Drop Box Video Streaming on mobile devices on plusnet
Hi all,
I have been having problems streaming videos from dropbox on mobile devices when connected to a plus net connection.
Are any of you out there able to try streaming a video using the dropbox app on either android or iphone and see if it works on plusnet.
I have raised it with plusnet and they have tried helping but have suggested asking their customers for help which is odd.
Read on for more info
I would appreciate any help, I am convinced something is being blocked.
Regards
Steve
Your Response
11:18am, Sunday 23 Feb 2014
[Support Wizard Journey]
[Other]
[My Broadband Connection]
[Other]
[Additional Information]
Hello
Could you provide any info on a dropbox problem I am having which I have narrowed down to plus net broadband connections.
Please note this is only when using mobile devices on wifi with plusnet broadband.
I am unable to watch videos from dropbox through mobile devices when on wifi via plusnet broadband (iphone, s4 galaxy and tablets)
When I switch wifi off, the videos stream over 3g or 4g fine.
I have a total of 3 plusnet connection . All 3 prevent dropbox app on mobiles from video streaming over wifi.
To test further I have tried these devices on a BT internet connection over wifi and they work fine.
I have raised this before but the case got closed before I got back and the response didn't see like you had understood the problem as it mentioned testing Ethernet cables, which isn't relevant.
Could the pro add on fix this problem??? or is something being blocked at your end ????
Regards Steve
Question #80409229 - Your Feedback
< Back
Your Response
11:52am, Sunday 26 Jan 2014
[Support Wizard Journey]
[Other]
[My Broadband Connection]
[Other]
[Additional Information]
Hello, I am experiencing trouble streaming video from drop box via mobile devices (x3) connected over wifi on my unlimited broadband package.
If I disconnect the wifi and go onto 3g all devices stream ok, I have even tethered my phone to the other phones to prove them out.
Typically a video streamed from you tube etc which works fine through the broadband would cause the throughput on the access point to peak to line speed (18 mbps) then drop to about 4 mbps. However dropbox streaming doesn't even make the throughput flinch as if its blocked ?
Are there any restrictions that you are aware of that would cause this ?
Regards
Steve
[removed] - CSC Analyst
10:29am, Monday 27 Jan 2014
Dear Mr Hirons,
Thanks for getting in touch.
I'm sorry to hear you are having a problem with your connection, I have tested the line and can see we are getting a pretty good connection between your router and the telephone exchange.
If you are having a problem it may be worth just giving the router a little reboot just to see if there is any problem with the connection you are experiencing at the moment. As the connection is testing fine, the problem could be relating to the connection between your computer and the router. Therefore I suggest testing with the Ethernet cable.
If this resolves the issue then it would confirm the problem is with the wireless connection. Most wireless signal issues are relating to the wireless channel the router is using.
Each router sends out the wireless signal on a certain wireless channel, however your next door neighbors router or another device could be using that same channel meaning your service is interrupted. Fortunately you can change the wireless channel your router uses, you can find out how to do this by seeing our Wireless Setup Guide.
Each channel does not just use it's own number, it will use a range of channels. 1, 6 and 11 do not overlap with each other therefore these 3 channels are the ones you should use. It can be a bit of hit and miss, however it is worth trying on all 3 if changing it once doesn't resolve the issue.
Alternatively if you have similar problems with the Ethernet cable then even though our tests show no issues it doesn't mean there isn't a problem. Therefore please Raise a Fault Online.
This will take you through a few checks ruling out any problems with your internal setup and then finally raising your fault for further investigation. A member of our Faults Department will then be back in touch within 72 hours.
Please feel free to get back in touch Online if we can be of any more help.
Alternatively if you feel your query has been resolved and no further action is required, please close this ticket.
Kind regards,
[removed]
[removed]
4:45pm, Monday 24 Feb 2014
Dear Mr Hirons,
Thank you for getting in touch,
Many apologies for the issue, but could you please provide a little more details on the issue. When you say that you can't watch them, what actually happens - does it stream but too slowly to watch, or does it give an error message and you are unable to even start streaming it?
Many apologies that I can't answer directly, but we need to establish if it is a problem actually connecting to dropbox, or whether it is more throughput/connection related, as there is nothing I can see on this side that should cause issues.
