Radiopermalink

"Content does not appear to be working" error

This discussion has been closed.

  • Message 1. Posted by Mark (U14587696) on Tuesday, 17th August 2010permalink

    Hello,

    For a number of weeks I have been unable to successfully connect to any of the 'Listen Now' on-demand programmes on Radios 3 and 4. The message comes up "This Content doesn't seem to be working. Try again later." The live links to both R3 and R4, however, appear to work.

    Some computer details:

    Browser: Fire Fox 3.6.8;
    O/S: Windows XP with Service Pack 3);
    Media Player: BBC Media Player v. 2.23.18182.20020 (b00t74ds | 32kbps | aac | LI) (embedded in Firefox; I do not have the desktop version);
    Adobe Flash Player 10 ActiveX, version 10.0.45.2;
    Adobe Flash Player 10 Plugin, version 10.1.82.76;
    ISP: TELUS (AGT): download speed: 5.3mb/s;
    Virus checker - Microsoft Security Essentials v 1.87.2027 (iPlayer problems occur with or without the virus checker or the hardware firewall)

    Some instances of the failures (date; description or URL; error code (variously described as 'error code' or 'Title'):

    11th August 2010
    Radio 4 - Midnight news - listen again
    Title: GenericKind:FMSConnectionError.FMS_CONNECTION_API Description: CDN Failover, final connection failed
    Code: 4

    15th August 2010 - Fry's Enlgish Delight: Series 3 - Radio 4 - listen again www.bbc.co.uk/go/rad...
    Error code: Title: GenericKind:FMSConnectionError.FMS_CONNECTION_API Description: CDN Failover, final connection failed
    Code: 4

    16th August 2010 - Bleak Expectations - Radio 4 - Listen again www.bbc.co.uk/go/rad...
    Title: GenericKind:FMSConnectionError.FMS_CONNECTION_API
    Description: CDN Failover, final connection failed
    Code: 4


    16th August 2010 - BBC Proms - Prom 41 - Radio 3 - listen again www.bbc.co.uk/iplaye...
    Title: GenericKind:FMSConnectionError.FMS_CONNECTION_API
    Description: CDN Failover, final connection failed
    Code: 4


    16th August 2010 - The Lebrecht Interview - Radio 3 - listen again www.bbc.co.uk/iplaye...
    Title: GenericKind:FMSConnectionError.FMS_CONNECTION_API
    Description: CDN Failover, final connection failed
    Code: 4

    Each time I cleared the Web browser cache and cookies (and I have cleared the cache for Flash player on the Adobe Flash player site), and re-started the browser. It is recurrent. However, up until a couple of days ago, I could also reboot the computer and I would get at 1 connection with a listen again programme. After that the same error occurred. However, this work-around no longer works.

    There were three other types of behaviour I've noticed:

    (1) half way through listening to the peace, the BBC iPlayer would reset the play to the beginning.

    (2) One play-again programme would not only reset to the beginning of the piece after a short period of time, but it would also present the programme length on iPlayer as either about 50 minutes or 202 minutes. Very erratic.

    (3) While playing a live stream, iPlayer would either endlessly buffer or it would cease and an error message would appear overtop the programme description.

    I am not sure of additional information to provide. I have no idea how to identify the 'edge server' whatever that may be.

    Two last notes

    (1) I have two computers connected to the net - both receive the same errors. (The other computer is a 1366 Intel processor machine with 6 Gigs of RAM, and Windows 7 64bit version).

    (2) I have listened to Radios 3 and 4 on the web for the past few years on the current machine without a problem.

    So, my questions: Can anyone advise:

    (1) is there now a fix?
    (2) what the above error messages mean,
    (3) how to get this info to the techies at BBC, and
    (4) whether there is a debug build of iPlayer (presumably the plug in) that I can use to try to trace the fault and if so, what compiler does it need? I suspect that if the problem is with the software in iPlayer this is a useful way to find it.

    Anyway, I hope these errors are simply not a precursor to the closing down of the BBC Radio sites to expats. Canada is too far for me to make a regular weekend jaunt back to old Blighty, at lest for the moment. smiley - winkeye

    Many thanks and hope the amount of detail is not overwhelming.

    Mark

    complain

  • Message 2. Posted by Mark (U14587696) on Tuesday, 17th August 2010permalink

    Sorry, when I wrote

    "Each time I cleared the Web browser cache and cookies (and I have cleared the cache for Flash player on the Adobe Flash player site), and re-started the browser. It is recurrent.",

    I meant that the problem was not solved and clicking on the 'Listen Now" link again ended with a "Content does not appear to be working" message. The Listen Again links for both R4 and R3 simply do not work anymore for me.

    Mark

    complain

    This is a reply to this message.

  • Message 3. Posted by John99 (U13871221) on Wednesday, 18th August 2010permalink

    Hi Mark,

    (3) how to get this info to the techies at BBC, and

    ========================================
    by one of these methods

    - keep your fingers crossed that someone reads this and passes the info on to the technical managers, or that they read this themselves.

    - try the R3 & R4 meassageboards it appears you are more likely to attract a BBC response, so post on one of them and link back to here.

    - use the contact form, it is the officially reccomended BBC method, you may also wish to look at my suggestions eg www.bbc.co.uk/dna/mb... I think the contact forms alone do not work well

    PS currently the BBC may have known issues see my post today in "Error Message" - www.bbc.co.uk/dna/mb...

    complain

    This is a reply to this message.

