Highlighted

On Demand - An error occurred during video playback

[ Edited ]

Hello,

I would like to receive help with the following issue:

 

Utilizing TWCTV online via desktop PC -  On Demand/Watch Later 

 

Receive "An error occurred during video playback. This video is temporarily unavailable. Please try another video or try again later. "

 

Using Chrome Version 55.0.2883.87 m (64-bit) and Firefox Version 51.0.1 - Also tried Firefox Version 50 //////Chrome gave error - Firefox would not stop buffering.

 

Accessed Hulu/VH1/MTV/Lifetime - ran video with no issues

 

Modem/Router - Ubee

Standard Specification CompliantDOCSIS 3.0
Hardware Version3.26.1
Software Version9.40.2121
Cable Modem MAC Address 
Cable Modem Serial Number 
CM certificateInstalled

 

Not sure if the above information will help or not. MAC Address removed for security.

 

I will say I previously had a Technicolor router with the same issue. This seems to really happen with new episodes, that's also if they even show as available. Example - also frustrating me - Supernatural / Episode 8 and 10 listed - episode 9 is missing. I understand these episodes are new, however, you can view these episodes currently on the network site or Hulu. Why can I not view it here?

 

Current issue/ Error Message with watching Love & Hip Season 7 Episode 11. 

 

Please understand that in addition to having technical issues with TWCTV, my internet has disconnected twice in the past week (equipment fine and tech stated home/wiring fine) with no explanation from technical support reps, and I viewed my new bill which was $300.00 due to the promotional price falling off, again, no explanation. This is the second time in less than 6 months this has had to be escalated. I will be working further with those individual departments for resolutions. However, back to my point, this is getting ridiculous. I am almost at my limit. I would like every single aspect of my service to work without any issues for at least a month, other than outages beyond control.

 

Thanks in advance.

 

 

 

23 REPLIES

Re: On Demand - An error occurred during video playback

[ Edited ]

Will mark as solved. Will ask unresolved issue/question via chat.  Only posting solution for other customers who may have this issue. Solution for "An error occurred during video feedback" 

 

***Spoke to a representative via online chat support. Signal sent to the modem. Resolved.***

 

Issue with episode not showing under On Demand for show, Supernatural, still unresolved.

 

Would also like to add for any TWC employee moderators, if applicable response time is horrible. Extremely disappointed!

Expert

Re: On Demand - An error occurred during video playback

Don't reset the modem, copy and paste the signal level and error log pages, need to see real history. I think you have an intermittent that's not repairable by resets no matter what they claim.

 

 

Re: On Demand - An error occurred during video playback

Hello Ms.Raye,

 

Thank you for taking the time to assist me today. I know it is on your own time so I greatly appreciate it! Unfortunately, I originally posted this morning and due to response time, I frustratingly contacted them. I was unaware that they do not assist with the forum.

 

The video issue was annoying but losing my connection due to signal twice in the past week alone is serious. I work remotely from home and depend on a reliable connection.

 

I have an Ubee dvw32cb. My current RSSI is -70. I am hard wired into my desktop.

 

Event Log is now reset - Nothing true for sure here because I had a large amount of uncorrectables and as you can see, now have none.

 

Startup ProcedureProcedureStatusComment

Acquire Downstream Channel555000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK?BEWGC1OUUzD4d+AK4uPn@CuLj54A7f3Y_AdEtNewBWZib7GN0Gn_+
SecurityEnabledBPI+



Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables

1LockedQAM25617555000000 Hz4.2 dBmV42.3 dB00
2LockedQAM25610513000000 Hz4.1 dBmV42.5 dB00
3LockedQAM25611519000000 Hz3.8 dBmV42.2 dB00
4LockedQAM25612525000000 Hz3.8 dBmV42.2 dB00
5LockedQAM25613531000000 Hz3.8 dBmV42.2 dB00
6LockedQAM25614537000000 Hz3.7 dBmV42.1 dB00
7LockedQAM25615543000000 Hz4.0 dBmV42.2 dB00
8LockedQAM25616549000000 Hz4.1 dBmV42.4 dB00
9LockedQAM2569507000000 Hz4.3 dBmV39.1 dB00
10LockedQAM25618561000000 Hz3.9 dBmV42.1 dB00
11LockedQAM25619567000000 Hz3.5 dBmV41.9 dB00
12LockedQAM25620573000000 Hz3.2 dBmV41.8 dB00
13LockedQAM25621579000000 Hz3.1 dBmV41.7 dB00
14LockedQAM25622585000000 Hz2.8 dBmV41.4 dB00
15LockedQAM25623591000000 Hz2.6 dBmV41.1 dB00
16LockedQAM25624597000000 Hz2.7 dBmV41.3 dB00

 

Total Correctables Total Uncorrectables

00



Upstream Bonded Channels Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power

1LockedATDMA82560 Ksym/sec37000000 Hz43.5 dBmV
2LockedATDMA65120 Ksym/sec24200000 Hz43.5 dBmV
3LockedATDMA75120 Ksym/sec30600000 Hz43.5 dBmV
4LockedTDMA52560 Ksym/sec19400000 Hz43.5 dBmV


Current System Time: Fri Jan 27 14:24:49 2017

 

Being frustrated, I also changed the wireless channel to 6. When I originally started, it was set to Auto. Experimenting, I changed the channel to 1.  I seemed to lag when navigating and quickly changed it.