In the meantime, I can see that the SNR on your line is a bit low, which could be causing errored seconds on your line, which could explain the issue (I can't confirm this as the stats for this are only over the last 15 minutes, so it would not show errors without data transfer in the last 15 minutes.
I've arranged for the line to be reset to try and fix this. The reset normally takes 4 hours to complete, and after 4 hours your router will need to be powered off for 10 seconds and then turned back on. When it reconnects we'd expect the speed to be normal, but it can take 24 hours before everything fully updates.
Resetting your line starts a fresh 'training period', which lasts for 10 days and you may see your speeds vary a little as the line tries to work out the best balance between speed and reliability for you. You may even see that your broadband connection drops a little over this period, but this is perfectly normal.
Whilst in this training period, please make sure that your router stays plugged in and powered up continuously. If you don't then you will receive a slower speed than your line may have been able to support.
If your issues continue, then please get back to us so that we can continue the investigation.
Kind regards,
[removed]
Your Response
8:44pm, Wednesday 26 Feb 2014
Hi,
Thanks for getting back, when I try to play the video the circle just spins
and spins for a good 2 minutes, eventually if I sit there and keep touching
the screen so the it doesn't go to sleep it says "Video Problem can't play
this video" (although this sample video works over mobile network and other
ISP's)
It's a bit of a puzzler as I have tried a different access point (still on
plusnet) with a throughput tool and the graph doesn't even flinch when you
attempt to play the video, where as you tube etc makes the throughput graph
peak to the line speed (18mbps ish)
Unfortunately the only common denominator is my ISP (Plusnet)
This next part may help,
If I turn the wifi off and start the video on the mobile network and let it play for a few seconds (its a bit blocky) and then turn the wifi back on (blocky pic clears up) and turn the mobile network off, the video plays fine over wifi (plusnet)
Its as the initial request is blocked or something.
Regards
Steve
Your Response
8:44pm, Wednesday 26 Feb 2014
Uploaded file attachment.
[removed]
5:28pm, Thursday 27 Feb 2014
Dear Mr Hirons,
Thank you for getting back to us.
In order to correctly diagnosis if this is a connection related issue we need to your perform a few checks for us.
Please test streaming from drop box using a computer connected on wireless and see if this works. If this doesn't work on wireless please try again this time connected using a cable.
In order for us to investigate further, we ask that you perform a packet capture using a program called Wireshark whilst the website/service is being accessed.
Please complete a capture when the site works correctly and also when the service is restricted so that we can compare the traffic. More information on how to do this and where to get the program can be found at the following link:
Your Response
10:04pm, Thursday 27 Feb 2014
Hello
Streaming from the laptop over wifi works, however this is through dropbox website (explorer)
I didn't find a link for wireshark but have found it on google and fiddled around with it.
the laptop shows some info when the video is streaming on wireshark
so when I create a filter just to monitor the smart phone, I cant get it to log anything when the phone tries to stream from dropbox. As a test to see if wire shark is working when I load spotify on the phone wireshark does log a few ports and destinations. ?
Regards
Steve
[removed]
9:23pm, Saturday 1 Mar 2014
Dear Steve,
Thank you for your patience in this matter.
I have re-read this ticket in full a couple of times and I must admit that this is a very strange issue especially considering that the service works fine on any non-mobile device on our connection and conversely the mobile devices work fine on a non-Plusnet connection.
In order to rule out our traffic management system to a degree I have added the Pro addon to your account and have discounted this off your next bill so you are not charged for this as part of testing. The Pro addon is ready for use immediately so if you could confirm if this has made any changes in your situation.
Also could you please confirm the make and model router you are using and if you are using the same router make/model across all three accounts that are affected by this.
We appreciate your patience in this matter and we apologise for any inconvenience this may have caused.
Please do not hesitate to get back in touch online at http://portal.plus.net/wizard/?p=search if we can be of any further assistance.
Kind regards,
[removed]
[removed]
3:49pm, Monday 3 Mar 2014
Dear Mr Hirons,
We didn't hear back from you, so I'm just placing this ticket on hold to allow you time to test.
We look forward to hearing from you.
The next action on your Help Assistant Question is due on Thursday 6th March at 7:00am. This Question will remain open with the CSC - Network Administration until this time.
