Problems with Samsung TV Model GQ55Q60TGUXZG

[Doppellhelix 7]

Hello,

a friend is having big problems streaming from my server with his Samsung TV and the official Emby Samsung app.
The loading circle is visible for a very long time and at some point the text appears:
Mediaplayer Error Code
Not Supported File
Not supported format

Audio, video and container transcoding is allowed

I have attached the current Embyserver.txt.
Do you need anything else?

What can I do?

Thanks for your help

Translated with DeepL.com (free version)

embyserver.txt

[Doppellhelix 7]

Here are some more details that I had forgotten:

Modell: GQ55Q60TGUXZG
Firmware: T-NKLDEUC-2501.1,BT-S
Emby Client: 1.64
Emby Server: 4.7.14.0

Edited January 23 by Doppellhelix

[all4dom 73]

@DoppellhelixI have a samsung tv & haven't done it yet but you know you can download the latest app version onto a USB stick & install it onto the tv smart hub. That might help.

[Luke 37068]

Hi, was there an ffmpeg log? Please attach that as well. Thanks.

[Doppellhelix 7]

11 hours ago, Luke said:

Hi, was there an ffmpeg log? Please attach that as well. Thanks.

Good morning,

No, no ffmpeg LOG has been written.
Because I wasn't sure, we tested again this morning at 6:27 AM.
The loading circuit rotates and at some point an error message appears.
This time the error message was:

Playback error
Currently there are no compatible streams available. Please try again later or contact the system administrator for more information.

I have attached the current embyserver.txt again.

I have several different Samsung TVs in use as clients.
All of them cause problems from time to time. Mostly the stream stutters.
But this TV is really causing problems.

Greetings Helix

Translated with DeepL.com (free version)

embyserver.txt

[Doppellhelix 7]

12 hours ago, all4dom said:

@DoppellhelixI have a samsung tv & haven't done it yet but you know you can download the latest app version onto a USB stick & install it onto the tv smart hub. That might help.

Hello,

if you mean the Community app, we would be happy to do without it.
It is too inconvenient for the user to uninstall, download, install and re-enter the login details every time an update is required.
That's why we were glad that there was an official Emby version that updates itself.

 

[all4dom 73]

From what was explained, it's samsung that takes its time reviewing the update & releasing it on the store. I think samsung has so much going on in all fronts that it needs more people for software.

[Luke 37068]

12 hours ago, Doppellhelix said:

Hello,

if you mean the Community app, we would be happy to do without it.
It is too inconvenient for the user to uninstall, download, install and re-enter the login details every time an update is required.
That's why we were glad that there was an official Emby version that updates itself.

 

Are you able to test the USB install and see how that compares? Maybe there is an issue that has been resolved since the 1.6.4 release came out.

https://emby.media/emby-for-samsung-smart-tv.html

And if it's still an issue then we can work together to get to the bottom of it. Thanks.

[Doppellhelix 7]

Good morning.

We have now tried the CommunityApp.
Again, the same error messages:
Media Player Error code: not supported_File
Media Player Error code: not_supported_Format
Media Player Error code: Player_Error_Connection_Failed, player state: IDLE

A new embyserver.txt is enclosed.
An ffmpeg file was not created.

Greetings Helix

embyserver.txt

[SamES 890]

Are you using a reverse proxy?  I'm guessing that the player isn't able to access the remote server (even though the app can).

[Doppellhelix 7]

Yes, I have a reverse proxy running.
But it works for everyone else.
Only this Samsung user has these problems.

So I didn't assume that it was due to my configuration.

[Luke 37068]

3 hours ago, Doppellhelix said:

Yes, I have a reverse proxy running.
But it works for everyone else.
Only this Samsung user has these problems.

So I didn't assume that it was due to my configuration.

Have you compared your reverse proxy configuration to this: 

 

[Doppellhelix 7]

57 minutes ago, Luke said:

Have you compared your reverse proxy configuration to this:

I use Apache2

[Luke 37068]

Just now, Doppellhelix said:

I use Apache2

Yes but most reverse proxies have a similar set of options. Have you taken a look at it to compare with?