  • Message 4. Posted by John99 (U13871221) on Wednesday, 18th August 2010permalink

    Curiosity, but it may also help the BBC to know, and may even be important, to know what DOES work

    - listen live default
    do default BBC iPlayer listen live streams work ok without problems (I suggest you give an example URL of one that works)

    - do listen live WINDOWS streams work ok
    (for listing seeBBC page iplayerhelp.external... AND faq.external.bbc.co.... )
    Again it may help to have an example URL and name of Radio Station.

    - Other iPlayer listen again
    do you seem to have problems only with R3 & R4, have you tried any other iPlayer AOD eg R1 & R2

    There are a few threads about current or recent problems with Radio, someone from Canada did post repeatedly, but seemed a bit reluctant to give details. & the BBC archived at least some of the messages eg see "Content not working - Canada - No Iplayer, again !...!" - www.bbc.co.uk/dna/mb...

    ( PS - BBC current announcement
    The announcement I mentioned in my post msg#3 above, about problems may have been left up in error or problems may continue.
    The BBC sometimes appears slow both to post announcements and then can be equally slow in updating or removing them.
    - The announcement is apparently a week old, and will have coincided with other threads apparently related to such problems)

    complain

    This is a reply to this message.

  • Message 5. Posted by John99 (U13871221) on Wednesday, 18th August 2010permalink

    (4) whether there is a debug build of iPlayer

    Probably not ( for public use).

    You also ask what messages mean.
    I suspect CDN appearing in the messages is a clue. Problem likely to result from internet and almost certainly BBC server or Content Distribution Network problems.

    Problems then threefold

    1 ) probably only affects a very small minority of users

    2) less users to report problems, and possibly less resources / priority to fix problems affecting overseas users

    3) BBC often finds problems hard to track down, as BBC Alan O again said in a post yesterday, (Yesterdays comment related to echo on playback, Alan suspects that one is a browser problem, but has made similar comments about CDN problems)

    Alan did comment earlier in the year about improving use of users feedback,
    We have identified a number of places we can try to make the complaints procedure actually capture information that is useful and gets through to the correct place. - www.bbc.co.uk/dna/mb...
    although seems in fact retrograde steps were taken such as the improved global contact form with a 350 character limit. [ - www.bbc.co.uk/dna/mb... ]

    smiley - winkeye Good Luck (You probably need a large measure of luck to get anywhere in this situation)

    John


    complain

    This is a reply to this message.

  • Message 6. Posted by Mark (U14587696) on Thursday, 19th August 2010permalink

    John99, thankyou for the kind and informative replies.

    I've tried the windows media streams and they work. However, I will have to test them longer over the next few days (ie weekend) to see if they too fail periodically.

    As for other listen again links, I need to test more over the coming weekend, but I did try the link for R2's Ken Bruce (www.bbc.co.uk/iplaye... and it too returned the "content not working" message. Here is the error message:

    Title: GenericKind:FMSConnectionError.FMS_CONNECTION_API
    Description: CDN Failover, final connection failed
    Code: 4

    It seems consistent with the R3 and R4 messages.

    However, I need to do more testing which I will do over the next couple of days.

    Thanks again for the kind replies.

    Cheers,

    Mark

    complain

    This is a reply to this message.

  • Message 7. Posted by John99 (U13871221) on Thursday, 19th August 2010permalink

    Mark ,
    Hope you have sent off the contact forms to the BBC, if so it will be interesting to know when, and what reply if any you get.

    If it is a BBC problem (as it would appear possible from your information) it does seem to be taking a long while for the BBC to sort it.

    Cheers
    John

    complain

    This is a reply to this message.

  • Message 8. Posted by Helen (U14589883) on Friday, 20th August 2010permalink

    I've also had "content not working" error messages repeatedly for last few weeks. I run a Mac with Safari. Like Mark, I'm in Canada. Frustrating to say the least as system used to work perfectly!

    complain

    This is a reply to this message.

  • Message 9. Posted by John99 (U13871221) on Friday, 20th August 2010permalink

    Anyone still having problems ?

    The announcements I mentioned in msg#3 & 4 above have now been removed.
    (The only problem the BBC now has a current announcement about seems to relate to expiry of programmes - presumably relating to video downloads.)

    I suggest if you have problems you do include one or two examples of a programme currently causing a problems, and make sure you include the URL/link you are using.
    And importantly also mention what does work with iPlayer.

    It would then be of interest to see if those links work for other users. (Quite probably they will do if it is a BBC edge server problem).

    Hopefully if you post links others (especially users outside the UK ) will try them and report the results.

    @ Helen
    You could try answering the questions I asked in Msg#4 above (although presumably unless you have very specialised software you are unable to use windows streams on a Mac)

    Also:

    - - Who is your ISP ?
    - - I would also be interested to know whether you sent of a contact form ,
    - if so when ?
    - and did you get any response ?

    As you have had problems for a few weeks have you considered using the complaints option of the contact form, I understand that option is recommended by the BBC when a reply is required by the user.

    Of course problems could be totally coincidental.
    You may have a totally different & unrelated problem, but being in Canada yourself chose to post in this thread, unaware that for 99.9% of Canadian users there is no problem at all.
    ( Have you got colleagues / acquaintances you could canvas to see if others have problems with iPlayer)

    The BBC of course should have data from servers and complaints and feedback. I would have thought that if BBC analyses data correctly problems of this type should be glaringly obvious & corrected quickly, but I am no expert. & the BBC rarely comments.

    John

    complain

    This is a reply to this message.

  • Message 10. Posted by Emily Jane (U14424188) on Friday, 20th August 2010permalink

    I'm still having the same problem with the Listen Again feature on all R1 programmes - very frustrating as I am also in Canada and can't listen live to the shows I prefer due to the time difference.