 

Re: On Demand - An error occurred during video playback

@MsRaye

I thought of what you said about the possible intermittent issues. I decided to take a look at the event log and found this "Started Unicast Maintenance Ranging - No Response received". Before the associate asked me to reset my modem, I remember seeing this a lot. I also had a ton of It was listed a few times and was listed even after I changed my channel. I was honestly surprised to see it after the channel reset. I am unfamiliar with what the Unicast Maintenance Ranging - No response means.

 

I cross referenced it with information I found on another thread that you applied to:

http://forums.timewarnercable.com/t5/Connectivity/Anyone-seen-quot-No-Response-received-T3-time-out-...

 

I did attempt to decipher the rx and tx levels. Too much for one day, I suppose.  I noticed my levels do not display in a single number so I apologize for any confusion. Ubee has now been up for almost 12 hours straight and for this go around, no uncorrectable. Here we go Smiley Happy

 

Startup ProcedureProcedureStatusComment

Acquire Downstream Channel555000000 HzLocked
Connectivity StateOKOperational
Boot State  
Configuration FileOK 
SecurityEnabledBPI+



Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables

1 QAM256 555000000 Hz5.6 dBmV42.6 dB00
2 QAM256 513000000 Hz5.2 dBmV42.5 dB00
3 QAM256 519000000 Hz5.0 dBmV42.3 dB00
4 QAM256 525000000 Hz5.1 dBmV42.4 dB00
5 QAM256 531000000 Hz5.1 dBmV42.4 dB00
6 QAM256 537000000 Hz5.1 dBmV42.3 dB00
7 QAM256 615000000 Hz4.1 dBmV41.1 dB00
8 QAM256 549000000 Hz5.6 dBmV42.6 dB00
9 QAM256 507000000 Hz5.4 dBmV39.1 dB00
10 QAM256 561000000 Hz5.4 dBmV42.5 dB00
11 QAM256 567000000 Hz5.0 dBmV42.3 dB00
12 QAM256 573000000 Hz4.7 dBmV42.0 dB00
13 QAM256 579000000 Hz4.6 dBmV41.9 dB00
14 QAM256 585000000 Hz4.2 dBmV41.6 dB00
15 QAM256 591000000 Hz4.0 dBmV41.3 dB00
16 QAM256 597000000 Hz4.1 dBmV41.5 dB00

 

Upstream Bonded Channels Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power

1 ATDMA 2560 Ksym/sec37000000 Hz42.3 dBmV
2 ATDMA 5120 Ksym/sec24200000 Hz43.3 dBmV
3 ATDMA 5120 Ksym/sec30600000 Hz43.5 dBmV
4 TDMA 2560 Ksym/sec19400000 Hz42.3 dBmV

 

 

 

 

Re: On Demand - An error occurred during video playback

[ Edited ]

Today's Reports

 

Startup ProcedureProcedureStatusComment

Acquire Downstream Channel555000000 HzLocked
Connectivity StateOKOperational
Boot State  
Configuration FileOK 
SecurityEnabledBPI+

 

Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables

1 QAM256 555000000 Hz4.7 dBmV42.2 dB180
2 QAM256 513000000 Hz2.4 dBmV40.6 dB100
3 QAM256 519000000 Hz1.0 dBmV39.9 dB90
4 QAM256 525000000 Hz1.0 dBmV39.9 dB90
5 QAM256 621000000 Hz4.2 dBmV41.4 dB1040
6 QAM256 537000000 Hz3.2 dBmV41.1 dB90
7 QAM256 615000000 Hz3.6 dBmV40.9 dB120
8 QAM256 549000000 Hz4.5 dBmV42.1 dB140
9 QAM256 507000000 Hz3.6 dBmV37.7 dB110
10 QAM256 645000000 Hz2.3 dBmV40.0 dB300
11 QAM256 567000000 Hz4.2 dBmV41.9 dB90
12 QAM256 573000000 Hz4.0 dBmV41.7 dB780
13 QAM256 579000000 Hz4.0 dBmV41.6 dB4930
14 QAM256 585000000 Hz3.7 dBmV41.3 dB4529
15 QAM256 591000000 Hz3.3 dBmV41.0 dB120
16 QAM256 597000000 Hz3.4 dBmV41.1 dB90

 

Total Correctables Total Uncorrectables

42859

 

Upstream Bonded Channels Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power

1 ATDMA 2560 Ksym/sec37000000 Hz43.5 dBmV
2 ATDMA 5120 Ksym/sec24200000 Hz43.5 dBmV
3 ATDMA 5120 Ksym/sec30600000 Hz43.5 dBmV
4 TDMA 2560 Ksym/sec19400000 Hz42.3 dBmV

 

I also found this under my Firewall Event Log..Should I be concerned?

