the code you see and paste it here in your reply.
2. Next, Again using your Mac and a browser try to play a video. When it fails I need you to do the following:
a) right-click on the player and select "Display Stats" scroll down and you will see "Current Provider" which shows the server you're connecting to. You will see something like. Here is the server: (i need you to copy the link you see). It will look similar to the following:
https://uhsakamai-a.akamaihd.net/sj...e8593fd96f0d/0/32132664144000/plain/improved/
3. Next, Again using your Mac and a browser try to play a video. When it fails I need you to do the following:
a) select "Display Debug Console" Copy and paste any errors you see under "PlayBack"


And if everyone who has this issue can do the same that I have asked Josiebarr it would be helpful. I've been talking to IBM support today and a few other companies are reporting the same issue as we are. However, since this only affects a small number of people it's difficult to troubleshoot. So, we need everyone who has this issue to give us as much information as possible.

  1. Type of device your playing on
  2. browser
  3. operating system
  4. Does the problem affect all or only some videos
  5. Give us the name of at least one video you tried
  6. Any error message you see
  7. Have you tried a cellular or wired connection or just Wifi?
  8. The name of your ISP and the State or country you live in
What about if I’m using iPad, Apple TV devices?
 

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