Hello. Is there anyone from cloudflare team here? We need urgent support but after 24h we don't hav

Hello. Is there anyone from cloudflare team here?
We need urgent support but after 24h we don't have any response on our support ticket (case).
What to do ?

MMartin Bojmaliev Hello. Is there anyone from cloudflare team here? We need urgent support but af...

Walshy•2/8/25, 10:21 PM

What's the ticket and issue?

WWalshy What's the ticket and issue?

Martin BojmalievOP•2/8/25, 10:28 PM

01381579

Martin BojmalievOP•2/8/25, 10:28 PM

https://www.support.cloudflare.com/support/s/case/500Nv00000JRN5n

Walshy•2/8/25, 10:34 PM

I've escalated to the support team.

WWalshy I've escalated to the support team.

Jocka•2/9/25, 11:30 AM

We received their response but were unsure of the best way to reply, so we responded via email. Could you please confirm if that is the appropriate channel?

This issue is significantly impacting our system, and we are willing to take any necessary steps to expedite the process. We truly appreciate your support and any assistance you can provide in resolving this as quickly as possible.

Jocka•2/9/25, 11:31 AM

We’re unable to log in to Cloudflare Support using the same credentials we use for our Cloudflare account. As a result, we can’t access any support-related information. Could you please advise on how we can resolve this?

Jocka•2/9/25, 1:59 PM

we also received that if we do not reply back the case will be closed, where should we reply its urgent

Walshy•2/9/25, 3:18 PM

Yep email is fine. The support team will handle it.

Jocka•2/9/25, 3:32 PM

Okay thank you so much. We will really appreciate the help. Our system is not functional and this is crucial for us.

WWalshy Yep email is fine. The support team will handle it.

Jocka•2/10/25, 8:42 AM

Hello, we still haven’t receive any email back. Unfortunately for us its very urgent to resolve this.

Jocka•2/10/25, 8:42 AM

Since our business heavily relies on these videos

Walshy•2/10/25, 9:06 AM

Your ticket requires billing and sadly we had no billing people around this weekend, it should be sent to someone this morning to handle

Jocka•2/10/25, 9:35 AM

Yes thank you so much.

Jocka•2/10/25, 9:35 AM

we really appreciate

WWalshy Your ticket requires billing and sadly we had no billing people around this week...

Jocka•2/10/25, 3:51 PM

We sincerely apologize for any inconvenience, but we are facing critical challenges due to the sudden disappearance of our videos. This issue has significantly impacted our work, and recovering them is of utmost importance to us. Since our previous ticket was closed, we have opened a new one, and we are fully committed to taking any necessary steps to restore the videos—including covering any associated costs if needed. Your support in resolving this matter would mean a great deal to us.

JJocka We sincerely apologize for any inconvenience, but we are facing critical challen...

1984 Ford Laser•2/10/25, 9:04 PM

Has there been a specific reason why your videos were taken offline? I'd be interested to know what's happened here

Jocka•2/10/25, 9:17 PM

we did not noticed that a payment did not went fully through

Jocka•2/10/25, 9:18 PM

until the videos were gone

JJocka we did not noticed that a payment did not went fully through

1984 Ford Laser•2/10/25, 10:23 PM

Gotcha, at least it's 'only' a billing issue and not something else. I hope you get it sorted soon

Jocka•2/10/25, 10:25 PM

Yeah we also hope so. We are desparate to make it work no matter the price.

Jace•2/11/25, 2:16 PM

anybody know if Stream's biffing it rn?

Jace•2/11/25, 2:16 PM

Have had a video in queue for a good couple minutes

Jace•2/11/25, 2:16 PM

there we go nvm it finally started

WWalshy Your ticket requires billing and sadly we had no billing people around this week...

Jocka•2/11/25, 8:00 PM

Dear Walshy

We’re reaching out with a deep sense of urgency and concern. Unfortunately, we’re unable to log in to the support platform using our Cloudflare dashboard credentials, which means we can’t respond under our original ticket. Because of this, we had no choice but to open a new one.

Our business is losing revenue every single day due to the videos being unavailable, and we’re truly struggling to find a solution. We had a similar situation last year, and your team was incredibly supportive in restoring the videos from your backup servers. That help meant the world to us.

We’re hoping—more than anything—that it’s possible to do the same again. We are willing to cover any costs necessary to make it happen. Please let us know if there’s anything we can do to expedite the process.

We appreciate your time, effort, and any help you can provide.

Warm regards,

MattIPv4•2/12/25, 4:31 AM

Pinging Walshy repeatedly is very unlikely to fix a billing issue he isn’t responsible for, I’ll be honest

MattIPv4•2/12/25, 4:31 AM

If costs aren’t an issue, for the future, consider getting an enterprise plan as you get much better support methods/SLAs then

1984 Ford Laser•2/12/25, 8:33 AM

Has AV1 encoding been abandoned? The blog from 2022 has a docs link that now 404s. Is H265 in some way planned in the future?

Jocka•2/12/25, 5:21 PM

I just wanted to express my deepest gratitude to the Cloudflare team. They were able to resolve our issue. Very thankful

xiechao•2/13/25, 2:29 AM

Can watermarks still be added to videos that have already been uploaded to the stream

Xxiechao Can watermarks still be added to videos that have already been uploaded to the s...

