Playback freezes when outside of LAN

[Natilus13 12]

Hello all,

 

Has anyone else run into issues with playback when off your local network? I have had users reporting this recently (I believe only since updating to server v4.x) and have not had any luck in resolving it,

 

I have tried adjusting the transcoding options, and even turning it off. I have also had the users try using much lower quality settings on their end. It all made no difference. Users are trying to playback files using various methods and it is always them same.

 

While on my LAN, everything runs smooth as butter though.

 

Would love to get some help trying to troubleshoot this.

 

Thanks!
N

[Luke 38839]

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

[Natilus13 12]

Thanks Luke. I haven't had a chance to test this, and am waiting to hear back from one of my friends when they connect, regarding when they have this problem. Once I get a the time narrowed down, I'll report back.

[Natilus13 12]

@@Luke

 

I just sent you my logs in a PM. Thanks.

[Natilus13 12]

@@Luke

 

Good morning. Any update on this? Is there any other information you need me to send you?

 

Thanks,
Nathan

[Luke 38839]

I have not been able to reproduce, but i would have them try lowering the in-app quality settings again.

[Natilus13 12]

Thanks. I've tried that and still had the issue. I believe generally they would have the quality set to "Auto", but I will ask them to try again and report back.

 

Thanks,
Nathan

[Natilus13 12]

Spoke with one of my users. Apparently when they play anything on their TV's built in browser, it plays fine but they have no option for full screen playback. When they try and use a browser on a computer, Mac or Linux, they get the freezing issue. They have tried dropping the playback quality but it hasn't helped.

[Luke 38839]

Can you have them try a different video file? thanks.

[Natilus13 12]

It seems to be happening with any file they try and play.

[Luke 38839]

Can you try something that is not an avi?

[Natilus13 12]

Sure thing. Funny that they happened to pick an AVI. The majority of the files are MKV, with only a handful of AVI.

 

I can try testing tomorrow when I am in the office and will report back. Really appreciate your help with this @@Luke

 

Cheers,
N

[Natilus13 12]

So today I am at the office and have had no playback issues. I checked with a few of my friends and they also had no issues with anything they played yesterday either.

 

This is confusing. Originally I tried adjusting some of the transcoding settings. When that made no difference, I switched everything back to how it was originally. Now everything is working. Not sure why, but I'll take it ;-)

 

Sorry to have bothered you with this @@Luke

 

Cheers,
N

[Luke 38839]

Interesting, thanks for the feedback.

[flossiejayno 7]

Hi,

I believe I'm having the same problem. I'm using emby outside the lan and having issues with the playback stuttering occasionally.

 

I'm wondering if it's because I'm recording liveTV shows around the same time? I'm not 100 on this though.

 

I have attached relevant log files.

 

Emby Server = 4.0.2.0

 

Mac Mini 2012 i5 16GB ram

OSX High Sierra

 

Unfortunately I'm away from home and cannot give you the exact OSX details.

 

embylog.txt

ffmpeg-remux-4bd0fa1a.txt

record-transcode-43b2c5a5.txt

record-transcode-3973dd29-71ae.txt

[flossiejayno 7]

Emby Admin can you please remove my log files from the post once you have read my post.

 

Thanks

 

Phil

[flossiejayno 7]

Here is another server log with the playback stalling

 

Cheers

Phil

embyserver.txt

[Natilus13 12]

@@flossiejayno Do you have throttling enabled for transcoding? I did notice the other day that when one user mentioned about some freezing, they ended up not having anything buffered. I turned off the throttling and that sorted out his issue. You need to be careful though, as this can really boost CPU usage.

[flossiejayno 7]

@@flossiejayno Do you have throttling enabled for transcoding? I did notice the other day that when one user mentioned about some freezing, they ended up not having anything buffered. I turned off the throttling and that sorted out his issue. You need to be careful though, as this can really boost CPU usage.

 

Hi,

Thanks for replying so fast.

 

Yes throttling was enabled. However the last embyserver log I uploaded with the stuttering video play mode was "direct play". I have disabled the throttling to see what happens.

 

In the latest log it appears to reconnect or restart the playing of the video as the response time is large e.g. Time: 13257ms and the video name call is listed instead of just the progress call. Though please note I have no idea how to read the log so could be completely wrong.

[Natilus13 12]

It may not make any difference for you, just thought it was worth mentioning it since it seemed to resolve the issue for at least one of my users 

[flossiejayno 7]

@@Natilus13 No problem thank for your help...

[flossiejayno 7]

This file is embyserver log is with "enable debug logging" checked

 

 

Thanks

 

Phil

[Luke 38839]

I notice you have the quality setting in the video player set to roughly 4.5 mbps. Please try lowering this to 1 mbps and then see how that compares. Thanks.

[flossiejayno 7]

I notice you have the quality setting in the video player set to roughly 4.5 mbps. Please try lowering this to 1 mbps and then see how that compares. Thanks.

 

Hi Luke,

Are you meaning the User internet streaming bitrate limit? As this is not set. Otherwise where do I find this option?

 

Thanks

Phil

[Luke 38839]

Hi Luke,

Are you meaning the User internet streaming bitrate limit? As this is not set. Otherwise where do I find this option?

 

Thanks

Phil

 

It would be the quality setting from the app that you're playing with, and it may also be directly in the video player as well depending on what app you're playing from. Please let me know if this helps. Thanks.