PlayOn Troubleshooting

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It appears several of you have successfully used PlayOn with Stephen having the greatest use.
My PlayOn is not working as it should so far.
I set off-peak recording for the hours of 3:15 AM until 5:45 PM. My LNFZ is from 3:00 AM until 6:00 AM. Here is a screen shot of this setting.


From looking at Glasswire this morning, PlayOn downloads occurred from 6:15 AM until 8:45 AM. This is a three hour time shift. None of this data was in the LNFZ and my account was charged more than a GB because of this. Here is a Glasswire screen shot.



Also, what ever was downloaded was not recorded either. Since I was not on my PC from 6:15 AM until 8:45 AM, I will never know. It might have been a movie but nobody was watching.

Additionally here is a screen shot of my PlayOn recordings history.




I successfully recorded "Kill Bill 2" on July 8 during the correct time slot.
I unsuccessfully tried to record 2 other movies on July 9.
An attempt by PlayOn was made at 3:15 this morning to record "Star Wars" but it also failed.
But as Glasswire shows, PlayOn did download 1.2 GB starting at 6:15 AM, but did not record it. The size of the download makes me think "Star Wars" was playing on my pc then and no one was watching.

What is going on here? Any and all comments are welcomed.
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M.E.M.

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Posted 4 months ago

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VeteranSatUser, Champion

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Do you have the right time zone set for Playon?
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M.E.M.

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I have not been able to locate a PlayOn time zone setting. Where is it?
My pc clock is correct and I thought PlayOn used it.
Thanks.
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VeteranSatUser, Champion

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I think I am getting confused with the Roku which does have a time zone setting.

Make sure the right time zone is set on your PC. But a quick fix would he just push your time to record up to 3 hours, so it starts at 3.

Now, as far as downloading failing, I had one fail last night. I believe it was because my internet speed dropped below a minimum threshold. They recommend 3Mbps for it to work well. While you should see that at least at 3am, no guarantee you will see that at 8pm at night!
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Update:  There is no time setting on PlayOn.  The last few nights when I ran tests I was getting good speeds on it. Tonight, speeds are in the tank.  So no recording right now. 


I have an Amazon show I have not been able to successfully download now.  Speculation is it is more a problem with the show on Amazon vs. my connection (when my testing shows Viasat is running fast enough).

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M.E.M.

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I called Netflix Customer Support to see what I could find out about my problems.
Netflix told me they never heard of PlayOn, which is surprising since PlayOn has quite an elaborate Netflix interface. Thus, Netflix could not help.

I cannot find a telephone number for PlayOn so I sent them an email request yesterday but have not heard back yet. PlayOn tech support seems to be in Denmark, with US offices in NYC and Seattle.

I am not up at 3:00 am so I do not know what d/l speeds are occurring then. Has any PlayOn user had their recording abort because Viasat's d/l speeds dropped below a certain level? Some of you have talked about jitter, which my modem page does not measure. Could jitter be affecting this?

VetSatUser...I think you said you have had no problems using PlayOn with Amazon, which adds another variable.

Stephen and others who have had success with PlayOn recording Netflix during the LNFZ......Have you had aborted recordings? Also, have you had recorded d/l's occur at times not specified in your "Off Peak" dialog box?

Thanks.
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Stephen Rice, Champion

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Occasionally the recordings will abort if there is a problem with your connection. You simply have to set the software to retry the downloads, one at a time.

I've never had an issue with Playon recording outside of the times I set. You have to just email Playon and wait for their response.

I wouldn't recommend contacting Netflix. You really should not tell them you are capturing their video content.
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VeteranSatUser, Champion

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Netflix actually allows the downloading of remote content for offline viewing now. Now granted, it is not the same as captured video.

Jitter shouldn't be an issue MEM. Jittter comes into play with real-time two way video (such as Skype).

Run a test under your PlayOn settings to measure your connection. See what that looks like.
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VeteranSatUser, Champion

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M.E.M. tested the Playon timer. It is three hours off for me too. No idea why.

I too am having trouble recording anazon now. Worked good for two days now fails with everything. Joy.
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Brad, Viasat Employee

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that's not good news if you're trying to get The Grand Tour. I haven't had much experience with PlayOn so I've been following this thread with interest 
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Stephen Rice, Champion

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Like I said, Amazon video is hit or miss with Playon. For me it isn't worth the headache.
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M.E.M.