1984 Ford Laser•2/13/25, 4:57 AM

Nah you need to reupload

Grz•2/14/25, 7:49 AM

Hi, I have a problem with the stream service.
Videos at random times return the message ‘server IP address cannot be found’ not only in the stream frame on my site, but also in the cloudflare panel when trying to run a video from a link.
The problem occurs several times a day
After a while, everything returns to normal and the video works correctly
Has anyone encountered a similar problem?

Original message was deleted

gtech9451•2/14/25, 11:28 PM

Sharing here for those who haven't seen :MeowHeartCloudflare:

1984 Ford Laser•2/15/25, 2:35 AM

As a note for the Stream PM, I'd love some more documentation on how we can use ad-urlad-url and also some further ways to control/customize it in some way. I'm not super familiar with how VAST works but any extra stuff that can be added here would be great

BongBong•2/15/25, 5:01 AM

Hi, any Idea how to signed WebRTC Playback URL ? so only logged in people have access to webrtc whep url

BongBong•2/15/25, 5:03 AM

I tried using example https://developers.cloudflare.com/stream/viewing-videos/securing-your-stream/#option-2-generating-signed-tokens-without-calling-the-token-endpoint but won't work

Cloudflare Docs

Secure your Stream · Cloudflare Stream docs

By default, videos on Stream can be viewed by anyone with just a video id. If you want to make your video private by default and only give access to certain users, you can use the signed URL feature. When you mark a video to require signed URL, it can no longer be accessed publicly with only the video id. Instead, the user will need a signed url...

BongBong•2/15/25, 5:36 AM

Spotnag•2/17/25, 12:49 PM

Hello, i pay $5 a month for stream and images, i want to confirm that these are pre paid credits and that there i no possibility of running up a big bill larger than the $5 a month, like some of the horror stories we here from AWS etc. e.g. when the limit runs out on stream does it just stop serving media and images.

SSpotnag Hello, i pay $5 a month for stream and images, i want to confirm that these are ...

davidinfinity•2/17/25, 7:02 PM

No you’re paying $5 for a storage limit. Playback is what causes extra cost, though IIRC there is some included in that. Require signed playback URLs to limit exposure

Spotnag•2/17/25, 7:13 PM

i want to be sure that exposure ends when i hit my bandwidth limit, even with require signed playback URL's.

SSpotnag i want to be sure that exposure ends when i hit my bandwidth limit, even with re...

1984 Ford Laser•2/17/25, 9:31 PM

You can't without a self developed solution

11984 Ford Laser You can't without a self developed solution

Spotnag•2/17/25, 11:41 PM

Would that solution be something like only allowing a user to watch a video x amount of times before stopping them etc. How do media heavy companies deal with this where a user could pay for an item and possibly watch it endlessly, e.g. Udemy.

SSpotnag Would that solution be something like only allowing a user to watch a video x am...

1984 Ford Laser•2/17/25, 11:44 PM

Usually its about scale. The viewers who watch only a couple videos a month will subsidize the higher usage users

For a simple solution, you could set a timer on the frontend that for every minute the video is playing, a user's ID and watchtime is pushed to a DB or something that you track and use as you need. Perhaps users log in to access content, lock out their account when they reach a specific viewtime

11984 Ford Laser Usually its about scale. The viewers who watch only a couple videos a month will...

Spotnag•2/18/25, 12:09 AM

Appreciate the advice, do you happen to know if stream supports watch time or that is something I need to handle on the front end? I am a back end engineer using htmx so I don’t have much experience with front end work.

1984 Ford Laser•2/18/25, 12:25 AM

Nah you'll need to handle on the frontend. The builtin Stream player will emit events like playplay, playingplaying, progressprogress that may be of help

https://developers.cloudflare.com/stream/viewing-videos/using-the-stream-player/using-the-player-api/

Cloudflare Docs

Stream Player API · Cloudflare Stream docs

For further control and customization, we provide an additional JavaScript SDK that you can use to control video playback and listen for media events.

Shelby•2/18/25, 9:39 PM

Hi team, can anyone give us any guidance on what the roadmap/timeline is looking like for these "coming soon" features of Stream + WebRTC?

https://developers.cloudflare.com/stream/webrtc-beta/#limitations-while-in-beta

Cloudflare Docs

WebRTC · Cloudflare Stream docs

Sub-second latency live streaming (using WHIP) and playback (using WHEP) to unlimited concurrent viewers.

SShelby Hi team, can anyone give us any guidance on what the roadmap/timeline is looking...

1984 Ford Laser•2/18/25, 9:47 PM

:soontm:

1984 Ford Laser•2/18/25, 9:47 PM

:soonsoontm:

BBongBong I tried using example https://developers.cloudflare.com/stream/viewing-videos/se...

HID3FICIT•2/19/25, 3:29 AM

Im having the same issue but I’m trying to do it to a live stream. Is it possible ?

Hello. Is there anyone from cloudflare team here? We need urgent support but after 24h we don't hav

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