Trouble with streaming

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Could someone from Mubi please reply to the queries that I'd posted above? I tried watching a movie today, and I'm again facing the same problems - the video isn't buffering when on pause, video getting frozen at regular intervals & most of the times the audio keeps running (thus destroying the viewing experience for a foreign language film). Could someone please let me know if these problems will get rectified anytime soon, or is it that my subscription has gone down the drain?

Dear Shubhajit,

Apologies for the delay in replying. I'm very sorry for the problem, and we'll be happy to help! May I ask what browser you're using, and if the problem still occurs in another browser? The site should work in any browser, but depending on your configuration, results sometimes vary.

For issues with streaming video, our lead developer would recommend:

Updating to the latest version of Flash. (If you don't have it, you can download it for free here: http://get.adobe.com/flashplayer/.)

Shutting down all other programs

Restarting the machine, and not doing anything else except starting your browser and watching the film Even a fast connection could be slowed down by a lack of memory or a buildup of spyware, and anything that can free up memory could improve performance.

If none of the above work we will need more information to diagnose the problem. Could I possibly ask you to submit a net debug report by going to:

http://www.bitgravity.com/netdebug/

Please click "Start Test" and wait for all the tests to run. Then when prompted send the report to BitGravity support referencing ticket #12993 (this last bit is critical as otherwise the information will not be stored).

Thank you for your patience and and we hope to have it fixed asap.

All the best,
Pawel
MUBI Support Team

I had this problem previously but I just watched two films and had no problems at all. I didn't make any changes to my setup because I was already doing everything recommended by the support team.

Followers of this thread who have long given up may want to give it another go.

Thank you Piper!

I just tried again, after Piper's comment. Still freezes up for me just like before. Impossible to watch a movie. Darn! The transfer cycles: it loads in a couple dozen seconds of info, then the transfer speed drops off to nothing as if it has buffered enough. Of course, it hasn't, so a couple seconds later the movie freezes up and the transfer speed picks up for another ten seconds or so, then drops off to nothing again. So every ten to fifteen seconds the movie totally freezes while it waits for the buffer to fill up again.

I've got plenty of transfer speed, but my community is hooked to the rest of the world though one big high-latency satellite connection. Maybe latency is the issue? Anyway, it doesn't work, and it sounds like copy-right protection is the excuse for making this catastrophic change. It's ironic that these movies would have received my $3 without the change, but now they won't. What a shame.

It's imposible to watch a movie!

Yes it is impossible - I just paid for a film, followed all the advice above and it still did not work properly. Tried several times over a week. Short films work but not long films. Very disappointing.

I just read all of these responses and it's a real shame that this problem has spanned so many months. I use MUBI on the PS3 but hadn't watched a movie in a long time. Tonight I wanted to watch Manon of The Source so went through a software update process, paid the $6.95 and for the past hour have seen nothing but a black screen and a MUBI loading animation. My measured download speed at this moment in time is 17mbs which is more than fast enough. The mechanism to take money works seamlessly but the content delivery is zero. Is there a way to obtain a refund?

same problem here. using chrome, macbook pro, 15 Mb/s. Sound runs for a few seconds, image freeze. Unable to watch films... :(

same problem

Hello everyone,

Apologies for delay in replying. Sometimes the film may freeze due to temporary connectivity issues or because of a streaming problem with particular titles (that's why we always recommend to test streaming capabilities with free titles).

If, however, the problem persists and the above recommendations does not work with your devices (or under your specific system configurations) you may also seek extra help or inquire about refund by emailing us at support@mubi.com.

Thank you for your patience and please let us know if you have any further questions or concerns.

All the best,
Pawel
MUBI Support Team

Hi, I tried to watch a film today and it didn't work properly, couldn't see it till the end.
It was 'Tomorrow we move' (Chantal Akerman). Can I please get a refund to watch it later? Many thanks.
Best, Charles

Dear Charles,

I am sorry to hear. We have checked the film and it plays fine on our end. In addition to that the rental period lasts for 7 days so you still should be able to access the film. Have you tried any of the above suggestions to improve the streaming?

