Error in html5 playlist player

Community Forums Kaltura Players and Player Plugins
1

From time to time I get an error in the playlist player and the log file says this:

PHP Fatal error: Uncaught exception ‘Exception’ with message ‘Error getting sources from server. Please try again.\nOperation timed out after 20001 milliseconds with 0 out of -1 bytes received’ in /opt/kaltura/web/html5/html5lib/v2.61/modules/KalturaSupport/Client/KalturaClientHelper.php:65\nStack trace:\n#0 /opt/kaltura/web/html5/html5lib/v2.61/modules/KalturaSupport/Client/KalturaClientHelper.php(53): KalturaClientHelper->generateKS(’_100’)\n#1 /opt/kaltura/web/html5/html5lib/v2.61/modules/KalturaSupport/Client/KalturaClientHelper.php(16): KalturaClientHelper->getClient()\n#2 /opt/kaltura/web/html5/html5lib/v2.61/modules/KalturaSupport/KalturaCommon.php(124): KalturaClientHelper->__construct(Array)\n#3 /opt/kaltura/web/html5/html5lib/v2.61/includes/Pimple.php(122): {closure}(Object(Pimple))\n#4 /opt/kaltura/web/html5/html5lib/v2.61/includes/Pimple.php(83): Pimple->{closure}(Object(Pimple))\n#5 /opt/kaltura/web/html5/html5lib/v2.61/modules/KalturaSupport/kalturaIframeClass.php(29): Pimple->offsetGet(‘client_helper’)\n#6 /opt/kaltura/ in /opt/kaltura/web/html5/html5lib/v2.61/modules/KalturaSupport/Client/KalturaClientHelper.php on line 65

I can not figure out what is the source of these errors.

2

Hello @benny_1,

Start by using a HTTP sniffer (you can just utilise the browser’s dev tools module) and tracking the failing API request. Look at the response headers and find the X-Kaltura-Session value. Then, in /opt/kaltura/log/kaltura_api_v3.log find the lines associated with this API request and see what has failed.
Also check /opt/kaltura/log/kaltura_apache_errors_*log and /opt/kaltura/log/kaltura_prod.log for erroneous patterns.

3

It is hard to “catch” the error in chrome dev tools since it does not happen very often.
Most of the times it is OK.

The kaltura_prod.log has nothing relevant and the api log does not seem to include anything that corresponds to the errors in kaltura_apache_erros.log like I have attached above.

4

I’ve managed to reproduce this timeout error using this URL:

http://myskalturaserver.com/p/100/sp/10000/embedIframeJs/uiconf_id/23448180/partner_id/100?autoembed=true&entry_id=0_gjdh755i&playerId=kaltura_player_1559129993&cache_st=1559129993&width=560&height=395&flashvars[streamerType]=auto&flashvars[ks]=MGQ5YmVlMDNdsgfdgdfgrOzs%3D&flashvars[liveAnalytics.plugin]=false&flashvars[liveAnalytics.relativeTo]=PlayerHolder&flashvars[liveAnalytics.position]=after&flashvars[liveAnalytics.loadingPolicy]=onDemand

It takes a long time (about 60 seconds) to get a response sometimes.

Where is the bottle neck?
I do not see anything using much resources on the server when this query is running.