Kind regards,
[removed]
Your Response
10:14pm, Tuesday 4 Mar 2014
The Question 81735928 has been released from hold and sent back to CSC - Network Administration
Hello thanks for help, I have tried again since the pro add on, but unfortunately there is no difference, the 2 sites I mainly use have netgear DGND3300 the 3rd plusnet site has a belkin F5D763, I have been to the 3rd site today just to double check as I thought you may have been onto something with the routers but unfortunately that didn't work either.
I am out of ideas now ?
Regards Steve
[removed]
3:56pm, Thursday 6 Mar 2014
Dear Steve,
Thank you for getting back in touch.
I have removed the Pro add-on from the account as this was not providing any benefit to yourself. I must admit I am also pretty stumped by this and I have checked all possibilities on your account in order to try and resolve this issue.
I can only recommend that it may be worthwhile raising your query on our Community Forums and one of our other customers may have experienced a similar issue an be able to assist you further with this issue.
We appreciate your patience in this matter and we apologise for any inconvenience this may have caused.
If you wish to close this ticket you can do so via the following link: Close This Ticket. Alternatively it will automatically close in 14 days.
Kind regards,
[removed]
adie:red removed CSA names as per link:rules]
I have been having problems streaming videos from dropbox on mobile devices when connected to a plus net connection.
Are any of you out there able to try streaming a video using the dropbox app on either android or iphone and see if it works on plusnet.
I have raised it with plusnet and they have tried helping but have suggested asking their customers for help which is odd.
Read on for more info
I would appreciate any help, I am convinced something is being blocked.
Regards
Steve
Your Response
11:18am, Sunday 23 Feb 2014
[Support Wizard Journey]
[Other]
[My Broadband Connection]
[Other]
[Additional Information]
Hello
Could you provide any info on a dropbox problem I am having which I have narrowed down to plus net broadband connections.
Please note this is only when using mobile devices on wifi with plusnet broadband.
I am unable to watch videos from dropbox through mobile devices when on wifi via plusnet broadband (iphone, s4 galaxy and tablets)
When I switch wifi off, the videos stream over 3g or 4g fine.
I have a total of 3 plusnet connection . All 3 prevent dropbox app on mobiles from video streaming over wifi.
To test further I have tried these devices on a BT internet connection over wifi and they work fine.
I have raised this before but the case got closed before I got back and the response didn't see like you had understood the problem as it mentioned testing Ethernet cables, which isn't relevant.
Could the pro add on fix this problem??? or is something being blocked at your end ????
Regards Steve
Question #80409229 - Your Feedback
< Back
Your Response
11:52am, Sunday 26 Jan 2014
[Support Wizard Journey]
[Other]
[My Broadband Connection]
[Other]
[Additional Information]
Hello, I am experiencing trouble streaming video from drop box via mobile devices (x3) connected over wifi on my unlimited broadband package.
If I disconnect the wifi and go onto 3g all devices stream ok, I have even tethered my phone to the other phones to prove them out.
Typically a video streamed from you tube etc which works fine through the broadband would cause the throughput on the access point to peak to line speed (18 mbps) then drop to about 4 mbps. However dropbox streaming doesn't even make the throughput flinch as if its blocked ?
Are there any restrictions that you are aware of that would cause this ?
Regards
Steve
[removed] - CSC Analyst
10:29am, Monday 27 Jan 2014
Dear Mr Hirons,
Thanks for getting in touch.
I'm sorry to hear you are having a problem with your connection, I have tested the line and can see we are getting a pretty good connection between your router and the telephone exchange.
If you are having a problem it may be worth just giving the router a little reboot just to see if there is any problem with the connection you are experiencing at the moment. As the connection is testing fine, the problem could be relating to the connection between your computer and the router. Therefore I suggest testing with the Ethernet cable.
If this resolves the issue then it would confirm the problem is with the wireless connection. Most wireless signal issues are relating to the wireless channel the router is using.
Each router sends out the wireless signal on a certain wireless channel, however your next door neighbors router or another device could be using that same channel meaning your service is interrupted. Fortunately you can change the wireless channel your router uses, you can find out how to do this by seeing our Wireless Setup Guide.
Each channel does not just use it's own number, it will use a range of channels. 1, 6 and 11 do not overlap with each other therefore these 3 channels are the ones you should use. It can be a bit of hit and miss, however it is worth trying on all 3 if changing it once doesn't resolve the issue.