    VERY frustrating indeed smiley - sadface

    complain

    This is a reply to this message.

  • Message 11. Posted by John99 (U13871221) on Friday, 20th August 2010permalink

    I hope you sent of contact forms, BBC apparently finds them essential, when monitoring problems. (My own suggestions being www.bbc.co.uk/dna/mb... <-- click the link -- )

    Also only one poster in this thread has posted a URL they help, I am also sure BBC will not look into this problem unless you also confirm which iPlayer streams and programmes work, the department dealing with feedback will assume you have an internet problem unrelated to the BBCs problems.

    complain

    This is a reply to this message.

  • Message 12. Posted by John99 (U13871221) on Friday, 20th August 2010permalink

    @ Mark
    Just thought I would say the Ken Bruce listen again works for me in the UK.

    May be interesting to know if others in Canada and other none uk locations can use the link ?

    LINK / URL: www.bbc.co.uk/iplaye...
    { note /b00tdq12 rather dq12) the bracket needs editing off the end in Mark's post ]

    NB As a UK user it plays for me and 2 Line Display on right click is
    BBC Media Player v.2.23.18182.20020
    b00tdpzq | 128kbps | aac | LI
    OR b00tdpzq | 48kbps | aac | LI
    both of which play in FlashPlayer type iPlayer consoles NOT as a windows stream.

    As mentioned previously the messageboards relating to the R2 R7 etc stations themselves are probably more likely to respond than anyone from the BBC on this messageboard.

    Keep the comments coming in, as the thread grows you are more likely to get a response.from the BBC.

    John

    complain

    This is a reply to this message.

  • Message 13. Posted by Amy (U14590603) on Friday, 20th August 2010permalink

    Hi John

    Yes, I'm having the same problems!

    I'm also a 'listen again' listener in Canada. Normally listed to R1 or R2 on Windows.

    It used to work really well until about a month ago. Then all of a sudden I started getting the 'content doesn't seem to be working message' when I try to listen again. I can listen to 'live radio' just fine - it only seems to be the saved programs that have the problem.

    Submitted a 'Contact Us' complaint using the BBC's online form last week but have recieved no response as yet.

    All very frustrating!

    Amy

    complain

    This is a reply to this message.

  • Message 14. Posted by Amy (U14590603) on Friday, 20th August 2010permalink

    Hi again John!

    Just tried your link to Ken Bruce and unfortunately it doesn't seem to work from Canada .... the old 'content doesn't seem to be working' message comes up.

    Amy

    complain

    This is a reply to this message.

  • Message 15. Posted by John99 (U13871221) on Saturday, 21st August 2010permalink

    Anyone posting in this thread I did suggest more info would help. Note also the Box above where you type, in which the BBC suggests the information likely to be useful.

    __ Lack Of response ? __

    If you do not post more information BBC is in my opinion likely to ignore both posts, and contact forms, as being user error or users internet etc problems rather than being any BBC related problem.
    (And that may be correct ! )

    __ Suggested Information __

    - Your ISP ?
    - Location (Country / State)
    - details including URL of a couple of recent progs that are a problem ?
    - details and URL of a listen live stream that does work
    ( that at least proves internet connection works and nothing is blocking that particular stream)
    - do you get problems with all Listen Again, or just some programmes ?
    - have you sent off contact forms ?

    __ Contact Forms, are essential per the BBC __

    see BBC [Alan O] post about contact forms - www.bbc.co.uk/dna/mb...
    and BBC faq about them :
    "How do I report a problem with a programme, like a missing download, shortened programme, or encoding issue? " - iplayerhelp.external...

    And my own comments when discussing a Radio Problem www.bbc.co.uk/dna/mb...

    complain

    This is a reply to this message.

  • Message 16. Posted by Mandy (U14591863) on Sunday, 22nd August 2010permalink

    Hi all,
    I,too am a Canadian listener who wants to use BBC iPlayer to access Radio 4 content. I am having the same problem as Mark and Amy - an error message on every Listen Again programme saying "Content does not appear to be working. Please try later."
    I have submitted a message to the BBC but had no reply yet.
    I use a MacBook and Safari, and never had this problem until about three weeks ago. Initially I got around the problem by going to the programme's website and clicking on Listen Now which popped up the smaller iPlayer box. This worked a couple of times, but now this method, too, results in the same error message.

    In a way I am relieved that it's probably not my computer that's at fault, but really, how long before the BBC can correct this error? I fear that they don't really care about overseas listeners like me.

    Mandy

    complain

    This is a reply to this message.

  • Message 17. Posted by hilarymoses (U14591897) on Sunday, 22nd August 2010permalink

    Hi I am another Canadian listener with this issue just put the following message on the original 'Poor Service thread in General Discussion but now I see this is conversation is..

    Hi -
    So I have looked through the thread of this discussion and guess I need to be pointed in the right direction. But I am in Canada (shaw cable) and have been having the same problem listening to radio programs (Radio 4 Radio 7) for BOTH MAC and PC. Nothing has changed on my MAC. PC upgrade to Windows 7 but that is it -MAC is a laptop PC is a desktop both with strong internet connections and empty caches. The error is not saying 'content unavailable' but 'the content does not appear to be working at the moment'. Very occasionally I can get something to work but it is happening less and less with out much logic. Any advice is appreciated.
    Cheers,
    Hilary

    complain

    This is a reply to this message.

  • Message 18. Posted by Amy (U14590603) on Monday, 23rd August 2010permalink

    Hi John

    As suggested more information below - I'm not super technical so I'll try my best:

    ISP = Telus Cable High Speed Broadband
    Location = Calgary, Alberta, Canada
    Flash Player 10

    Programs not working = ALL 'listen again' programmes - I've tried all radio stations... here are some example URLs

    R1:
    www.bbc.co.uk/iplaye...

