29 Replies Latest reply: Dec 1, 2012 3:00 PM by tcaradonna RSS

    connection issues with WDLive

    davidstoll Newbie

      I have constant connectivity issues with the sling app on the Western Digital Live box.  I am using ethernet, not wireless.  Sling in a web browser is just fine.  I checked and my WDLive says I have the latest software (actually just updated a week or two ago).  I've seen in various places on the web people having a similar experience.  Is this something that can be fixed or is there some kind of bug?  All other streaming services on the WDLIve play content (including HD) very well.  I've tried "auto" and even tried the lowest bitrate setting, but it still disconnects after a couple of minutes, very consistantly.  In a web browser, I get excellent HD quality.

        • Re: connection issues with WDLive
          OvCollyer Apprentice

          Welcome to the club.

           

          Does it give any kind of message when it disconnects? Does it reconnect again automatically?

            • Re: connection issues with WDLive
              davidstoll Newbie

              It says the connection was lost and does not auto reconnect.

               

              I just click ok and then select the same unit again and it connects just fine.  At first I can get HD, but it keeps asking to downgrade the quality and then disconnects again...over and over.

               

              I've tried to reboot too, but this happened before the last update too.

                • Re: connection issues with WDLive
                  OvCollyer Apprentice

                  Hmm that sounds like a different issue to the one I've been having where it freezes the video but remains connected.

                   

                  Are you viewing locally or remotely?

                   

                  I read somewhere where some people were having some issues like this and the suggestion to fix was something to do with DHCP timeouts.

                   

                  Bottom line is the WD Slingplayer app is very fussy, and unfortunately Sling don't seem to want to respond to any of the issues being reported. I'd suggest also logging a ticket with WD, maybe that would have some effect of prodding someone into action.

                    • Re: connection issues with WDLive
                      davidstoll Newbie

                      remote viewing

                       

                      where do I go to make a ticket?

                        • Re: connection issues with WDLive
                          OvCollyer Apprentice

                          For Western Digital I used email support, from this page

                           

                          http://support.wdc.com/

                           

                          For Sling, I used their live chat but it was fairly useless and there was no real attempt to get to the root of my issue, I got the impression the person I spoke to wasn't knowledgeable enough, maybe working from a crib sheet or something.

                          • Re: connection issues with WDLive
                            Apprentice

                            Hello davidstoll,

                             

                            I'm sorry to hear you are having trouble viewing your Slingbox. After looking into your account, it is currently is showing that the Internet Viewing is not setup with your Slingbox. Please check out the following links for assistance with setting this up:

                             

                             

                            Hope this helps! Have a great day!

                             

                            Best Regards,

                              The Sling Moderation Team

                              • Re: connection issues with WDLive
                                davidstoll Newbie

                                Thanks for responding, but I'm not sure what "Internet Viewing is not setup with your Slingbox" means.  I can view my slingboxes over the internet just fine, so you must be referring to something else.  Can you inform me?

                                 

                                Thanks

                                  • Re: connection issues with WDLive
                                    Apprentice

                                    Hello davidstoll,

                                     

                                    I'm sorry for the confusion. With the Slingbox you can set it up to view at the home location and at a remote location. In order to view it outside the home, the Internet Viewing option must be setup. In the previous post, I have a provided links explaining the Internet Viewing setup and it also walks you through the steps of doing so.

                                     

                                    Thank you,

                                      The Sling Moderation Team

                                      • Re: connection issues with WDLive
                                        davidstoll Newbie

                                        Again, I can view my slingbox when I am away from home, so I believe it is setup correctly.

                                         

                                        I guess I'm still confused.  Wouldn't it simply not work at all remotely if it was not setup to do so?

                                          • Re: connection issues with WDLive
                                            Apprentice

                                            Hello davidstoll,

                                             

                                            Thank you for the prompt response. I double checked your account and it does show that it failed when setting up the Internet Viewing. When you go through setup for Internet Viewing and it tests it to make sure it is setup, do you get a message that says "Incomplete" or "Internet Viewing is setup"? Even when it shows that it's "Incomplete" it will still allow you to view it but you will run into certain issues when trying to do so. Is there a way you can go back through the Internet Viewing setup to see what it is showing?

                                             

                                            Thank you,

                                              The Sling Moderation Team

                                              • Re: connection issues with WDLive
                                                davidstoll Newbie

                                                I went through the process again and it says internet viewing is setup sucessfully.

                                                 

                                                I do remember doing this when I first set up.

                                                  • Re: connection issues with WDLive
                                                    Apprentice

                                                    Hello davidstoll,

                                                     

                                                    After receiving your response and checking your account again, it now shows that Internet Viewing has passed. Have you since tested viewing the Slingbox again in a remote location after going back through the configuration?

                                                     

                                                    Thank you,

                                                      The Sling Moderation Team

                                                      • Re: connection issues with WDLive
                                                        davidstoll Newbie

                                                        I am still getting "connection lost" after a few minutes.

