Return-Path: Delivered-To: acongi@2etv-group.com Received: (qmail 19960 invoked by uid 503); 27 Jan 2015 23:05:46 -0000 Received: from unknown (HELO mailroute2.phx2.llnw.com) (69.164.57.41) by ns303373.ovh.net with SMTP; 27 Jan 2015 23:05:46 -0000 Received: from app31047.iad3.service-now.com (unknown [199.91.139.160]) by mailroute2.phx2.llnw.com (Postfix) with ESMTPS id 6B67473A503 for ; Tue, 27 Jan 2015 15:52:19 -0700 (MST) Date: Tue, 27 Jan 2015 14:52:25 -0800 (PST) From: Limelight Support Reply-To: customer.support@llnw.com To: acongi@2etv-group.com Message-ID: <27091749.60406.1422399145149.JavaMail.p16503@app31047.iad3.service-now.com> Subject: Incident CINC0054840 has been opened MIME-Version: 1.0 Content-Type: multipart/mixed; boundary="----=_Part_60404_17891758.1422399145148" X-ServiceNow-SysEmail-Version: 2 X-ServiceNow-Source: Notification-6b4e8ca26f2f8100d8862762be3ee437 Precedence: bulk ------=_Part_60404_17891758.1422399145148 Content-Type: multipart/alternative; boundary="----=_Part_60405_25514320.1422399145148" ------=_Part_60405_25514320.1422399145148 Content-Transfer-Encoding: quoted-printable Content-Type: text/plain; charset=UTF-8 Thank you for contacting Limelight Networks Customer Support. We have assig= ned your request ticket number CINC0054840.=20 =C2=A0 We take your request for Support seriously and work to resolve all issues a= s soon as possible. Please include the ticket and reference number below on= all email communications, this will ensure we track your issue correctly. = You can also reply directly to this email. =C2=A0 acongi@2etv-group.com opened the following incident: =C2=A0 Short description:=20 Description: Bonjour, =C2=A0 Pourriez-vous donner des r=C3=A9ponses au probl=C3=A8me que nous rapporte d= ans l'email plus bas notre agent en Russie =C3=A0 propos du signal HLS de F= renchLover TV? =C2=A0 Merci, Cdlt, =C2=A0 Adolphe CONGI 2ETV GROUP 0686135974 =C2=A0 >=20 > A client had reported issues with HLS delivery. They say it was ok at the= beginning, but started jittering on Dec the 24th. Bitrate drops from time = to time, picture freezes. They had tried to connect via various backbone in= ternet providers - it didn`t help. They had made a traceroute to the Limeli= ght`s server. It had shown, that it all seems to be ok on the way from them= to Ligmelight. Just 8 hops, and delays are reasonable. The result of the t= raceroute shows that the problem is most likely on the Limelight`s side. He= re is the traceroute, it was made last week: >=20 > C: \ Users \ TV> tracert eetvgroup.vo.llnwd.net >=20 > Tracing route to eetvgroup.vo.llnwd.net [87.248.217.254] > maximum number of hops 30: >=20 > 1 <1 ms <1 ms <1 ms PPPoE-188.0.0.254-IP.RastrNET.RU [188.0.0.254] > 2 <1 ms <1 ms <1 ms 10.10.1.101 > 3 <1 ms <1 ms <1 ms kyk01.transtelecom.net [188.43.4.22] > 4 * * * timed request. > 5 ms 86 ms 83 90 ms netnod-ix-ge-b-sth-1500.llnw.com [194.68.128.167] > 6105 ms 104 ms 104 ms tge6-4.fr3.frf.llnw.net [69.28.172.121] > 7108 ms 103 ms 103 ms ve5.fr4.frf.llnw.net [69.28.172.106] > 8 99 ms 99 ms 101 ms cdn-87-248-217-254.frf.llnw.net [87.248.217.254] >=20 > Trace complete. >=20 > C: \ Users \ TV> ping eetvgroup.vo.llnwd.net -l -t 1000 >=20 > Pinging eetvgroup.vo.llnwd.net [87.248.217.254] 1000 bytes of data: > Response from 87.248.217.254: bytes =3D 1000 time =3D 97ms TTL =3D 59 > Response from 87.248.217.254: bytes =3D 1000 time =3D 138ms TTL =3D 59 > Response from 87.248.217.254: bytes =3D 1000 time =3D 122ms TTL =3D 59 > Response from 87.248.217.254: bytes =3D 1000 time =3D 97ms TTL =3D 59 > Response from 87.248.217.254: bytes =3D 1000 time =3D 97ms TTL =3D 59 > ~~~ > Statistics Ping to 87.248.217.254: > Package: Sent =3D 2459, received =3D 2459, lost =3D 0 > (0% loss) > Approximate round-trip time in milliseconds: > Minimum =3D 97msek, maximum =3D 221 ms, 109 ms average =3D > Control-C >=20 > Since it was ok at the beginning, they think that may be the traffic had = increased recently and Limelight`s server simply doesn`t have enought resou= rces to serve this traffic. May be it has to be retuned. =C2=A0 In order to resolve your issue quickly, we want to obtain as much informati= on about your issue as possible. If you are able to provide any additional = information regarding the issue, please do not wait for our technician to c= ontact you. The time to resolution can be impacted by the quality and quant= ity of information we receive.=20 =C2=A0 Our Customer Support team is assessing your issue and you will be receiving= an initial response in the next few minutes; we strive to reply within 30 = minutes of receiving your request for Support. If you need a response soone= r, please call us at (866) 544-4830.=20 =C2=A0 Operations Customer Support=20 (602) 850-5200 (866) 544-4830 support@llnw.com =C2=A0 =C2=A0 Please note: Limelight Networks accepts attachments up to 10MB. If you are = attempting to attach a file that is larger than 10MB, please contact Limeli= ght Networks Support at 602-850-5200 to arrange an alternative delivery met= hod. =C2=A0 The information in this message may be confidential, and/or subject to rest= rictions on use and disclosure. It is intended solely for the addressee(s).= If you are not the intended recipient and/or believe you have received thi= s information in error: 1) immediately contact the sender, and delete this = message and its contents; and 2) any further disclosure, copying or distrib= ution of the message, or any acts or omission by you in reliance on it, is = prohibited and may be unlawful. =C2=A0 Please do not delete the following Case ID ref: LLNW:CINC0054840 Ref:MSG0664310 ------=_Part_60405_25514320.1422399145148 Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset=UTF-8
Thank you for contacting Limelight Networks C= ustomer Support. We have assigned your request ticket number CINC0054840. <= /div>
 