    R2:
    www.bbc.co.uk/iplaye...

    R3:
    www.bbc.co.uk/iplaye...

    R4:
    www.bbc.co.uk/iplaye...

    R5:
    www.bbc.co.uk/iplaye...

    R6:
    www.bbc.co.uk/iplaye...

    R7:
    www.bbc.co.uk/iplaye...

    Details and URL of a live stream that does work:
    www.bbc.co.uk/iplaye...

    Right click while live stream playing shows:
    BBC Media Player
    v.2.24.18269.21576
    bbc_radio_one | 48kps | aac | AK

    I have sent off a 'Contact Us' form already - I selected 'complaint'

    Hope this helps...

    Amy

    complain

    This is a reply to this message.

  • Message 19. Posted by John99 (U13871221) on Monday, 23rd August 2010permalink

    Well done Amy.

    I am a UK user and little point in me checking the links you provided,I did however try the first one; and as expected it did work for me.
    ( link plays as a FlashPlayer type stream in the UK).

    No doubt none uk users will be able to confirm the links work for them, ( ANYONE willing to try to help ? ) but some Canadian users will say the links do not work.

    That, then in my mind at least, suggests very strongly that there is a BBC problem affecting some Canadian users of iPlayer. I would therefore expect the BBC to comment on this and fix it, but it may well take a few more posts and contact forms before the BBC respond. (How long has the problem been going on for did someone say six weeks ?)

    John

    complain

    This is a reply to this message.

  • Message 20. Posted by Mark (U14587696) on Tuesday, 24th August 2010permalink

    1:35 p.m. BST
    24th August 2010

    Hello, John,

    I indeed sent a contact form (actually a complaint form) but have not received a response. I indicated the problem and gave them a link to this thread for details. Odd they have not replied.


    Radio 4's The World Tonight for Monday 23rd August 2010 (www.bbc.co.uk/iplaye... started and continued for 5 or so minutes. It then stopped and presented the screen message "This content doesn't seem to be working. Try again later." The error message is standard: Title: GenericKind:FMSConnectionError.FMS_CONNECTION_API
    Description: CDN Failover, final connection failed
    Code: 4

    I could not restart TWT. Nor could I start any other listen again programme on either Radio 4 or Radio 3. This is the norm - the exception is to actually have one work. But again this is rare. I spent the entire weekend trying to get listen again programmes to work but utterly failed. This was the worst weekend in this regard.


    Examples of current sites which have failed [I've tried dozens more all of which have failed]:

    www.bbc.co.uk/iplaye... (23rd August 2010 Radio 3 Proms PCM 06)

    www.bbc.co.uk/iplaye... (23rd August 2010 Radio 3 Breakfast)

    www.bbc.co.uk/iplaye... (23rd August 2010 Radio 3 Classical Collection)

    www.bbc.co.uk/iplaye... (23rd August 2010 Radio 3 Composer of the Week)

    www.bbc.co.uk/iplaye... (21st August 2010 Radio 3 Music Feature)

    www.bbc.co.uk/iplaye... (19th August 2010 Radio 3 Afternoon on 3)

    www.bbc.co.uk/iplaye... (18th August 2010 Radio 3 Sunday Feature - Puppet Masters)

    www.bbc.co.uk/iplaye... (24th August 2010 Radio 4 Midnight News)

    www.bbc.co.uk/iplaye... (24th August 2010 Radio 2 Janice Long)

    www.bbc.co.uk/iplaye... (23rd August 2010 Radio 2 Sarah Kennedy)

    www.bbc.co.uk/iplaye... (22nd August 2010 Radio 2 Weekend Wogan)

    www.bbc.co.uk/iplaye... (22nd August 2010 Radio 1 Edith Bowman)

    www.bbc.co.uk/iplaye... (21st August 2010 Radio 1 Trevor Nelson)

    www.bbc.co.uk/iplaye... (21st August 2010 Radio 5 Weekend Breakfast)

    www.bbc.co.uk/iplaye... (21st August 2010 Radio 5 606)

    www.bbc.co.uk/iplaye... (19th August 2010 Radio 5 Tony Livesey)

    All error messages were the same: Title: GenericKind:FMSConnectionError.FMS_CONNECTION_API
    Description: CDN Failover, final connection failed
    Code: 4.1

    For a short period, oddly, these links worked on consecutive tries. After that, everything started to fail again.
    www.bbc.co.uk/iplaye... (21st August 2010 Radio 2 Dermot O'Leary)
    www.bbc.co.uk/iplaye... (21st August 2010 Radio 2 Hot Gossip)
    www.bbc.co.uk/iplaye... (20th August 2010 Radio 2 Simon Mayo)

    As for the live links, I have no difficulties with any of them. The following were tried at about 4 a.m. BST:

    Radio 5: www.bbc.co.uk/iplaye...
    Radio 4 FM: www.bbc.co.uk/iplaye...
    Radio 4 LW: www.bbc.co.uk/iplaye...
    Radio 3: www.bbc.co.uk/iplaye...
    Radio 2: www.bbc.co.uk/iplaye...
    Radio 1: www.bbc.co.uk/iplaye...

    There does not seem to be any rational reason why there are such consistent failures. It's about 1 out of 100 work. And I have not found a common reason why at times something will work, but of course that may be because of the rarity of the success.

    I don't know what more to do. Any thoughts? It would be nice to speak with an IT person at the Beeb.

    As for Amy's links, I will try them tonight and report tomorrow.

