Why can't I see images or video on Facebook?

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I'm having issues, over maybe the last 10 days to two weeks, with images not loading on Facebook. Sometimes the first one or two images will load, but not the rest in the news feed. Other times no images will load at all. I have tried clearing the cache, updating video drivers, switching browsers, etc. but the problem persists. Also, just starting today, a new issue has cropped up with videos not playing on facebook. I have plenty of data left in my plan, so it's not over limit. The problem occurs at different times of the day. It's also occurring on two machines with two different modems. Neither of the modems are new. It's only with Facebook - other web sites are fine. This makes me think that it's an issue with Exede and the Facebook server. I see from online forums that others are experiencing this issue as well. Exede, please resolve this issue!
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SJ

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Posted 4 years ago

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Old Labs (VS1-329-L12FZ)

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Join the chorus of those experiencing this issue recently  by sending an email to exedelistens@viasat.com (see https://community.exede.com/exede/topics/why-am-i-havving-problems-with-getting-pictures-and-videos-...). Include your account and contact information but do not post it here since this is a public forum, and ViaSat can't correlate your account here with your actual Exede account since this forum is powered by a third party.

Apparently not all are experiencing this problem (I'm not but admittedly a light FaceBook user although I'm seeing a slight uptick in secure connection failures and FaceBook does rely on secure connections - hint to engineers). The more people that do that the sooner Viasat will be able to find the needle in the haystack.

Even then some of us recall a different problem last January and it was only with a sufficient number of us reporting it that it was narrowed down to the right haystack before locating the needle. In our case it turned out to be a problem with the Salt Lake City core node which we all shared  - be proactive for a timely fix or solution. Keep everything to a single thread here, include as much detail as possible (devoid of emotion) and you'll increase the chance for a light bulb going on with some engineer... one or more of them are likely lurking here to gain some insight on this (but they won't engage - the suits don't want engineers talking directly to customers). Focusing that information in a single thread will help them out.     
(Edited)
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SJ

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Thanks! :)
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Diana, Viasat Employee

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Hi SJ,   Old Labs is correct.  We have several customers at this time that is having an issue with Facebook.  Please send your account information  and describe your issue to exedelistens@viasat.com. Thanks so much
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Joyce Mileur

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I too can't see pics or vidoes on facebook. Can't wait for my contract to expire. Tech told me contract states 0 to 12 speeds. I will never have Excede again. Wasn't told this when I purchased Excede. Very dissatified customer. Plus cant login into my account.
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Old Labs (VS1-329-L12FZ)

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Joyce,

As noted above and for the reasons mentioned there, send an email to exedelistens@viasat.com if you haven't done so. Apparently the phone reps haven't gotten the memo yet.

The more people that do that the quicker they'll be able to identify the pattern and provide a fix/solution since not everyone is experiencing this.    
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Diana, Viasat Employee

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Hi Joyce,  I have spoken to several customers who are now able to view pictures and videos on Facebook.  Please send your account and contact information to exedelistens@viassat.com and we can do some troubleshooting if you are still unable to access FB. Thanks so much!
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Susan Jones Mott

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I'm having the same issue myself. I am a new exede customer as of 2 weeks ago. I have not been able to load images or videos on my Facebook page using Exede since it was installed. I have tried on different devices, using different browsers, and on different Facebook accounts with the same sad results. Noone at tech support has any suggestions as to why this is occuring, and they try to blame it on Facebook, however it works fine for me with any other internet provider. I have emailed exede listens last week, however the only response i have received to date was an automated response letter letting me know they had received my complaint. Hope they get this resolved quickly, because I use Facebook for business purposes as well as socially.
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Nicholas Wilson

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I have the same problem. Right now I can't see a single photo on Facebook, including my own. Earlier today it worked fine. This morning it worked fine.  This is typical of evening: either no photos at all, or only the photos at the top of the page when it loads, and scrolling down reveals empty boxes where photos should display. For comparison I went to Flickr.com and had no problem at all viewing images.  This has been going on for 2-3 weeks or longer, getting worse and worse. It seems to be the combination of Exede and Facebook's media server that is the problem. This is very frustrating for a photographer who has over 1000 images in Facebook albums.  I hear from many others in my locality who are having the same problem with Exede and Facebook photos and videos. Please get it fixed!
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Brad, Viasat Employee

