Live stream issues

Wes_Hmel
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Wes_Hmel 1/15/2018 2:06pm
1/15/2018 2:06pm Edited Date/Time 1/15/2018 2:07pm
Just did it too. Now i'm whating for an answer from them... 145€ for not hé able to see the races in live not even the replays and spending my Time eamiling cleeng and supercrosslive for a service that they owe us drive me crazy...
hamncheeze
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hamncheeze 1/15/2018 10:05pm
1/15/2018 10:05pm
I have also used the contact form from Supercrosslive.com

Here is my message if anyone else wants to cut and paste:

Hi, just want to let you know that most of the international viewers on the PPV live stream had problems with choppy images for the Houston race. Many of us have messaged Cleeng customer support who were quick to say they have no problems and that the problem is on the user end, but again many users were having problems so I do not believe it to be user specific. Even going back and replaying the archived race the feed is still choppy.

Can Supercross Live please work with Cleeng to ensure we get a quality stream. I am very happy to have the live streaming enabled to Canada, however the price we are paying is a premium price (compared to similar events such as NBC Sports Gold package for the Lucas Oil Pro Motocross series), so the subscribers expect a premium service.
Markturbo 1/19/2018 4:49am
1/19/2018 4:49am
They are refunding my money!

I actually did not want a full refund and I wanted to give it another go before cancelling. I may buy the package again to give it one more try as A1 worked perfect, was hoping that race 2 was just an exception.

Here's there response:

"Hi,

Thanks for waiting. Although we weren't able to replicate the issue, we've now refunded your purchase as a sign of goodwill. You should be able to see it reflected on your bank statement within three business days.
Please note that your access to SupercrossLIVE has also been terminated.

If there is anything else I can help you with please don’t hesitate to ask.

Kind Regards

Cleeng Customer Success Team"





Sheriff245 1/19/2018 7:53am
1/19/2018 7:53am
Markturbo wrote:
They are refunding my money! I actually did not want a full refund and I wanted to give it another go before cancelling. I may buy...
They are refunding my money!

I actually did not want a full refund and I wanted to give it another go before cancelling. I may buy the package again to give it one more try as A1 worked perfect, was hoping that race 2 was just an exception.

Here's there response:

"Hi,

Thanks for waiting. Although we weren't able to replicate the issue, we've now refunded your purchase as a sign of goodwill. You should be able to see it reflected on your bank statement within three business days.
Please note that your access to SupercrossLIVE has also been terminated.

If there is anything else I can help you with please don’t hesitate to ask.

Kind Regards

Cleeng Customer Success Team"





Got the same response this morning. I replied by asking if they even tried to replicate. All they had to do was to watch the archived video from the last race...

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chillrich
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chillrich 1/19/2018 7:57am
1/19/2018 7:57am
Good for you Mark. I hope they get the steam sorted out.
I emailed and asked if the stream quality issue has been addresed
mx617
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mx617 1/19/2018 8:00am
1/19/2018 8:00am
Geez Istill haven't heard back from them...
hamncheeze
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hamncheeze 1/19/2018 9:38am
1/19/2018 9:38am
Yes I don't know WTF is going at Cleeng. I just asked them to ensure that the package worked as advertised and I got an e-mail last night saying my account has been refunded. I never asked them to refund me.

I'm seriously considering YouTube TV via VPN at this point, if I can sort out the payment issues.

Unreal.

From Cleeng:


Hi,

Thanks for waiting. Although we weren't able to replicate the issue, we've now refunded your purchase as a sign of goodwill. You should be able to see it reflected on your bank statement within three business days.
Please note that your access to SupercrossLIVE has also been terminated.

If there is anything else I can help you with please don’t hesitate to ask.

Kind Regards

Cleeng Customer Success Team
hamncheeze
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hamncheeze 1/19/2018 9:46am
1/19/2018 9:46am
And it appears I can still access the VOD with my account. The Houston race has been re-uploaded with a better stream by the looks of it. Quality is not 1080p but there is no judder or choppiness. I have no idea if my account will work tomorrow or if I am truly shut off. What a joke.

Honestly, Feld should be embarrassed to have a company as inept as Cleeng providing their service.
greenmx5
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greenmx5 1/19/2018 9:52am
1/19/2018 9:52am
What's strange to me is that A1 ran flawless. I kept practice and qualifying streaming on the TV literally all afternoon and didn't have one problem. I hopped on about 3 times and watched for about 5 minutes or so each time last weekend and couldn't take it. Hopefully A2 runs like A1.
hamncheeze
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hamncheeze 1/19/2018 9:58am
1/19/2018 9:58am
greenmx5 wrote:
What's strange to me is that A1 ran flawless. I kept practice and qualifying streaming on the TV literally all afternoon and didn't have one problem...
What's strange to me is that A1 ran flawless. I kept practice and qualifying streaming on the TV literally all afternoon and didn't have one problem. I hopped on about 3 times and watched for about 5 minutes or so each time last weekend and couldn't take it. Hopefully A2 runs like A1.
Yes I had zero problems with A1. There was obviously some technical issues with Houston, which they have resolved in the latest upload on the VOD. I have now contacted Cleeng customer support asking them not to cancel my account. What a total crapshow. They must get so many complaints their first knee-jerk reaction is just to refund people. Most of the support topics on their help page involve the word "refund".
Markturbo 1/19/2018 3:02pm
1/19/2018 3:02pm
New reply

"Yes your access has now been cancelled. We refunded your purchase because we weren't able to replicate your issue and your satisfaction means a lot to us. Our support team monitored the whole race and we didn't experience any issues with the stream.