    By the way, these failures occur on three computers I have access to each using a different operating system (Windows XP, Windows 7, Suse linux 11.3). This would suggest the o/s is not at fault.

    Mark

    complain

    This is a reply to this message.

  • Message 21. Posted by Mark (U14587696) on Tuesday, 24th August 2010permalink

    John,

    I've tried some of Amy's links. All but one failed for me too. There does not seem to be any rhyme or reason for the one success.

    www.bbc.co.uk/iplaye...
    Title: GenericKind:FMSConnectionError.FMS_CONNECTION_API
    Description: CDN Failover, final connection failed
    Code: 4


    www.bbc.co.uk/iplaye...
    Title: GenericKind:FMSConnectionError.FMS_CONNECTION_API
    Description: CDN Failover, final connection failed
    Code: 4

    www.bbc.co.uk/iplaye...
    Title: GenericKind:FMSConnectionError.FMS_CONNECTION_API
    Description: CDN Failover, final connection failed
    Code: 4

    www.bbc.co.uk/iplaye...
    Success - this link worked.

    Mark

    complain

    This is a reply to this message.

  • Message 22. Posted by Alan Ogilvie (U11945512) on Tuesday, 24th August 2010permalink

    Just taking a look at this stuff.

    Alan

    complain

    This is a reply to this message.

  • Message 23. Posted by Alan Ogilvie (U11945512) on Tuesday, 24th August 2010permalink

    So - the Ken Bruce episode:

    b00tdq12

    www.bbc.co.uk/iplaye...

    Works from my UK IP address, testing from a US IP address it also works.

    Huh.

    Al

    complain

    This is a reply to this message.

  • Message 24. Posted by Alan Ogilvie (U11945512) on Tuesday, 24th August 2010permalink

    So - done some more testing.

    You know, I think this might be the 'Insufficient Bandwidth' bug that we've had for some time. I think that what you were actually experiencing was a 'stuck frame' problem. As described in this, somewhat lengthy, thread:

    www.bbc.co.uk/dna/mb...

    I would recommend you log this through the comment form mechanism - but squeeze into the form:

    The IP address of the 'Edge Server' that your browser is trying to connect to. (Instructions on finding that here: www.bbc.co.uk/dna/mb... )

    Put my name in (Alan Ogilvie), and also put the phrase 'possible stuck frame issue' in there. Also detail what you were trying to listen to.

    If this is 'stuck frame' issues - then it's a known problem with the CDN services used by a number of big broadcasters. We are yet to get a satisfactory work around from the providers.

    complain

    This is a reply to this message.

  • Message 25. Posted by Alan Ogilvie (U11945512) on Tuesday, 24th August 2010permalink

    Please note that I have logged this thread against the stuck frame problems for engineers to investigate further. (if it's not stuck frame, then it's another problem... either way, it should now be in front of people that might be able to get to the bottom of it)

    .... but do use the contact form to submit your findings as described above.

    Alan

    complain

    This is a reply to this message.

  • Message 26. Posted by John99 (U13871221) on Tuesday, 24th August 2010permalink

    smiley - smiley Thanks Alan
    Glad to note the BBC is now investigating.

    I wish that 350 character limit could be removed from the contact form.

    Squeezing in the info you request above makes the form look rather cryptic and probably does not help the human agents that I assume are dealing with the form.
    (although I trust now they know to look out for your name and the term stuck frame.)

    BUT that does not help next time the problem occurs and someone tries to report it without reading this thread first.
    AND I infer from your comments above that this is likely to be a reoccurring problem.

    Or CHANGE CONTACT FORMS ??
    an additional template could be made for overseas users with "stuck frame" "stuck stream" or whatever that causes these and the insufficient bandwidth problems as an information prompt followed by requests asking for additional information with dedicated input fields for IP address etc
    ( Word it something along lines of:
    Do you find
    - most iPlayer streams work ok and I can hear the Radio
    - BUT one stream or Station produces error messages and does not play, or distorts ).


    John

    complain

    This is a reply to this message.

  • Message 27. Posted by Amy (U14590603) on Tuesday, 24th August 2010permalink

    Thanks Alan and John

    Not sure what I'd do without all your great suggestions!

    Have submitted another contact complaint form with the phrase 'possible stuck frame issue', Alan's name and the IP addresses of the edge servers for R1 & R2 (the two stations I try to listen to most frequently!)

    Fingers crossed someone reads it and sorts out the problem.

    Amy

    complain

    This is a reply to this message.

  • Message 28. Posted by Algy (U14577716) on Tuesday, 24th August 2010permalink

    Me too, and in Canada! Thank goodness for the commercial radio networks, which, on a microscopic fraction of the Beeb's budget appear to be gremlin free!

    complain

    This is a reply to this message.

  • Message 29. Posted by matt (U8621220) on Tuesday, 24th August 2010permalink

    Hi John,
    That 350 character limit does need to go.

    No iPlayer problems can effectively be reported with that limit in place.

    As you say squeezing the info in makes the message very cryptic and if you're trying to report anything other than the fairly well known problems, it will be impossible for the people who read the forms to make sense of it.

    If they won't remove the limit then they need to give users a different way to report technical problems which allows them to describe problems in a way that makes sense without putting limits on the report.

    complain

    This is a reply to this message.

  • Message 30. Posted by John99 (U13871221) on Wednesday, 25th August 2010permalink

    That 350 character limit does need to go.


    _ Feedback from & to users & 350 Chat=racter limit on technical reports _

    I did make comments/complaints on the messageboard about the 350 characters limit eg see
    "Contact Form Comments: 350 character limit, is this new?" - www.bbc.co.uk/dna/mb...