To inquire about refund please email us at support@mubi.com.

All the best,
Pawel
MUBI Support Team

hi,
i just subscribed today to watch unlimited films a month, and it results i cannot watch any movie at all. within a few seconds, the movie stops streaming or freezes completely. i ́ve tried to stream on safari and firefox with the same result.
i wish i would have known this before and now not sure what i have to do in order to make a refund.

;;____;;;

Hello sandrauwe,

I'm sorry to hear that. Has none of the above worked? To inquire about refund please email us the e-recipt of your purchase at support@mubi.com.

All the best,
Pawel
MUBI Support Team

Hi,

After having watched the first movie successfully, the others we have rented do not launch. They seem to keep loading forever, nothing happens. We are watching from the PS3, please assist.

Sophie

I was able to watch films at 6 pm or even at 8 pm but never later that 9 pm, I have run the speedtest and I allways have more than 3 mbps of band, I have the last flashviewer and I have proved tu turn off my antivirus. Trailers run nicely but film are impossible later than 9 pm, that is when I return for job. The same happens with free films that with pay films. ¿what can be done?-

Hi Pawel,
I've been a customer with mubi for a few years now.

mubi works fine when I have fast internet, if not, I have the same problems as the people at the beginning of this stream, their entries are 11 months old.

I used to be able to get around the slow-/no- internet problem by streaming while having good internet. this kind of streaming seems no longer possible.

will mubi be changing back to this old player anytime soon (as you mentioned about 11 months ago), or will the (pre-)streaming be permanently unavailable, in which case i will have to cancel my subscription because I cannot use mubi anymore.

hopeful

lea

One thing that is consistant .... the Mubi employees responses. Sorry, two things...Mubi does not work. I am fed up with freeze issues and movies not loading. I have put up with this for months now, so I guess I am the idiot for perservering for so long...but not any more.

I would like to add that the smiley faces in "the mood in here" belong entirely to employees.

Dear massatony,

I am sorry to see you that upset because you obviously have constant problems with the streaming. This problem can have many different reasons, so if you would give me some more detailed informations about the kind of your problem, I and the rest of the MUBI Team will be happy to do whatever we can to solve it.

I will keep the smiley icon away this time, but I am confident that we can solve your problem like we have others before.

Best regards,
Maximilian
MUBI Support Team

Dear massatony,

I just saw that you are located in Australia, so this topic might be interesting for you:

http://support.mubi.com/mubi/topics/m...

As I said above, please tell us in which way you experince a problem with streaming and we will try to fix it.

Best regards,
Max

when I originally signed up with MUBI it worked fine for a few months. Over the last 2 months it is progressively getting worse to the point that it is unwatchable. The issues are:
while even just scrolling thru the movies it often freezes the ps3 which can only play again after swithing it of and on again.
If I select a movie it usually will not download at all. If it does start, it stops every few seconds (green dots flash) then runs a few seconds and so on.
When the problem first appeared it was the newer movies that were a problem now it is all of them.

I've already posted this problem, can anyone answer? Currently, I can't watch anything on Mubi with this streaming problem. The movies stops every few seconds. So it is impossible. I would like very much to continue with Mubi. But I'll have to cancel my subscription if this isn't solved.

This is really disappointing. I'm canceling my subscription.

Dear Catrui,

I've posted an answer on your own topic asking you for more details.

Please accept my apologies for the late reply, we are doing our best to figure out the best solution to solve your problem.

Best regards,

Quentin
MUBI Support Team

How can you still offer your payed service cheating people with such a slow server performance?!

I never ever managed to watch one movie without breaks or crashing even when the movie was already cached locally.

Happy to cancel my subscription and to share my bad experiences with Mubi where ever i can!