[Doppellhelix 7]

I just read this article here:

 

In this thread, the emby-le-ssl.conf should look like this:

<IfModule mod_ssl.c>
<VirtualHost *:443>
    ServerName mon.domain.com
    ServerAdmin youremail@address.com

    <proxy *>
    AddDefaultCharset off
    Order Allow,Deny
    Allow from all
    </proxy>

    ProxyRequests     Off
    ProxyPreserveHost On

    ProxyPass "/embywebsocket" "ws://127.0.0.1:8096/embywebsocket"
    ProxyPassReverse "/embywebsocket" "ws://127.0.0.1:8096/embywebsocket"

    ProxyPass "/" "http://127.0.0.1:8096/"
    ProxyPassReverse "/" "http://127.0.0.1:8096/"

    SSLCertificateFile /etc/letsencrypt/live/mon.domain.com/fullchain.pem
    SSLCertificateKeyFile /etc/letsencrypt/live/mon.domain.com/privkey.pem
    Include /etc/letsencrypt/options-ssl-apache.conf
</VirtualHost>
</IfModule>

 

 

In my emby-le-ssl.conf a few details are missing.

 

<IfModule mod_ssl.c>
<VirtualHost *:443>
 ServerName XXXXXX.ddns.net
 ProxyPreserveHost On
 DocumentRoot /var/www/emby
 ProxyPass /.well-known !
 ProxyPass / http://192.168.5.58:8096/
 ProxyPassReverse / http://192.168.5.58:8096/
 Protocols h2 h2c http:/1.1
 ErrorLog ${APACHE_LOG_DIR}/error.log
 CustomLog ${APACHE_LOG_DIR}/access.log combined
SSLCertificateFile /etc/letsencrypt/live/XXXXXX.ddns.net/fullchain.pem
SSLCertificateKeyFile /etc/letsencrypt/live/XXXXXX.ddns.net/privkey.pem
Include /etc/letsencrypt/options-ssl-apache.conf
</VirtualHost>
</IfModule>

 

Ich weiß nicht, was die fehlenden Codezeilen bewirken.
Sollte ich meine Config so anpassen?

[Luke 37068]

I would try without the proxy to see how that compares. Also I would try without https to see how that compares. That should help narrow it down. Please let us know the results. Thanks.

[Doppellhelix 7]

Ok, but it may take a while.

First I have to see how I can access Emby without https and without a proxy.
I'm glad that I have everything up and running

[Luke 37068]

Great, thanks. I know it's a pain but this how you narrow these things down.

@SamESwe should probably add to those popup dialogs the url that it's trying to play, just in case there's something off about it. You don't see it in the server log because the request never makes it to the server. 

[SamES 890]

I notice you’re using a letsenceypt cert. On the tv are you trying to connect using https or http?  What port number are you trying to connect to?

Many TVs, particularly those that are more than a few years old don’t support letsencrypts new root certificates after their previous one expired. Search for letsencrypt in the forums and you’ll fine a few references. Many people moved to ZeroSSL as an alternative. It is possible that Samsung has resolved this with an updated firmware so first make sure the tv has the latest firmware. I would do this by checking the Samsung support page for that model TV. You may need to download and install the latest via USB as the over the air firmware updates can be a bit delayed. 

[SamES 890]

2 hours ago, Luke said:

Great, thanks. I know it's a pain but this how you narrow these things down.

@SamESwe should probably add to those popup dialogs the url that it's trying to play, just in case there's something off about it. You don't see it in the server log because the request never makes it to the server. 

Probably not a bad idea 

[Luke 37068]

@Doppellhelixwere you able to try this?

[Doppellhelix 7]

Hello,

I'm sorry it took so long, my buddy was away for a few days.

 

We have just tested it.

I made a release on port 8096, the Samsung TV connected directly to my IP (so no DDNS between).

It was able to play movies without any problems.

However, the 2nd attempt via https on port 8920 did not work.

Unfortunately, I didn't have time to test what the problem was.

 

A cross-check on my DDNS address via my reverse proxy did not work again.

 

So, why is he the only one having problems, and where have I made a mistake in the configuration?

 

@SamES

thanks for the hint.

We have also just noticed that the automatic updates for the TV are deactivated and cannot be activated.

At the moment nobody knows how outdated the firmware is.

My buddy is now trying to install the latest firmware first.

 

Greetings Helix

 

Edited January 31 by Doppellhelix

[Doppellhelix 7]

We have just spoken to Samsung support.
The firmware is up to date

[Luke 37068]

His TV may have outdated certificates and could be rejecting your SSL certificate. You may just have to allow plain http access for him.

[SamES 890]

2 hours ago, Luke said:

His TV may have outdated certificates and could be rejecting your SSL certificate. You may just have to allow plain http access for him.

Yes, it's quite probable that even though the firmware is up to date, Samsung may not have updated the SSL certificates.

For reference, I think this is the latest firmware for that model.

 

If you want to download it, then here is the page.  Just make sure you go to the Samsung support page for your country

GQ55Q60TGU | Samsung Support IE