    We are well aware the iPlayer team are aware of this, they deliberately & publicly circumvent it themselves sometimes.

    My comments as above and elsewhere on the board did not produce a change in the situation so I did send off a complaint form specifically about that subject.

    The BBC are attempting to resolve the complaint by saying the iPlayer team have been made aware of the problem [Reference CAS-173400 ] That is NOT A RESOLUTION, the problem is presumably out of the hands of the IPlayer Team department if comments previously made are accurate, and as it appears the 350 character limit is a global BBC policy that unfortunately encapsulates technical reports.

    complain

    This is a reply to this message.

  • Message 31. Posted by Mandy (U14591863) on Wednesday, 25th August 2010permalink

    Hi all,
    Mandy here in Kaslo, B.C., Canada.

    I did some research in town yesterday, visiting friends, and the public library and attempting to listen to Radio 4 on iPlayer. It did not work on any of the four computers I tried. Each was using a different ISP.

    I am glad to read that the BBC may at last be aware of our problem - and that it is not OUR problem but theirs. I do hope they will not take too long to resolve it.

    Mandy

    complain

    This is a reply to this message.

  • Message 32. Posted by Emily Jane (U14424188) on Wednesday, 25th August 2010permalink

    I am also having the same problem and have for several months now been unable to Listen Again to R1 programmes, and receive the same "content doesn't seem to be working, try again later" error. It is very frustrating as all the shows I want to listen to (because of the time difference) are on at unlistenable times over here! I am located in Winnipeg, MB, Canada - it's a huge pain not being able to listen to quality radio any more. I know it's not a personal PC problem because of all the other Canadian users experiencing this problem and the fact that we have tried here in Winnipeg on 4 or 5 different computers in different locations with different service providers and still receive the same message. However it is still very frustrating. Have sent in two complaints and not received a single reply. Was able to listen to half a show on Monday, before it stopped playing and went straight back to the "content not working" error message.

    I hope the BBC sort this out soon.

    complain

    This is a reply to this message.

  • Message 33. Posted by csfriel (U14290581) on Thursday, 26th August 2010permalink

    Sigh - after working fairly ok for the last month, R4 has got very erratic again for me. I get mix of the insufficient bandwidth message (patently untrue) and the one in the thread title - this content does not appear to be working. All too true, alas.
    Dublin, Ireland.
    Oh, and I also get what I've seen people describe as the underwater effect, although to me it's more as if two streams were running at the same time just slightly out of synch. So much so that I had to check to see if I had R4 running on WMP too.
    Last time I had a problem I filled in a contact form, got a response and sent off the required information.
    But still having the same problems...

    complain

    This is a reply to this message.

  • Message 34. Posted by John99 (U13871221) on Thursday, 26th August 2010permalink

    I have previously made suggestions on how to report such problems but in this thread we now have a response in Message#24 from BBC management (Alan O) have you followed his suggestions for sending off a cryptic contact form including keywords including his name.

    I realise you have posted in and so must have read other threads but HAVE YOU SEEN these two about the ECHO effect:

    1) "Anyone getting an Echo which doesn't pause on catch up radio?" - www.bbc.co.uk/dna/mb...

    2) "Echo even when palyback paused" - msg#17 - BBC response about playback echo - www.bbc.co.uk/dna/mb...

    again note Alan O is asking for specific information. Not sure it will be even possible to fit all that into 350 characters even if you leave out any explanation of the actual problem !
    Worth a try though as probably contact form handlers are briefed on what to look for or Alans department is able to search contact forms by keywords.

    In this thread I do not think you have mentioned yet
    - URL s used
    - listen live or listen again
    - browser (Note BBC initial comment that echo effect may be browser specific)
    - ISP
    - version of Flash active as checked on Adobe site
    - IP address of edgeserver
    ( I am not sure does the BBC also expect that re Listen Again overseas ?? does anyone know ?)

    No doubt you have also noted BBC comments about IP address of edgeserver.

    Have you (or others with that problem ) tried an alternative browser, does that solve the echo effect ?
    (I do recollect someone mentioned an echo on two different browsers).

    As you are in Dublin, Eire rather than Canada yours may be a problem on a different edgeserver or whatever, lets hope if that is the case the BBC manage to note the additional information.

    complain

    This is a reply to this message.

  • Message 35. Posted by Algy (U14577716) on Thursday, 26th August 2010permalink

    Mark,

    I think you've hit the nail on the head with your prepenultimate line!

    complain

    This is a reply to this message.

  • Message 36. Posted by Mark (U14587696) on Friday, 27th August 2010permalink

    Hello, Alan,

    Thank you for your efforts which are greatly appreciated.

    I have some questions.

    First, I do not understand what is an 'edge server'. The edge server links you reference appear to represent live stream links. What is their relationship to a "listen again" link?

    Second, I am not sure there is a bandwidth problem. The live streams appear to run at 48kpbs whilst the listen again streams appear to run at 32kbps (both numbers found by right clicking on the Flash player). I do not have live stream failures, only listen again link or stream failures. So, does this not suggest the problem is something else?

    Indeed, the listen again link fails without ever streaming - there is no apparent data stream.

    As for my connection, my download is rated at 5.3 megabits, and a trace test to www.bbc.co.uk suggested no problems.