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We're taking a somewhat different approach now. We'd like for customers to now call in directlyat 855-463-9333 and speak to our tier 2 tech support and be connected to our Network Operations team (aka NOC). They'd like to use a few customers with this problem to do some live troubleshooting so we can track what is causing this to happen. 
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Old Labs (VS1-329-L12FZ)

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Just a thought and doesn't really explain the seemingly sporadic nature being reported (if indeed that's the case), but if using the latest version of FireFox (43.0) - try turning off Tracking Protection under the FireFox Privacy Options or on a site by site basis, but explains why some other sites I visit weren't displaying images. 
(Edited)
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Brad, Viasat Employee

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That'd be interesting if this fixes those using Firefox. Unfortunately it seems really sporadic and on different browsers so it's a tricky problem to pin down. 
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Old Labs (VS1-329-L12FZ)

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See below... as we crossed paths like ships in the night ;)

P.S. It appears the FireFox folks have become a little to aggressive in implementing functionality that's logically equivalent to AdBlock... with flawed rules. 
(Edited)
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david, Champion

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The problem is real, seems to be on Exede's end and is intermittent. Sometimes it's there, sometimes not. We have two wireless connections, one to Exede and one to T mobile and you can switch back and forth by clicking on one or the other. When the Facebook pictures are not working we can click to the T mobile connection and they work, back to Exede and they don't.
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Old Labs (VS1-329-L12FZ)

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Not suggesting it's not real - sporadic is in reference to those explaining it as only occurring during peak periods. Never say never... anything's possible.

My guess an issue with the Accelenet Server your assigned to and the FaceBook content server(s) you hit to when going that route.

On T-Mobile you're going a different route/path and likely different FaceBook content server(s).

Sounds vaguely like the issue many of us encountered last January with the SLC Accelenet server.

Also suspect the different tactic being suggested by Brad is an attempt to catch it in the act... call the number he gave when it occurs with the emphasis on when.                  
(Edited)
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Brad, Viasat Employee

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Yep! Well more so our Network Operations Center team is trying to catch it in the act. But yeah they're wanting to have some live troubleshooting to pinpoint the exact issue unfortunately that's something I'm not able to do but I'm hoping they get a few examples and fix it.
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Old Labs (VS1-329-L12FZ)

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Good luck - some are trickier than others. I'm just not inclined to quickly point the finger of blame without exhausting my research   - but watch out when I do  - it's usually pointed in the right direction ;) 

P.S. Long ago and in a galaxy far far away, I recall a day when monochrome devices were the norm and then we discovered color and witches under the house.

After a three month period of following the bouncing ball back and forth between customer to phone support to engineer and then vice versa, I recall getting so frustrated with an issue that I simply picked up the phone and called the customer myself (despite it being against company policy for engineers to call customers directly). I explained to her that I wanted to walk through the issue over the phone with her and had her log in - the initial response she received on logging in included an audible, yet distinctive "boop-boop" tone indicating a color device was being used. I verified that with her; all along we had been chasing our tails in the wrong direction pursuing the wrong path - a fix was supplied within hours.

Naturally, the next day I was called into the Vice President's office along with my manager and the manager of "customer support" (I use that term lightly in her case) where the latter lambasted me for violating company policy.

After my explanation above, the VP turned to her and informed her that going forward he'd be making an exception for "Young Labs" going forward (at my discretion) and she should learn to deal with it. All for the lack of a simple question...  
(Edited)
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Chad Brown

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I am having this issue and I feel I might have a unique setup plus I am a certified installer so I have access to ESVT. I can vouch that around 5 local time Facebook dies across multiple platforms and devices accessed through the app. Also and what makes me unique is I am also having the problem with the new wifi modem router combo as well as the old modem .. I have also used a test tria off my shelf at the office .. Same problem..

I can also vouch that if I use cellular data the problem does not exist ..

