Follow the troubleshooting steps,
- Collect error details from the client.
- Login to 5centsCDN CP and check the zone
- Ensure the file manager is loading properly.
- If the file manager shows “unable to load file tree” – Escalate to Sirhan
If no issue with file manager and issue with file playback then
- Check file- media info from the file manager
- Check the FFMPEG command to verify the files don’t contain any error
- If it is a VOD push zone, check SMIL file is generated properly or not
- Use the Curl command to find the error in the playback URL
- Check the Zone configuration in the Edge server
- Check the OpenStack Horizon Dashboard and ensure the file is uploaded properly
- Check Zone settings and ensure the CORS header is enabled in Edge Settings
- Escalate to L3 if the issue is not solved