    No one has yet spelt out the sequence of events of a failure. Here are the steps and responses as best as I can determine:

    (1) Click on live link (e.g. www.bbc.co.uk/iplaye... - Classical Collection on 24th August 2010)
    (2) Flash player frame and internal sub-frames build.
    (3) Image in main frame resolves.
    (4) Greyed out "pause" and "reset" buttons appear.
    (5) At this stage there is no data or data stream counter apparent.
    (6) The data stream counter then appears: 00:00 / 00:00.
    (7) At the same time, the progress bar appears.
    (8) The progress bar instantly fills with what appears to be a red line progressing from left to right in less than a blink of an eye. The data stream counter does not advance.
    (9) Instantly, the progress bar and the data stream counter disappear.
    (10) For a second or two the main image remains.
    (11) The main image is then replaced with the "Content does not appear to be working" message and the progress bar sub-frame disappears.

    I don't know if any of this information is of use. It would be useful to have a debug version of iPlayer to see if there is an acception in the software. Alternatively, perhaps the IT staff could have a BBC external listening post run the programme. I would be surprised if they haven't some sort of means to do this, whether it be to engage, say, the CBC, or someone else. Else, I doubt this issue will be resolved in any methodic way.

    The BBC tech staff have kindly replied to my 'complaint' (I never have a complaint about the BBC) and I will try to carry out the suggestions on the weekend.

    I will be away on work from 30th to 9th September and will not have access to the 'net. So I hope the moderators do not archive this thread before then if it seems temporarily inactive.

    Mark

    complain

    This is a reply to this message.

  • Message 37. Posted by John99 (U13871221) on Friday, 27th August 2010permalink

    Hi Mark,
    Alan does sometimes offer explanations, but I thought I would take the liberty of adding a few of comments whilst you are waiting.
    One of Alan's explanations being
    "Listeners receiving 'Insufficient Bandwidth' messages - PLEASE READ!" - msg#38 (Raindrops ! )
    - www.bbc.co.uk/dna/mb...

    So I hope the moderators do not archive this thread before then if it seems temporarily inactive.

    probably not the sort of thread the board hosts are likely to archive, the information is likely to be of use in the future. And is not likely to remain dormant for long.

    First, I do not understand what is an 'edge server'.

    Networks do not always use a single central computer, especially for example when producing content for say use on different continents.
    For a more detailed explanation look on the www for instance see:
    "How edge servers work" - www.adobe.com/livedo...


    Second, I am not sure there is a bandwidth problem.

    Very true. If most iPlayer streams work but only one particular stream generates error messages saying 'insufficient bandwidth' the problem is likely to be something slightly different, the error message being an artefact.
    Thus Alan's mention of stuck frames, and requests for edgeserver information.

    It would be useful to have a debug version of iPlayer

    Not the sort of thing I foresee the BBC providing to us ordinary public users. However try something like 'Firebug' with 'Firefox' browser it generates quite detailed information about: the page structure, content and timings, with header information easily accessible.

    John

    complain

    This is a reply to this message.

  • Message 38. Posted by jamescook (U14599261) on Tuesday, 31st August 2010permalink

    For the last few months In Switzerland I get this message with FF and IE for about half the content of the BBC R4 openbook and frontrow archives! - always for the same shows. e.g.
    Openbook - b00p1fth.
    Frontrow - b00k83ty,
    Occasionally the message is "unavailable at this time", e.g. for Frontrow - b00ht5rh,b00js5yl.
    Anyone else with this experience? Does this content work in the UK?

    complain

    This is a reply to this message.

  • Message 39. Posted by John99 (U13871221) on Tuesday, 31st August 2010permalink

    Hi James,

    Can you give examples that do not play.
    I have for example briefly tried www.bbc.co.uk/iplaye... { b00tf9nt/Open_Book_22_08_2010/ ] and it at least seems to start ok for me as a UK user.

    John

    complain

    This is a reply to this message.

  • Message 40. Posted by jamescook (U14599261) on Tuesday, 31st August 2010permalink

    Openbook:
    www.bbc.co.uk/iplaye....
    Frontrow:
    www.bbc.co.uk/iplaye...,

    Occasionally the message is "unavailable at this time", e.g. for Frontrow:
    www.bbc.co.uk/iplaye...,
    www.bbc.co.uk/iplaye....

    complain

    This is a reply to this message.

  • Message 41. Posted by jamescook (U14599261) on Tuesday, 31st August 2010permalink

    for some of those links please remove the comma at the end ...

    complain

    This is a reply to this message.

  • Message 42. Posted by John99 (U13871221) on Tuesday, 31st August 2010permalink

    As a UK user three of those started ok but one displayed an error:
    "Front Row: 02/03/2009 is unavailable at this time."
    ( commas removed )

    complain

    This is a reply to this message.

  • Message 43. Posted by jamescook (U14599261) on Tuesday, 31st August 2010permalink

    John,
    thanks for trying those links.
    Does anyone else have the same result in the UK?
    What are other people outside the UK getting?
    JC

    complain

    This is a reply to this message.

  • Message 44. Posted by John99 (U13871221) on Wednesday, 1st September 2010permalink

    I hope others outside the UK also test the links.

    As some progs work and some do not I suspect this is one of the stuck fames or whatever type problems the BBC will need to fix.

    See message number 24 above from the BBC (Alan) and his suggestion to use contact forms including keywords such as his name. Although shoehorning such info into 350 characters will be almost impossible because you also need to give a clue as to what your problem is in the same 350 character space.

    Did you send off a contact form ?
    If so when ? and any response ?
    do you remember which options you used?
    Link re contact forms: iplayerhelp.external...
    Link re complaints procedures: www.bbc.co.uk/compla...

    Note the BBC recommends one particular type, but that type no longer get acknowledged (a recent improvement ! ) so you may consider it also worth using the complaint option which should get acknowledged, if other forms appear to have been ignored.

    complain

    This is a reply to this message.

