MacOS Safari - sound but no picture - some files and some mac's ?

[vaise 304]

One of my remote friends said one entire series of A TV show is all sound and no video on his Mac - This is on webapp in safari.

I have watched these on the shield TV and checked on windows and all play fine.

Fired up my son's old mac and it plays fine on his old mac

Fired up his newer 27" imac, and blank screen there, but sound is fine.

So this seems to be related to newer vs older mac's

Safari working in 11.0.1

Safari not working is version 12.0.1.

 

The stats for nerd state direct playing - so I assume this is an issue where the client thinks it can play, but it really cant.

I can see anywhere to force transcode on the webapp..... so cant prove this.

 

I don't use mac's in my house, but was a bit shocked that they have no dedicated app as yet like Emby Theater or something.

 

For now, they are using their iphone where they have the emby app installed and watching from there.

 

Any ideas on this issue ?

[Luke 37006]

Hi there, let's look at an example. Please attach the information requested in how to report a media playback issue. thanks !

[vaise 304]

No worries. I will attach the log but no transcode log. Hence I think Emby thinks this is a business as usual file with no issue.

Same log on a working and non working Mac safari.

Doubt you would have much to go on therefore.

I will attach the media info stuff. If that helps.

This user has watched heaps of stuff and this is the first reported issue for them so I am expecting something strange in the media files themselves.

[vaise 304]

[vaise 304]

There is a ffmpeg directstream log - attached here, inc embyserver log.

Show is gogglebox episode 1.

 

I just did this test at 10:36AM - so you can look there.

 

To summarise issue - macos safari version 12.0.1 no picture, only sound

version 11.0.1 older mac seems to be ok.

 

 

 

 

.

embyserver.txt

ffmpeg-directstream-7c65584e-aee7-4f8f-bd63-d2f27f63ffc3_1.txt

[Luke 37006]

What if you lower the in-app quality setting to force it to transcode? The browser could be lying about it's hevc support.

[vaise 304]

Ta.

 

I changed it to 3Mbps - same issue (expected that as all remote connection limited to 3 in my setup)

Changed it to 720-2Mpbs - same issue

Changed it to 720-1.5Mbps - Works

 

So as surmised, a force transcode option would have made it play (Like we had on Roku BNN)

But there seems no option on the web client to resolve this.

 

Where do we go from here ?

I can tell the user to change to 720-1.5Mbps - but I doubt that is going to look good when they connect their laptop to their 50" TV.

Is this an emby server fix ?  Or web app ?

 

Thanks.

[Luke 37006]

There is currently no force transcode option so for right now you would have to tell them to lower the in-app quality setting, try a different browser, or upgrade MacOS if they can to get a newer safari version.

[vaise 304]

I have done - but just to be clear - the OLD safari works, it is the NEWER one that does not.......

[Luke 37006]

Well there is 12.1 by now.

[appoli 5]

Ditto to this - non-4K movies play fine in Safari (12.1.1 on MacOS), but 4K movies/files have no picture but as far as I can tell all of it is being sent over.

 

Same (4K) movie seems to work fine in Chrome on MacOS & Safari on iOS. Probably the same issue, wouldn't be surprised if the above 'fix' would make the image show up.

There have been a number of Apple updates (software and hardware - thanks for secretly dropping a new MacBook 45 days after I buy one, Apple...), but I think this is due to a recent update.

 

cheers