 First listed last occurrence count - 4109

Second listed occurrence count - 1430

 

DescriptionCountLast OccurenceTargetSource
TCP- or UDP-based Port Scan 4109  Sat Jan 28 21:33:39 2017   172.73.246.1:57859  209.18.47.62:53 
TCP- or UDP-based Port Scan 1430  Sat Jan 28 23:01:36 2017   172.73.246.1:51070  209.18.47.61:53 
TCP- or UDP-based Port Scan 1  Sun Dec 11 07:20:41 2016   172.73.246.1:56467  51.15.48.4:5085 
TCP- or UDP-based Port Scan 3  Thu Dec 22 01:48:37 2016   172.73.246.1:4911  110.249.212.46:55555 
TCP- or UDP-based Port Scan 3  Mon Dec 12 16:41:47 2016   172.73.246.1:3368  95.110.200.109:57500 
TCP- or UDP-based Port Scan 1  Mon Dec 26 17:29:56 2016   172.73.246.1:5071  93.115.28.14:5702 
TCP- or UDP-based Port Scan 1  Tue Jan 10 17:19:24 2017   172.73.246.1:3720  91.197.234.23:42508 
TCP- or UDP-based Port Scan 1  Wed Jan 18 16:53:07 2017   172.73.246.1:53  141.131.2.3:49888 
TCP- or UDP-based Port Scan 3  Thu Jan 26 19:17:17 2017   172.73.246.1:3945  91.197.234.22:49246 

Re: On Demand - An error occurred during video playback

Error Codewords

Unerrored Codewords879737616
Correctable Codewords18
Uncorrectable Codewords0

 

Payload Header Suppression

PHS StatusON

 

Service Flows SFID Service Class Name Direction Primary Flow Packets

122716181 UpstreamNo2343967
122716185 UpstreamNo2343967
122716186 UpstreamNo2294389
122716187 UpstreamNo194
122724374 DownstreamNo0
122724375 DownstreamNo0
122724376 DownstreamNo0
Lead Moderator

Re: On Demand - An error occurred during video playback

@techchick Our forums are primarily Peer to Peer support. If you are looking for 

direct assistance you can reach us a number of ways. 

 

Direct message at TWC_ForumsHelp

Facebook.com/Spectrum

@Ask_Spectrum

by phone 1-800-892-4357

by Chat Contact Us

Schedule a callback via the MyTWC app

or even visit us at a store location. You can find one near you 

Store Locations

 

We would be happy to address any issues you are having. 

 

Regards,
Julia R.
^TWC-Social Media Customer Care
Lead Moderator-Community Forums

Re: On Demand - An error occurred during video playback

Thank you @TWC-JuliaR for the response.

 

Here's an update for anyone who can use the information. Thanks to @MsRaye requesting I post my logs, I learned a few things. I contacted Tier 3 technical support yesterday evening, who indeed found a signal coming from outside, causing spikes and interference. A technician will be here this afternoon and I plan on asking him several questions, as well as showing him the data I posted as well.

 

I do have additional questions if you are able to assist. If not, I will utilize the methods you listed except for phone and chat - I am always sent to outsourced employees, especially chat, that cannot answer my question.

 

First question. My twc.com/ondemand via pc still has some issues. I just logged on to view live broadcasting and received an error message that it was unavailable at this time. Any general fix for that?

 

Second question and very important to me. Why does TWC/Spectrum not have a larger presence in these forums? I have reviewed multiple threads, at least a quarter of them do not have any answers whatsoever. In the TWC experience alone, multiple customers are stating they will possibly leave. I would think that would be a larger concern than what is displayed. The peer support is phenominal, however, it is still not the company.

 

Thanks!

Re: On Demand - An error occurred during video playback

For my information for the technician...

 

Right now, wasn't able to connect to forums.timewarnercable.com; attempted to load page, was told no internet connection. Websites are now taking 6 or so seconds to load. Resolving host issues.

 

Error Codewords

Unerrored Codewords620210773
Correctable Codewords14
Uncorrectable Codewords88



Payload Header Suppression

PHS StatusON



Service Flows SFID Service Class Name Direction Primary Flow Packets

122716249 UpstreamYes-2130992316
122716253 UpstreamYes-2130992316
122716254 UpstreamYes-2130992316
122716255 UpstreamYes-2130992316
122724442 DownstreamYes-2130992316
122724443 DownstreamYes0
122724444 DownstreamYes0