  • Message 45. Posted by BradfordAllanT (U14600216) on Wednesday, 1st September 2010permalink

    I am in the US, Missouri, and have been having the same difficulties as Mark and Canadian online listeners since early 31 August---up till then all had been fine.

    While Listen Live works fine, no matter which Radio 3 programme I choose for Listen Again, the same failure procedure Mark outlines so carefully takes place. This occurs with the Beta iPlayer, the previous version, and attempted access from any schedule or programme page. The error message again is:

    Title: GenericKind:FMSConnectionError.FMS_CONNECTION_API
    Description: CDN Failover, final connection failed
    Code: 3

    "This content doesn't seem to be working. Try again later."

    Flash: 10,1,82,76 installed (the latest available)
    Cache: emptied (repeatedly)
    Windows Vista
    Ritter Communications (Arkansas)
    Mozilla Firefox 3.6.8 (latest available)

    At the suggestion of one programme manager, I have submitted three different reports at this address (since space is limited)---a Comment, an Inquiry, and a Complaint, hoping that one of them lands and sticks:

    iplayerhelp.external...

    May I encourage any other US listeners who haven't yet reported in to register with the BBC and join the petitioning. Maybe we can reach a quorum.



    complain

    This is a reply to this message.

  • Message 46. Posted by jamescook (U14599261) on Thursday, 2nd September 2010permalink

    Hallo John,
    I have reported this issue on a few occasions to https://faq.externa... ("Web Tech Faults" page).
    But the links have not come to life here. I resubmitted the fault today with Alan O in the text.
    Next step would be a complaint - although I'm not complaining.
    JC

    complain

    This is a reply to this message.

  • Message 47. Posted by John99 (U13871221) on Thursday, 2nd September 2010permalink

    JC
    For iPlayer specific problems probably best to use the contact forms from this faq:
    "How do I report a problem with a programme, like a missing download, shortened programme, or encoding issue? "- iplayerhelp.external...
    Which includes the text

    If you use the Contact Us form here on the help site we recommend you select Programme Availability as your query, giving the full name and the webpage (URL) of the programme.

    If you do contact us about the Click to Play (streaming) problems, right-click on the Flash player window and select and select Copy this error message, making sure you paste this into your query when you contact us.

    The quoted faq also contains the link:
    [Unsuitable/Broken URL removed by Moderator]
    [which may need to be pasted rather than clicked as the mb sometimes fails to parse https links ]

    This type of fault is often fixed within minutes/hours, once BBC iPlayer team notice them; although it can take weeks from date of original posts before BBC acts on the information. There must be serious flaws in use of user feedback information.

    complain

    This is a reply to this message.

  • Message 48. Posted by John99 (U13871221) on Monday, 6th September 2010permalink

    It appears BBC may be making some changes. As usual in a less than optimal manner (a phrase someone else use recently, after the mb mangled one of my post).

    I note at the moment the BBC link displaying in the box above where i am typing is broken.
    (So although repeatedly shown in posts I will not quote it here as mods may remove it).

    The link I refer to has the text anchor "this FAQ on how best to report a problem with a programme. " and as a link probably shows in a pretty colour. It gives a 404 error and displays a BBC page headed "There seems to be a problem"

    Meanwhile the 'Link' I posted as plain text and was removed by the mods does continue work when pasted into a browsers location bar. Possibly the layout of the template has changed, I have not used it since any change. So posting information NOT as a link
    https//iplayerhelp.external.bbc.co.uk/templates/bbciplayer/emailForms/emailPage
    To use the information add a colon in the obvious place and note it uses https not http .

    No doubt BBC will fix its own links shortly.
    They had similar problems not very long ago.

    John

    complain

    This is a reply to this message.

  • Message 49. Posted by DuaneK (U14608087) on Friday, 10th September 2010permalink

    I only listen to Radio 5 Live and Radio 2 on the iPlayer. 5 live is fine and plays normal with just the occasional buffering.
    However haven't been able to listen to Radio 2 (live) now for about 2 weeks with the same "This content doesn't appear to be working" error.

    How can it work for one but not the other!?!?

    Just going to drive me to another radio station!

    Oh and I've thought about reporting it to the BBC by trying to use their "this FAQ on how best to report a problem with a programme" link. Clicked on it and page could not be found!!!

    The BBC is like all other big companies now by making it difficult to report problems by not having contact details or hiding them away. What ever happened to the old "Report a problem" link that seems to be disappearing from countless websites!

    End of rant

    complain

    This is a reply to this message.

  • Message 50. Posted by John99 (U13871221) on Friday, 10th September 2010permalink

    Hi Duane,

    Clicked on it and page could not be found!!!
    I explained in the post immediately above yours how the contact form may still be used, if the BBC has not fixed the links yet.

    How can it work for one but not the other!?!?

    It is almost a diagnostic confirmation of a BBC CDN problem that the BBC then finds dificult to track down.
    The BBC then finds detailed info from users helpfull but has a new 350 character limut making it hard to report such essential information.
    There are many posts on this

    I could provide links to the exact BBC posts about it but it would take a few minutes to find and I have something else to do at present, so look through some of the other threads if you want to find out how to help.

    John
    (nothing to do with the BBC, and not too happy with the BBC user support )

    complain

    This is a reply to this message.

Copyright © 2015 BBC. The BBC is not responsible for the content of external sites. Read more.

This page is best viewed in an up-to-date web browser with style sheets (CSS) enabled. While you will be able to view the content of this page in your current browser, you will not be able to get the full visual experience. Please consider upgrading your browser software or enabling style sheets (CSS) if you are able to do so.