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Slow Streaming Video

rhavey
rhavey asked
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This is probably a violation of policy, but I have 2 customers with similar problems.  Both customers are having trouble viewing streamed video.  If I need to post twice, let me know.  If the Windows 7 zone is incorrect, please steer me to the correct zone.

The first customer has a basic cable connection.  I ran the Speakeasy speed test with her laptop and it came back as 0.8Mbps x 0.6Mbps.  I tried the same test with my own laptop and it was reprted as 4.8Mbps x 0.8Mbps.  The connection is nominally 5 x 1.  Her connection is still faster than DSL speed so the video stream should be smooth, but when she tries to view a video, the video keeps stopping to buffer more content.  The OS is WIndows 7 Home Premium and the browser is IE9.  My laptop OS is Windows 7 Pro.  The connection is wireless to a Linksys WRT54G router.

The second customer has a Verizon FiOS connection.  I did not run a test myself, but before he asked me, he contacted Verizon and he measured close to the nominal 15Mbps x 5Mbps using Verizon's speed test..  He is says watching a video is like watching a slide show.  I haven't been to the customer site to test with other equpment, but he tried the laptop on his office DSL connection with the same result.  This customer has Windows 7 and has tried both IE8 and Firefox.  The connection is wireless through a Verizon provided ActionTek router (probably the 802.11g version).

Clearing browser cache on these computers did no good.

What do I have to do to bring the streming to acceptable speeds for these 2 systems?
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Commented:
Problem might be caused by unwanted software at startup or security software..

Boot in safe mode with networking and then try to check streaming video....if it works
 then do clean boot in normal mode.


Clean boot process

Start-type - msconfig- click on startup tab- click disable all...then click services tab- put a check on hide all microsoft services ...and then click disable all....click ok and then restart the computer in normal mode.

If everything works fine in clean boot then enable five startup items and services at a time to find the faulty software.




Ded9
The incoming speeds of both are fine for streaming based on even netflix's requirements but the source is more important than your end.

Is the problem happening on just the two computers or do others trying to view the streaming content also experience the same issue?

Author

Commented:
The problem is just with the 2 computers.  In the first case another computer is OK.  In the second the problem followed the computer, and at the second location other computers are OK.

I should have thought of Safe Mode/Clean Boot.  I have passed that to one customer, he may or may not have sufficient skill to follow the instructions.  It will be at lest Friday until I see either of them again.

Commented:
Make sure you check it in safe mode with networking and not safe mode.



Ded9

Author

Commented:
One of the customers successfully ran a video in safe mode.  I will bug him over the weekend regarding the clean boot.  This is the one with solid 15 x 5 connectivity.

I tested the other customer with a clean boot without success.  Her connection is not up to speed while others in the house are OK.  Connectng to the network via a Cat 5 connection did not improve the situation.

I think the FiOS connection is under control.  Any ideas on why one computer would be have a slow connection and choppy videos while others ore OK?

Commented:
Problem might be caused by a security software...if it works in safe mode with networking and not in normal mode then uninstall all security software ...reboot and check.



Ded9

Author

Commented:
I apologize for my slow response.  Sometimes matching my scedule with a customer's for a problem that is merely annoying can be difficult.

I just tried a clean boot without success.  I tested the connection speed and got 1 Mbps x 0.81 Mbps.  The video still buffers every few seconds.  This happens on arbitrary videos being streamed from sites lile AOL.

I haven't had a chance to ununstall the security software (Trend Micro) because I am working remotely with this customer.

Commented:
Also check whether customer is using any p2p or torrent programs that are running in the background .

If nothing works then uninstall security software ...reboot and check.



Ded9

Author

Commented:
I tried a clean boot, Safe Mode and uninstalling Trend Micro Internet Security.  I also had the customer try to connect a Cat 5 cabel to the router.  Nothing has worked.

She ran a Speakeasy speedtest that reportes 1.2Mbps x .84 Mbps.  A computer connected to an adjacent port on the router reported 3.28 x .84.  The nominal speed is 5 x 1.

I know my next response will be slow because this customer will not be avaialble until the 30th.

Commented:
Try new user account...post results.


Ded9

Author

Commented:
I'll try it when they get back.

Author

Commented:
I just tried a new user profile, and the situation did not change.  The video still stopps every few seconds to buffer.

I did not answer the question before, but there is no P2P or torrent programs in use.

Commented:
Try uninstalling the security software....reboot and check.


Ded9

Author

Commented:
I have already done that.
Commented:
Try updating graphics driver...how many display driver do you see in device manager....

Once again check safe mode with networking or low res mode.



Ded9

Author

Commented:
Another problem in matching schedules.

I updated the video driver and the wireless network driver from the Dell website.  The results were negative.  I could not even load a video from a website.  I tried Speakeasy.net's speed test.  It showed .85 x /81 - barely dial-up speed.

I was operating remotely but I gave my customer specific instriuctions to turn the wireless off, connect via a CAT 5 cable, and test with speakeasy again. The results were speeds of 3.8 x ,81 for anominal 5 x 1 connection.  Video streamed smoothly.

I have to onclude that there is a hardware problem with the internal wireless network card.  I suggested that the customer take the laptop to where they bought it for warramty service.  I mentioned that we could use USB adapter to replace the internal one.

Author

Commented:
The help I received helped me troubleshoot wht turned out to be a hardware problem.

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