I highly suggest for you to purchase the individual event for the upcoming race first and see if you will experience the same issue.

If there is anything else I can help you with please don’t hesitate to ask.

Kind Regards

Nathalie
Cleeng Customer Success Team"



hamncheeze
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hamncheeze 1/19/2018 5:48pm
1/19/2018 5:48pm
Hey Markturbo before you purchase test your account. Mine is still working to access VOD.
Bnagazina 1/20/2018 12:55am
1/20/2018 12:55am
Live stream is shit for me as well. I haven’t been able to watch one race yet of any quality, live or replay. I asked for a full refund on the year pass.
aees
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aees 1/20/2018 1:29am
1/20/2018 1:29am
It works for me now, i think they re-encoded the stream. They have also switched player on the website, it is no longer the "Livestream" player that is used, but the HTML5 player built into chrome.

Got an extended support email from another person within Cleng now, asking me more in detail to describe the problem, what devices im using etc.
aees
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aees 1/20/2018 1:45am
1/20/2018 1:45am Edited Date/Time 1/20/2018 1:45am
Also noticed that Houston is only available in 720p, and not 1080p. Sent a long email to the "engineer" i got in contact with:

----------------------
It seems now you have re-encoded the stream, since now it works but it is only available in 720p resolution, and not 1080p. Anaheim 1 is in 1080p, Houston is only available in 720p. When it was not working, it was 1080p.

Will you make Anaheim 2 available in 1080p? 720p is not good enough on a big screen TV...!

The problem was that the stream was going in slow motions almost. Like you had problem when it was encoded. Instead of flowing naturally it looked like ~15fps (frames per second) was used instead of 24, 30 or 60. This is not a problem of the resolution, but frame rate, or some other encoding issue that appears like low frame rate.

Anaheim 1 stream looked good though, on all my devices. I talked to other people and they say the live stream had the same issue as the On-demand stream i was looking at.

I tested with the following devices:
1. Laptop Dell E7440 Intel i5 with Windows 10, 8Gb RAM. Chrome browser version 63.0.3239.132, 64bit. Fiber 100Mbit connection
2. Samsung S2 8.0 Android Tablet, Chrome browser (latest). Wifi 5Ghz towards my 100Mbit Fiber connection
3. Sony mobile phone Z5C, Android 7.1. Tested both on Wifi (fiber 100Mbit) and 4G.

I also noticed that you switched of the Livestream (Adobe Flash?) player that the browser used before and instead use an HTML5 video player. Maybe that helped or if im getting other Adaptive streaming segments from your server.

So i really hope it will work this weekend, and i really hope you make it available in 1080p. Otherwise it looks poor on 46" TV.
----------------------
Marcello10
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Marcello10 1/20/2018 11:36am
1/20/2018 11:36am
The chromecast icon doesn’t show up anymore on the bottom right of my stream, is it the same for you? I can’t directly stream the race anymore because of that
mx_phreek 1/20/2018 12:10pm
1/20/2018 12:10pm
Marcello10 wrote:
The chromecast icon doesn’t show up anymore on the bottom right of my stream, is it the same for you? I can’t directly stream the race...
The chromecast icon doesn’t show up anymore on the bottom right of my stream, is it the same for you? I can’t directly stream the race anymore because of that
Yea its gone now, sucks
Markturbo 1/20/2018 12:11pm
1/20/2018 12:11pm
Since they changed the player I can now watch from my Xbox One. Previously when it used Flash it would not work as Xbox Edge does not support Flash.

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tprice07
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tprice07 1/20/2018 12:12pm
1/20/2018 12:12pm
Why is this stream so impossible to figure out!
RandyS
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RandyS 1/20/2018 12:16pm
1/20/2018 12:16pm
My sound went to shit about 2 minutes ago, anyone else?
philG
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philG 1/20/2018 12:16pm
1/20/2018 12:16pm
anyone else got shit sound quality
WCRider
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WCRider 1/20/2018 12:17pm
1/20/2018 12:17pm
Alien's yo
SMX_boy226 1/20/2018 12:17pm
1/20/2018 12:17pm
philG wrote:
anyone else got shit sound quality
yes
Yaya
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Yaya 1/20/2018 12:18pm
1/20/2018 12:18pm
RandyS wrote:
My sound went to shit about 2 minutes ago, anyone else?
Same here. Had to just put them on mute. Is your feed zoomed in also?
crusty_xx 1/20/2018 12:18pm
1/20/2018 12:18pm
They should just contract some 12 year old Call of Duty player to set up that stream
I don't really care about it since I only get to watch RDL very rarely and it's free - but really it can't be that hard
AzTrooper
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AzTrooper 1/20/2018 12:19pm
1/20/2018 12:19pm
It sounds like the Predator
goinrcn44h
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goinrcn44h 1/20/2018 12:21pm
1/20/2018 12:21pm
Mute and live timing on my phone.. audio is horrendous
wfo4ever
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wfo4ever 1/20/2018 12:26pm
1/20/2018 12:26pm
It is 2018, but of course Supercross is still in the 70's as far as streaming quality for Supercrosslive. I have had many issues trying to watch this since the 1st race at A1. There is only a little over 11,000 people watching watching this stream so I doubt it is because of such a huge volume of traffic. Anybody know a way to get this show to stream like any other show in 2018?
chillrich
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chillrich 1/20/2018 12:27pm
1/20/2018 12:27pm
Same crap audio here. Time to send an email
chillrich
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chillrich 1/20/2018 12:36pm
1/20/2018 12:36pm
It's working now...Awesome

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