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Stephen Rice,

I have not been able to use PlayOn with Netflix either. And so far it has cost me 1.2 gb of data that never should have occurred outside of the LNFZ. And this data was lost forever as it was not recorded anywhere.

You and VeteranSatUser have had trouble with using PlayOn with Amazon.

What's up?
We bought PlayOn due to your glowing recommendations.

ps. I still have no answer from PlayOn Tech Support on getting my PlayOn to work and Netflix told me they never heard of them.
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Stephen Rice, Champion

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I'm not trying to be a jerk or anything, I'm just saying it has worked great for me.

If tech support hasn't gotten back with you, I would go on their community page and see if you can get help.

https://support.playon.tv/hc/en-us/co...

If no one can help you, I wouldn't blame you if you looked into getting a refund. I really would suggest trying to get your issue resolved first though. It really is a great product.

To be fair, I haven't downloaded anything with it in a few months. I canceled my Netflix subscription a few months back and haven't used playon to capture anything since then. Perhaps they have a bigger issue going on right now. Still, I think it would be best to reach out to their community page if tech support hasn't contacted you yet.
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M.E.M.

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I don't give up easily. I will eventually get it to work for me.
And I do not think you are a jerk. I was just yanking your chain the way you do to others.
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No worries. I just hate to see you having trouble with a product that I've recommended for so long.

I had trouble recording the free video sites with it and occasionally had problems with Amazon. Netflix always seemed to work great.

I'm really curious about the time scheduling issue. I'm tempted to subscribe to Netflix again just to see what happens when I try it.
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VeteranSatUser, Champion

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You could always get a trial to Hulu and watch the Handmaidens Tail.

I did some research at lunch with Amazon and Playon. From time to time there have been issues. Playon issues a little fix and things work again.

I have not tested Netflix or researched it. I don't really want to test Netflix at home for fear of messing with my existing Netflix setup. I could install Playon on my laptop and test it on the road. Maybe this weekend.
(Edited)
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VeteranSatUser, Champion

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Update: Have worked half the night with Playon support. No solution yet but still testing.

M.E.M. are you getting recording to start at all?
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M.E.M.

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VeterinSatUser,
PlayOn tech support sent me a file called visible.mmt to download and move to the PlayOn Programs Files location. They said then try again, which I did.
PlayOn responded with the error message "Title not Found" when I tried to record "Kill Bill Vol 1"
So I went to Netflix directly and tried to start this movie and there was no trouble watching it in real time from Netflix.
I am about to notify PlayOn with my findings.
I have not even brought up the time shifting issue with PlayOn yet because I don't want to confuse or overwhelm them.
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All that visible file does is show you on your screen what Playon sees. The fact you can't even find the video through Playon shows it is an interface issue between Playon and Netflix.
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M.E.M.

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Those are also my thoughts.
Glasswire has indicated to me that the PlayOn server has been receiving daily updates of about 10 mb.
So I surmise that the app worked when I bought it because I was able to record one movie on day 1. Then their updates had bugs in it.
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Sophie Mae

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I have issues using PlayOn on my Win 7 machine to record anything, especially PBS shows. Tech support tried to help me out, but it just didn't pan out. My problem was with the audio and video being out of sync. I suspect it's my PC.

I don't regret buying the software, and here's why:

I wound up  using PlayOn cloud on my phone... I bought a 10 dollar package of recordings (40 recordings, IIRC). I selected a bunch of movies/shows to record from PBS, HBO Go, Showtime, and Amazon Prime... they recorded in the cloud using their hardware. I then downloaded the recordings onto my phone while it was on WI-FI - but I also have the option to download using my PC, as I receive an email for each recording as it completes.

For those recordings I download to my phone: I move them over to the PC into the PlayOn folder. PlayOn then acts as my video server. :-)

Works like a charm, and I can use my Roku to watch these recordings on any of my TVs in the house.
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I could download for two days!

They also had me clean the cache file, that didnt work either.

I thought maybe Viasat was running too slow for it to work. Yesterday morning it was running at a whopping at under 500k. This morning it was running at 16Mbps+. How is that for consistency!

Regardless, the download failed in both instances.

I really like the product and when it works it works great, but I guess we could say the same for our internet....lol.
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M.E.M.

