1638642 - Browser hangs while playing threenow.co.nz

Status: RESOLVED INCOMPLETE

(Core :: Audio/Video: Playback, defect)

Description

[Chris Pearce [:cpearce (Not reading bugmail)]]

Attachment: about:support

Oh hai! My wife is experiencing intermittent full browser hangs while playing video on https://www.threenow.co.nz/ often when an ad plays. It started happening recently, perhaps around the 76 release?

Netflix appears to be playing fine, so perhaps there's something in ThreeNow's ad media segments that's tickling playback/rendering?

The concerning thing here is that the whole browser hangs and no crash report is generated; it looks to me like there's something hanging the main process.

Firefox is using the Intel GPU, the last driver update for that GPU was a while ago. It also has an NVIDIA GPU, whose driver updated last week, but Firefox isn't using that GPU.

Her laptop is an ASUS UX430U. I've attached the about:support.

Comment 1

[Bryce Seager van Dyk [:bryce] (he/him) - Not reading bugmail]

Thanks for the report. Do you use https://www.threenow.co.nz/ on other computers and only see the issue on this one? Is the device connected to any external displays when the hangs happen? How long do you estimate it takes before a lock up occurs? I'm going to see if I can repro, though the geoblocking may make that fun.

Comment 2

[Rachel Tublitz [:rachel]]

S1 or S2 bugs needs an assignee - could you find someone for this bug?

Comment 3

[Chris Pearce [:cpearce (Not reading bugmail)]]

(In reply to Bryce Seager van Dyk (:bryce) from comment #1)

Thanks for the report.

Sorry I missed this needinfo; I've been filtering out bugmail and forgot to check up on this. It just happened again, so I was reminded to follow up! ;)

Do you use https://www.threenow.co.nz/ on other computers and only see the issue on this one?

We don't use threenow on other computers regularly. I tried on my desktop Windows 10 machine with a GTX1060, and I could not repro the issue. I tried seeking to the video right before the ad several times, but could not reproduce.

Is the device connected to any external displays when the hangs happen?

The laptop which regularly exhibits this problem is not connected to an external display when this happens.

How long do you estimate it takes before a lock up occurs? I'm going to see if I can repro, though the geoblocking may make that fun.

My wife guestimates that roughly one out of every three ads plays fails on threenow like this... So if there's an ad break every 10 minutes, that's once every 30 minutes?

Comment 4

[Chris Peterson [:cpeterson]]

Unassigning bugs assigned to Bryce because he no longer works at Mozilla.