{"id":144045,"date":"2015-10-28T17:01:55","date_gmt":"2015-10-28T15:01:55","guid":{"rendered":"http:\/\/mybroadband.co.za\/news\/?p=144045"},"modified":"2015-10-28T17:04:44","modified_gmt":"2015-10-28T15:04:44","slug":"showmax-not-working-right-this-is-how-to-report-problems","status":"publish","type":"post","link":"https:\/\/mybroadband.co.za\/news\/broadcasting\/144045-showmax-not-working-right-this-is-how-to-report-problems.html","title":{"rendered":"ShowMax not working right? This is how to report problems"},"content":{"rendered":"<p>ShowMax has released a set of instructions for reporting issues with its video streaming service, which it says will help it find and fix problems.<\/p>\n<p>\u201cThe challenge is that with so many permutations of software, hardware, and connectivity, diagnosing streaming issues can be a bit of a nightmare,\u201d <strong><a href=\"http:\/\/blog.showmax.com\/2015\/10\/killing-off-spinning-wheel-of-buffering.html\" target=\"_blank\">said ShowMax CTO Mike Raath<\/a><\/strong>.<\/p>\n<p>\u201cThe more information we have, the more likely we can isolate the cause, and this is where we could use your help.\u201d<\/p>\n<p>Those experiencing problems with the service should send an e-mail to support@showmax.com, with the following information:<\/p>\n<ul>\n<li>Date and time of the problem<\/li>\n<li>Brief description of the problem<\/li>\n<li>Type of device you\u2019re watching on and what software versions you\u2019re using<\/li>\n<li>Your public IP address<\/li>\n<\/ul>\n<p>ShowMax asked for the results of the following commands to be included:<\/p>\n<ul>\n<li>Ping api.showmax.com<\/li>\n<li>Ping showmax.akamaized.net<\/li>\n<\/ul>\n<p>For the more IT savvy, ShowMax said they would\u00a0like the following information as well:<\/p>\n<ul>\n<li>Perform a traceroute from your computer to 197.80.130.8<\/li>\n<li>Perform a traceroute from your computer to fe01.za.showmax.cc<\/li>\n<li>Perform a traceroute from your computer to fe01.de.showmax.cc<\/li>\n<li>Try download <strong><a href=\"http:\/\/showmax.akamaized.net\/v\/ffe4d59e-1780-4820-8c49-c1db5433d2f4\/a0ec127e-ba6b-4ec8-9402-99ee0ea2fc35.wvm\">this video file<\/a><\/strong> and report the speed. You don\u2019t need to download the whole file, just wait about 30 seconds and report the average transfer speed.<\/li>\n<\/ul>\n<p>Those who know how to use\u00a0tools such as tcpdump or Wireshark can provide ShowMax with packet traces, which it said would also be helpful.<\/p>\n<p>ShowMax asked subscribers who use these tools to capture complete network traffic from the moment they hit play, to\u00a0about 3 minutes of media playback.<\/p>\n<p>You should list where in the dump to expect to find problems with notes, such as:<\/p>\n<ul>\n<li>10s after hitting Play picture froze for 3s<\/li>\n<li>Playback was resumed after 28s of buffering<\/li>\n<li>Playback stayed on fairly low profile<\/li>\n<\/ul>\n<p>\u201cThe last thing we want you to do is sit in silence (or leave) if the service isn\u2019t up to scratch.\u00a0Please do drop us a note &#8211; we\u2019d really appreciate your help.\u201d<\/p>\n<h3 id=\"related\">More ShowMax and VOD news<\/h3>\n<p><a href=\"http:\/\/mybroadband.co.za\/news\/broadcasting\/143342-netflix-vs-showmax-price-and-content-comparison.html\"><strong>Netflix vs ShowMax \u2013 price and content comparison<\/strong><\/a><\/p>\n<p><a href=\"http:\/\/mybroadband.co.za\/news\/broadcasting\/143280-showmax-gets-new-series-within-24-hours-of-premiere.html\"><strong>ShowMax gets new series within 24 hours of premiere<\/strong><\/a><\/p>\n<p><a href=\"http:\/\/mybroadband.co.za\/news\/broadcasting\/138380-showmax-launch-plans-for-chromecast-and-apple-tv.html\"><strong>ShowMax launch plans for Chromecast and Apple TV<\/strong><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>The chief technology officer for ShowMax has provided instructions on how to provide detailed fault reports.<\/p>\n","protected":false},"author":23,"featured_media":135724,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_sma_x_autopost_status":"idle","_sma_x_autopost_error":"","_sma_x_post_id":"","_sma_facebook_post_id":"","_sma_instagram_post_id":"","_sma_threads_post_id":"","_sma_x_attempts":0,"footnotes":""},"categories":[24],"tags":[36,32140],"class_list":["post-144045","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-broadcasting","tag-active","tag-showmax"],"_links":{"self":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts\/144045"}],"collection":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/users\/23"}],"replies":[{"embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/comments?post=144045"}],"version-history":[{"count":1,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts\/144045\/revisions"}],"predecessor-version":[{"id":144049,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts\/144045\/revisions\/144049"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/media\/135724"}],"wp:attachment":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/media?parent=144045"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/categories?post=144045"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/tags?post=144045"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}