                                                          • Re: connection issues with WDLive
                                                            tcaradonna Novice

                                                            "Internet viewing" in setup refers to the ability to watch slingbox using a specific kind of connection.  What kind of slingbox do you have?  New 350/500 or older one?  If it's an older one you must have port 5001 forwarded to your slingbox in order to watch via any method other than the webplayer.  (Webplayer always works because it uses an alternate method.)  If you have a 350/500 it will use 5201 instead.  You can confirm if that port is open on your network by going to the following website:

                                                            http://www.canyouseeme.org/

                                                             

                                                            If the port returns as closed you probably have to manually setup port forwarding on your firewall to direct internet traffic for 5001 to your slingbox ip.

                                                              • Re: connection issues with WDLive
                                                                davidstoll Newbie

                                                                My router has UPNP, so port 5001 gets auto configured.

                                                                 

                                                                I actually have 2 sling units.  One is an original and the other is a "Pro-HD" and is the one I am having trouble with.

                                                                 

                                                                They are at 2 different locations.

                                                                  • Re: connection issues with WDLive
                                                                    OvCollyer Apprentice

                                                                    Can you press the red button on the WD remote just after you connect, and firstly confirm it says 'tcpWAN' as the connection type, but also maybe this will give some clues as to the lead up to the disconnection, I.e. does the bitrate drop suddenly, or does it disconnect when the stream is apparently still being received?

                                                                     

                                                                    Maybe that will help Sling or someone technical should they see this thread (we can dream)....

                                                                      • Re: connection issues with WDLive
                                                                        davidstoll Newbie

                                                                        The connection type says "relay".

                                                                         

                                                                        Watching this screen, sometimes it chews throught the buffer (i.e. 0 seconds) and freezes for a couple of seconds and then recovers, but sometimes it doesn't recover and that's when I get a "connection lost".  Nothing regarding the bandwidth seems strange to me.  Yes, it fluctuats slightly, but it seems to depend on the necessary bitrate for the action on the screen.

                                                                         

                                                                        Again, I don't seem to have this issue with a web browser.

                                                                          • Re: connection issues with WDLive
                                                                            OvCollyer Apprentice

                                                                            Relay is likely your problem.

                                                                             

                                                                            For the WDTV there are two connection types:

                                                                             

                                                                            TCP - optimum connection direct to your Slingbox

                                                                            Relay - backup method connecting via Sling servers

                                                                             

                                                                            For the web player there are three:

                                                                             

                                                                            TCP - as above

                                                                            SNATT - still a good method chosen if TCP not available

                                                                            Relay - as above

                                                                             

                                                                            It seems TCP port forwarding isn't working - this would explain why WDTV connects using the poorer Relay type but the web player is still able to get a decent stream using SNATT.

                                                                             

                                                                            Search the forums/support documents for setting up port forwarding or 'Internet Viewing' as it is sometimes termed.

                                                                             

                                                                            EDIT: just re-read the thread and seen you've been through this already - so the fact the WDTV is using Relay doesn't really make sense. Maybe try a manual port forward instead of using UPnP?

                                                                              • Re: connection issues with WDLive
                                                                                andrermf Newbie

                                                                                Ovcoyller I'm having a different issue:

                                                                                 

                                                                                I can watch my SB500 Remotely anytime on the webplayer but with the WDTV what happens is this. It's starts freezing 2 or 3 times. After that I can no longer connect to the SB500. I can find it in the WDTV directory stating REMOTE; AVAILABLE but when I connect it says START STREAMING and finally it says can't connect after 10 seconds (ERROR 1003)


                                                                                Then I do a Hard reset of the SB500 and I can connect and watch it over the WDTV again. It's freezes 2 or 3 times and I can't watch it anymore . I have to do a hard reset again of the SB500. Now Imagine me calling the family to make an hard reset of the SB500 and install the firmware etc etc.

                                                                                 

                                                                                Any clue of what can be happening?


                                                                                Cheers

                                                                                  • Re: connection issues with WDLive
                                                                                    OvCollyer Apprentice

                                                                                    Hmm I've not seen that behaviour myself - what happens if you leave it for a few minutes instead of hard resetting? Just wonder if the 500 is rebooting itself after crashing or something.

                                                                                     

                                                                                    Is your connection type showing up as tcpWAN or Relay? Press the red button on the WDTV when streaming.

                                                                                      • Re: connection issues with WDLive
                                                                                        andrermf Newbie

                                                                                        I've left for a few minutes already like yesterday night for example. It doesn't work, It's TCPWan .

                                                                                          • Re: connection issues with WDLive
                                                                                            OvCollyer Apprentice

                                                                                            Hmmm, I don't know then.

                                                                                             

                                                                                            Does this happen on any stream quality, or just the highest?

                                                                                             

                                                                                            Pretty awful if simply using your WDTV Slingplayer means you need to hard reset the Slingbox in order to use it again.

                                                                                              • Re: connection issues with WDLive
                                                                                                andrermf Newbie

                                                                                                Well after I get a "can connect to the slingbox" I still can connect through the webplayer. I just need to do a hard reset of the slingbox if I want to watch it again in the WDTV. It's weird.