Alternatively if you have similar problems with the Ethernet cable then even though our tests show no issues it doesn't mean there isn't a problem. Therefore please Raise a Fault Online.
This will take you through a few checks ruling out any problems with your internal setup and then finally raising your fault for further investigation. A member of our Faults Department will then be back in touch within 72 hours.
Please feel free to get back in touch Online if we can be of any more help.
Alternatively if you feel your query has been resolved and no further action is required, please close this ticket.
Kind regards,
[removed]
[removed]
4:45pm, Monday 24 Feb 2014
Dear Mr Hirons,
Thank you for getting in touch,
Many apologies for the issue, but could you please provide a little more details on the issue. When you say that you can't watch them, what actually happens - does it stream but too slowly to watch, or does it give an error message and you are unable to even start streaming it?
Many apologies that I can't answer directly, but we need to establish if it is a problem actually connecting to dropbox, or whether it is more throughput/connection related, as there is nothing I can see on this side that should cause issues.
In the meantime, I can see that the SNR on your line is a bit low, which could be causing errored seconds on your line, which could explain the issue (I can't confirm this as the stats for this are only over the last 15 minutes, so it would not show errors without data transfer in the last 15 minutes.
I've arranged for the line to be reset to try and fix this. The reset normally takes 4 hours to complete, and after 4 hours your router will need to be powered off for 10 seconds and then turned back on. When it reconnects we'd expect the speed to be normal, but it can take 24 hours before everything fully updates.
Resetting your line starts a fresh 'training period', which lasts for 10 days and you may see your speeds vary a little as the line tries to work out the best balance between speed and reliability for you. You may even see that your broadband connection drops a little over this period, but this is perfectly normal.
Whilst in this training period, please make sure that your router stays plugged in and powered up continuously. If you don't then you will receive a slower speed than your line may have been able to support.
If your issues continue, then please get back to us so that we can continue the investigation.
Kind regards,
[removed]
Your Response
8:44pm, Wednesday 26 Feb 2014
Hi,
Thanks for getting back, when I try to play the video the circle just spins
and spins for a good 2 minutes, eventually if I sit there and keep touching
the screen so the it doesn't go to sleep it says "Video Problem can't play
this video" (although this sample video works over mobile network and other
ISP's)
It's a bit of a puzzler as I have tried a different access point (still on
plusnet) with a throughput tool and the graph doesn't even flinch when you
attempt to play the video, where as you tube etc makes the throughput graph
peak to the line speed (18mbps ish)
Unfortunately the only common denominator is my ISP (Plusnet)
This next part may help,
If I turn the wifi off and start the video on the mobile network and let it play for a few seconds (its a bit blocky) and then turn the wifi back on (blocky pic clears up) and turn the mobile network off, the video plays fine over wifi (plusnet)
Its as the initial request is blocked or something.
Regards
Steve
Your Response
8:44pm, Wednesday 26 Feb 2014
Uploaded file attachment.
[removed]
5:28pm, Thursday 27 Feb 2014
Dear Mr Hirons,
Thank you for getting back to us.
In order to correctly diagnosis if this is a connection related issue we need to your perform a few checks for us.
Please test streaming from drop box using a computer connected on wireless and see if this works. If this doesn't work on wireless please try again this time connected using a cable.
In order for us to investigate further, we ask that you perform a packet capture using a program called Wireshark whilst the website/service is being accessed.
Please complete a capture when the site works correctly and also when the service is restricted so that we can compare the traffic. More information on how to do this and where to get the program can be found at the following link:
Your Response
10:04pm, Thursday 27 Feb 2014
Hello
Streaming from the laptop over wifi works, however this is through dropbox website (explorer)
I didn't find a link for wireshark but have found it on google and fiddled around with it.
the laptop shows some info when the video is streaming on wireshark
so when I create a filter just to monitor the smart phone, I cant get it to log anything when the phone tries to stream from dropbox. As a test to see if wire shark is working when I load spotify on the phone wireshark does log a few ports and destinations. ?
Regards
Steve
[removed]
9:23pm, Saturday 1 Mar 2014
Dear Steve,
Thank you for your patience in this matter.
I have re-read this ticket in full a couple of times and I must admit that this is a very strange issue especially considering that the service works fine on any non-mobile device on our connection and conversely the mobile devices work fine on a non-Plusnet connection.
