I have commercial tutorial videos in Amazon S3/Cloud Front playing through JW Player. I have had 100′s of users access these videos with no issue. A new client in Vancouver is getting the error “Error loading stream: ID not found on server.” It is happening on all their computers on their service provider (PLNet), but the videos are working perfectly everywhere else in the world.
This sounds like it could be an issue with the service provider (as you mentioned). It sounds like the ISP is blocking videos; or perhaps blocking the RTMP protocol. I would ask the ISP to confirm the following.
Dear ISP, users on your network are reporting problems loading audio/video content from a well known CDN (Amazon Cloudfront) over the RTMP protocol. Please confirm there are no restrictions with this form of content? Or please assist me in tracking down the underlying cause of this problem.
Anyway, something along those lines. Some ISPs may choose to prohibit streaming media content because they are incapable of dealing with the high bandwidth normally associated with such things. Not common these days, but possible I suppose.
Also, I would check to see if any of these users are capable of downloading the audio/video content through a direct link to the MP4 file (for example). In other words, instead of playing it through JW Player; can they download the file with a direct link via Cloudfront?
If you get nothing back from the ISP, I would suggest contacting Amazon about this too. Perhaps there is a legal issue in a certain country that is preventing them from serving content through this ISP?