                                                                                                 

                                                                                                With the other types of quality I don't  know but happens a bit like to you. HD 5-15minutes and freezes, BETTER a little bit more time but freezes too. When I restart for the 3 4th or 5th time then I get the message that can't connect anymore.

                                                                                                 

                                                                                                Le'ts hope the next firmware updates solve something. When you try the sony google tv or visio let us know.

                                                                                                  • Re: connection issues with WDLive
                                                                                                    OvCollyer Apprentice

                                                                                                    Assume you've tried rebooting the WDTV itself after you've received the 'cannot connect' error?

                                                                                                     

                                                                                                    I expect to have my hands on the Sony or Vizio in two weeks when I'm next in London, which I will then bring back here to Istanbul - so I should be able to be able to report back with my findings shortly after (maybe 15th/16th/17th December) which will hopefully help these experiencing the freezing issue and are looking for a viable alternative - if it works!

                                                                                                      • Re: connection issues with WDLive
                                                                                                        andrermf Newbie

                                                                                                        I've done that but I'll do it again just in case.

                                                                                                         

                                                                                                        I've google for Vizio+slingplayer and the Snoy NSZ with slingplayer but didn't find nothing.

                                                                                                         

                                                                                                        Yesterday I finally tried the slingcatcher and indeed asks for the password of the slingbox ( strange). Slingcatcher is very stable. Indeed a good project. I think that Slingbox 500 can work as a catcher in the future. It has slingprojector my media etc..everything like the catcher. let's wait and see.

                                                                                                        Date: Thu, 29 Nov 2012 03:03:05 -0800

                                                                                                        From: answers@slingmedia.com

                                                                                                        To: andrermf@hotmail.com

                                                                                                        Subject: Re: - connection issues with WDLive

                                                                                                                                                                                        Slingbox Answers Forum

                                                                                                                                                 

                                                                                                         

                                                                                                                                            

                                                                                                                                            

                                                                                                                                                 

                                                                                                            connection issues with WDLive

                                                                                                         

                                                                                                         

                                                                                                            reply from OvCollyer in General Questions - View the full discussion

                                                                                                         

                                                                                                         

                                                                                                         

                                                                                                        Assume you've tried rebooting the WDTV itself after you've received the 'cannot connect' error? I expect to have my hands on the Sony or Vizio in two weeks when I'm next in London, which I will then bring back here to Istanbul - so I should be able to be able to report back with my findings shortly after (maybe 15th/16th/17th December) which will hopefully help these experiencing the freezing issue and are looking for a viable alternative.

                                                                                                         

                                                                                                         

                                                                                                             Reply to this message by replying to this email -or- go to the message on Slingbox Answers Forum

                                                                                                             Start a new discussion in General Questions at Slingbox Answers Forum

                                                                                                          • Re: connection issues with WDLive
                                                                                                            tcaradonna Novice

                                                                                                            Agree with above suggestion about port forwarding.

                                                                                                             

                                                                                                            Check it manually on the firewall.  Relay is a safety net for tcp when not working.  You can prove it as I indicated before by checking if the port is open from various websites.

                                                                                                              • Re: connection issues with WDLive
                                                                                                                andrermf Newbie

                                                                                                                Thanks Tcaradonna. Will test the port and let you know. I've reboot the WDTV and still can't connect. THis slingplayer flash app it's a mess

                                                                                                                Date: Thu, 29 Nov 2012 05:54:52 -0800

                                                                                                                From: answers@slingmedia.com

                                                                                                                To: andrermf@hotmail.com

                                                                                                                Subject: Re: - connection issues with WDLive

                                                                                                                                                                                                Slingbox Answers Forum

                                                                                                                                                         

                                                                                                                 

                                                                                                                                                    

                                                                                                                                                    

                                                                                                                                                         

                                                                                                                    connection issues with WDLive

                                                                                                                 

                                                                                                                 

                                                                                                                    reply from tcaradonna in General Questions - View the full discussion

                                                                                                                 

                                                                                                                 

                                                                                                                 

                                                                                                                Agree with above suggestion about port forwarding.  Check it manually on the firewall.  Relay is a safety net for tcp when not working.  You can prove it as I indicated before by checking if the port is open from various websites.

                                                                                                                 

                                                                                                                 

                                                                                                                     Reply to this message by replying to this email -or- go to the message on Slingbox Answers Forum

                                                                                                                     Start a new discussion in General Questions at Slingbox Answers Forum

                                                              • Re: connection issues with WDLive
                                                                davidstoll Newbie

                                                                It appears...knock on wood, that tcpWAN is now the connection and appears to have made a huge difference.

                                                                 

                                                                The thing that confused me is my router has uPnP and auto opened that port...it's open.  But manually forwarding the port on top of that ensured it was working properly.

                                                                 

                                                                Will let you know if anything changes.

                                                                 

                                                                Thank you so much for your help.