In order to rule out our traffic management system to a degree I have added the Pro addon to your account and have discounted this off your next bill so you are not charged for this as part of testing. The Pro addon is ready for use immediately so if you could confirm if this has made any changes in your situation.
Also could you please confirm the make and model router you are using and if you are using the same router make/model across all three accounts that are affected by this.
We appreciate your patience in this matter and we apologise for any inconvenience this may have caused.
Please do not hesitate to get back in touch online at http://portal.plus.net/wizard/?p=search if we can be of any further assistance.
Kind regards,
[removed]
[removed]
3:49pm, Monday 3 Mar 2014
Dear Mr Hirons,
We didn't hear back from you, so I'm just placing this ticket on hold to allow you time to test.
We look forward to hearing from you.
The next action on your Help Assistant Question is due on Thursday 6th March at 7:00am. This Question will remain open with the CSC - Network Administration until this time.
Kind regards,
[removed]
Your Response
10:14pm, Tuesday 4 Mar 2014
The Question 81735928 has been released from hold and sent back to CSC - Network Administration
Hello thanks for help, I have tried again since the pro add on, but unfortunately there is no difference, the 2 sites I mainly use have netgear DGND3300 the 3rd plusnet site has a belkin F5D763, I have been to the 3rd site today just to double check as I thought you may have been onto something with the routers but unfortunately that didn't work either.
I am out of ideas now ?
Regards Steve
[removed]
3:56pm, Thursday 6 Mar 2014
Dear Steve,
Thank you for getting back in touch.
I have removed the Pro add-on from the account as this was not providing any benefit to yourself. I must admit I am also pretty stumped by this and I have checked all possibilities on your account in order to try and resolve this issue.
I can only recommend that it may be worthwhile raising your query on our Community Forums and one of our other customers may have experienced a similar issue an be able to assist you further with this issue.
We appreciate your patience in this matter and we apologise for any inconvenience this may have caused.
If you wish to close this ticket you can do so via the following link: Close This Ticket. Alternatively it will automatically close in 14 days.
Kind regards,
[removed]
adie:red removed CSA names as per link:rules]
Hi there,
Sorry to hear about your problems with this. I don't personally think the pro add-on would help so I've asked one of our product specialists to cast an eye over this with me so bear with us and we'll get back to you again soon.
Adam
Sorry to hear about your problems with this. I don't personally think the pro add-on would help so I've asked one of our product specialists to cast an eye over this with me so bear with us and we'll get back to you again soon.
Adam
Are all video formats effected or any in particular
So far I have tested .wmv & it streams without issue on Android 7" Phablet
Uploading other file formats which atm DB says
Dang that is slow compared to my previous ISP
Will continue testing when they finish uploading
Corrected error(s)
So far I have tested .wmv & it streams without issue on Android 7" Phablet
Uploading other file formats which atm DB says
Dang that is slow compared to my previous ISP
Will continue testing when they finish uploading
Corrected error(s)
After my initial testing, with an mp4 file, I've not seen the issue occurring with the Dropbox app on iOS 7.0.4
Not sure if uploading the file with my iPod made a difference with this but I'll test upload from other devices and differring video file types.
@ TORPC, ouch, just what are the file sizes? Must be huge or something.
Not sure if uploading the file with my iPod made a difference with this but I'll test upload from other devices and differring video file types.
@ TORPC, ouch, just what are the file sizes? Must be huge or something.
File sizes are as follows
319.4MB
149.4MB
273.7GB
File type
.avi
I also uploaded some .avi that I done in camstudio for testing as I use them quite a lot & I had no problems streaming the to the Phablet
Took just under 11/2 hours to complete despite DB saying 15Hrs
They all play without issue(s) on Android Phablet 4.2.2 (all updated)
I noticed that there a lot of DB apps in the Market place & only 1 official from DP themselves.
Are you using the official DB App ?
Is your DB on the latest software version ?
319.4MB
149.4MB
273.7GB
File type
.avi
I also uploaded some .avi that I done in camstudio for testing as I use them quite a lot & I had no problems streaming the to the Phablet
Took just under 11/2 hours to complete despite DB saying 15Hrs
They all play without issue(s) on Android Phablet 4.2.2 (all updated)
I noticed that there a lot of DB apps in the Market place & only 1 official from DP themselves.
Are you using the official DB App ?
Is your DB on the latest software version ?