We take your request for Support seriously and w= ork to resolve all issues as soon as possible. Please include the ticket an= d reference number below on all email communications, this will ensure we t= rack your issue correctly. You can also reply directly to this email.
=
 
acongi@2etv-group.com opened the following incident:<= /div>
 
Short description:
Description: Bonjo= ur,
 
Pourriez-vous donner des réponses au probl&egrav= e;me que nous rapporte dans l'email plus bas notre agent en Russie à= propos du signal HLS de FrenchLover TV?
 
Merci,
= Cdlt,
 
Adolphe CONGI
2ETV GROUP
068613= 5974
 
>
> A client had reported issues wit= h HLS delivery. They say it was ok at the beginning, but started jittering = on Dec the 24th. Bitrate drops from time to time, picture freezes. They had= tried to connect via various backbone internet providers - it didn`t help.= They had made a traceroute to the Limelight`s server. It had shown, that i= t all seems to be ok on the way from them to Ligmelight. Just 8 hops, and d= elays are reasonable. The result of the traceroute shows that the problem i= s most likely on the Limelight`s side. Here is the traceroute, it was made = last week:
>
> C: \ Users \ TV> tracert eet= vgroup.vo.llnwd.net
>
> Tracing route to eetvg= roup.vo.llnwd.net [87.248.217.254]
> maximum number of hops 3= 0:
>
> 1 <1 ms <1 ms <1 ms PPPoE-1= 88.0.0.254-IP.RastrNET.RU [188.0.0.254]
> 2 <1 ms <1= ms <1 ms 10.10.1.101
> 3 <1 ms <1 ms <1 ms ky= k01.transtelecom.net [188.43.4.22]
> 4 * * * timed request= .
> 5 ms 86 ms 83 90 ms netnod-ix-ge-b-sth-1500.llnw.com [= 194.68.128.167]
> 6105 ms 104 ms 104 ms tge6-4.fr3.frf.lln= w.net [69.28.172.121]
> 7108 ms 103 ms 103 ms ve5.fr4.frf.= llnw.net [69.28.172.106]
> 8 99 ms 99 ms 101 ms cdn-87-248= -217-254.frf.llnw.net [87.248.217.254]
>
> Tra= ce complete.
>
> C: \ Users \ TV> ping eetv= group.vo.llnwd.net -l -t 1000
>
> Pinging eetv= group.vo.llnwd.net [87.248.217.254] 1000 bytes of data:
> Res= ponse from 87.248.217.254: bytes =3D 1000 time =3D 97ms TTL =3D 59
> Response from 87.248.217.254: bytes =3D 1000 time =3D 138ms TTL =3D= 59
> Response from 87.248.217.254: bytes =3D 1000 time =3D 1= 22ms TTL =3D 59
> Response from 87.248.217.254: bytes =3D 100= 0 time =3D 97ms TTL =3D 59
> Response from 87.248.217.254: by= tes =3D 1000 time =3D 97ms TTL =3D 59
> ~~~
> S= tatistics Ping to 87.248.217.254:
> Package: Sent =3D 24= 59, received =3D 2459, lost =3D 0
> (0% loss)
> Approximate round-trip time in milliseconds:
> Min= imum =3D 97msek, maximum =3D 221 ms, 109 ms average =3D
> Con= trol-C
>
> Since it was ok at the beginning, t= hey think that may be the traffic had increased recently and Limelight`s se= rver simply doesn`t have enought resources to serve this traffic. May be it= has to be retuned.
 
In order to resolve your iss= ue quickly, we want to obtain as much information about your issue as possi= ble. If you are able to provide any additional information regarding the is= sue, please do not wait for our technician to contact you. The time to reso= lution can be impacted by the quality and quantity of information we receiv= e.
 
Our Customer Support team is assessing your = issue and you will be receiving an initial response in the next few minutes= ; we strive to reply within 30 minutes of receiving your request for Suppor= t. If you need a response sooner, please call us at (866) 544-4830.
<= div> 
Operations Customer Support
(602) 850-5200<= /div>
(866) 544-4830
support@llnw.com
 
<= div> 
Please note: Limelight Networks accepts attachments up= to 10MB. If you are attempting to attach a file that is larger than 10MB, = please contact Limelight Networks Support at 602-850-5200 to arrange an alt= ernative delivery method.
 
The information in thi= s message may be confidential, and/or subject to restrictions on use and di= sclosure. It is intended solely for the addressee(s). If you are not the in= tended recipient and/or believe you have received this information in error= : 1) immediately contact the sender, and delete this message and its conten= ts; and 2) any further disclosure, copying or distribution of the message, = or any acts or omission by you in reliance on it, is prohibited and may be = unlawful.
 
Please do not delete the following Cas= e ID ref:
LLNW:CINC0054840
 
Ref:MSG0664310
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