Videos stop at 17 seconds , nearly everytime , and most pictures don't load ..
(Edited)
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Old Labs (VS1-329-L12FZ)

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Starting to sound increasingly similar to the issue faced by many of us last year starting around the holidays - although speeds are typically lower during the holidays. last year's issue was related to a modem firmware and associated changes being rolled out to support that firmware on the Accelenet servers. Turned out to be the Accelenet server change itself (Salt Lake City in our case). While some had the modem firmware change, their assigned Accelenet server had not been updated yet.

It may be associated with beams where the SpeedBooost option is now available (requires the new modem - but pretty sure they had to make some changes on the Accelenet servers which might impact even those without the new modem)   

Last year was further complicated by many unfamiliar with the normal holiday slowdowns who had no way to determine whether it was attributed to that change or not.

As an installer it's easy for you to determine whether you're experiencing a high percentage of pack loss; as well as the beam, gateway and Accelenet server (core node) you're on.

For others however, you may want to determine those for yourself:


  1. Determine if you're on a beam that offers the SpeedBoost option buy going to www.exede.com and entering your ZIP Code.
  2. When you experience the problem, check to see if you're also experiencing a high percentage of packet loss or other related issue by going to your modem status page and checking the Client-Side Proxy Statistics appearing at the the bottom of http://192.168.100.1/?page=modemStatus
  3. Try to determine what beam and gateway you're on using the map found at http://www.northlc.com/_images/beam_priority_map.png
  4. Determining your Accelenet server is trickier and requires using the tracert utility that can be found on most operating systems (sometimes also built into your router). For example, under Windows and from a command prompt:
  • Enter tracert facebook.com
  • Disregard both the slow speed and timeouts (many times they simply indicate the node in the hop doesn't support the necessary protocols used by tracert - your simply interested in the route itself.
  • The 5th or sixth hop is typically the Accelenet server you're assigned to and deciphering it appears to require some knowledge or lookup of airport codes. For example, my sixth hop is slc-edge-11.inet.qwest.net indicating my Accelenet server is Salt Lake City.
As noted, last years issue was only hitting those of us on the Salt Lake City node, and was identified after a group of us raised a coordinate ruckus and once narrowed down it took some time for it to be fixed.
         
P.S. Once you've determined all that information it's a good idea to put it in your user profile here in case it's ever needed again - see mine by clicking on that white-faced dog above.   


 
(Edited)
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Chad Brown

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And I do have a large amount of packets being dropped
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Chad Brown

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Still a problem anyone else?
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Steve Frederick-VS1/Beam314, Champion

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I am not having any problems with Facebook
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Whispering Squash

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About 20% of the time, when I use Facebook's Paper app, it won't load photos or videos. Happens at peak and off peak times.
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BRIAN ROSARITO

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I have been having this same problem with Exede for several weeks with no solution from Exede.  I have also reported the problem to facebook with no results.  I have tried different browsers, rebooted computers, routers, etc and still the same.  If I switch to another internet service (for example from my iphone) then the pictures come through.  Here is the video I made to show the problem and have forwarded it to both Exede and Facebook.  Anyone out there have a solution?   https://youtu.be/6dxZwRUPlco
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Debra

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I am new to Exede.  Facebook images and videos will not load. Can switch to ATT hotspot and Facebook images load just fine. I have emailed as directed in another post that was closed to report the problem.

I will be reading the fine print to see if Exede is like cell phone contracts- 30 days to cancel. If I can not get Facebook to work then I don't need Exede.  I'd just keep using my cell phone hotspot.
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Matt F, Viasat Official Rep

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Fresh topic

Please reference the new conversation here: Facebook images and videos won't load
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Steve Frederick-VS1/Beam314, Champion

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Debra, I have never had the problem with Facebook not loading images or videos. However, in the past, there have been several subscribers who have had this problem. The Exede technical team has been helpful in taking care of this problem. Your should receive the help you need by emailing the moderators at exedelistens@viasat.com. Be sure to include your account number and a phone  number so they can identify your account. This is a public forum and has no direct connection to your account. Also, do not post that information here as anyone with internet access can read these posts.
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Christine Conrad, Champion

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No problems with Facebook or YouTube for me.

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