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If your download failed at 16Mbps, we can rule out Viasat as the main issue.
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Old Labs (VS1-329-L12FZ)

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Sophie Mae,

Thanks for the first hand feedback on the PlayOn Cloud option - I've been curious about that one.
(Edited)
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I have a friend who uses Playon Cloud and he loves it.  It is a bargain for downloading movies, but it can be very costly if you want to download a series as they charge per capture.

My apologies if it has already been mentioned, but Playon captures using Internet Explorer.  One thing you could do is make sure you have the latest version of IE installed.  Once installed, manually go to Netflix using IE to verify the movie starts.  Do the same thing for any other service you plan to capture video from.
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That's what the visible file does. You can see the recording start (if it starts).
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M.E.M.

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I am one day behind you.
PlayOn tech support told me today to delete the cache in Program Data and try again.
I did, but it did not solve the problem.
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Yeah. Nothing of their suggested fixes has worked yet! I mean I can see the stream and it is recording. Yet it randomly stops at some point while running.

The sad thing is it worked for two days with no issues!
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Well, they had me change my storage location and now it suddenly works again.

This is a weird product.  It works when it works, but VERY quirky. 

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M.E.M.

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VeteranSatUser,
PlayOn tech support has not gotten back to me with the next thing to try. The last thing was deleting the cache in Program Data.
What steps made your PlayOn to work? I should change the storage location from where to where?
Thanks.
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Try saving the file to your desktop.

But my situation is a little different. It sounds to me like Netflix isnt even working from the start.

Here is something maybe you could try. Login to Netflix on your computer, so it recognizes the device (www.netflix.com). Start a stream then for just a minute or so. See if that works. Then try via PlayOn.
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M.E.M.

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Curiously, Glasswire shows activity with the PlayOn sever since midnight. It shows 11.6 mb u/l and 3.5 mb d/l.
And my PlayOn server has been closed for a day and a half.
I have no idea what is taking place between PlayOn and my computer.
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Make sure cloud backups are turned off. Also access from a mobile device.
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M.E.M.

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I heard from PlayOn support and they want me to start all over and then send them troubleshooting information using the built in support button in their settings window.

In the meantime I tried a 19 second youtube video selected at random. It downloaded and recorded at 3:15 AM, just as it was supposed to.
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Yea. That's not going to work. Again, have you logged in and tried Netflix FROM your computer??? Not through Playon but through your browser.
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M.E.M.

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I never had a problem playing movies directly from Netflix in real time.
The problem seems to be the PlayOn Netflix interface, which only PlayOn can fix.
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VeteranSatUser, Champion

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Again. Is it ON the computer where you can watch Netflix, or another device. I am just trying to make sure.

Netflix registers devices. If you have too many devices loged into it for the Netflix plan you have, the log in will be rejected.
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M.E.M.

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Everything related is on my Windows 7 PC.
I opened my Netflix account from this same PC. I can watch Netflix on this PC with all my browsers. I downloaded PlayOn to this same PC. This PlayOn has been activated only for this same PC.
My Sharp Smart TV has a built in Netflix app but I have not activated it on this TV.
Some of the apps on my iPad have Netflix built in but I have not activated Netflix from my iPad.
The only device registered on Netflix is my PC.
Am I missing something?
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VeteranSatUser, Champion

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Nope. That is what I have been trying to ask and confirm. Today, can you open and watch Netflix on you mr PC.

So now, try this. Log into Netflix and completely log out. There is a procedure for unregistering a device with your Netflix account. Then, after doing that, try to log into Netflix via PlayOn and see if that works. Then, select a Netflix show through Playon. The try to record it. With the visible.mmt installed you should see video start to play on your computer screen when you go to the desktop.
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M.E.M.

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I think I understand what you have been getting at.
I logged off of Netflix from a browser.
Then I opened PlayOn.
Then I searched for a Netflix movie using the search routine within PlayOn.
Within PlayOn, I was asked for my Netflix credentials.
Then I clicked "Play" on that movie within PlayOn.
After about 45 seconds, the movie started within PlayOn.
So I then closed out the live streaming movie and clicked to record during my LNFZ.
I'll see what happens by tomorrow morning.
Thanks.

Is your PlayOn issue resolved including your time shift?
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VeteranSatUser, Champion

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My Playon appears to be working now. As far as the timer, if it continues to be off by three hours, just adjust your recording stop and start times. No big deal.