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Cannot play some content - Black screen and no audio


henriquefer

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henriquefer

Hi,

 

I am having problem playing some content on the app for LG Smart TV.

I am using the version 1.0.24 of Emby client and the TV model is TV UH650V.

 

Some content plays with no issue and some of them enter the media player with black screen and no audio. The Emby Server (4.4.0.40) shows that the TV is playing the show.

If I force the transcending (lowering quality), the file is transcoded and it plays correctly. 

Moreover, the files that do not work on LG TV, plays nicely on other client (direct play/streaming).

 

It seems that the container is not supported, but the LG app is not asking the server to transcode...

 

Can you help me, please?

 

Thank you

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I'm not having any problem with either of those two files, both are Direct Playing.

 

Your model, UH650V, is a few years old now (2016?) and possibly one of the earlier webOS models after Netcast.  I believe it runs a 'lite' version of webOS 2.0.  You are probably correct in that your TV doesn't support the formats, although it may not be the container that is the problem.

 

My guess is that HEVC is not supported, or maybe its the EAC-3.

 

Can you confirm the webOS version (not firmware version) of the TV, maybe from the TV About settings?

 

Try also to refresh the metadata for the file on the server, just in case.

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henriquefer

I'm not having any problem with either of those two files, both are Direct Playing.

 

Your model, UH650V, is a few years old now (2016?) and possibly one of the earlier webOS models after Netcast.  I believe it runs a 'lite' version of webOS 2.0.  You are probably correct in that your TV doesn't support the formats, although it may not be the container that is the problem.

 

My guess is that HEVC is not supported, or maybe its the EAC-3.

 

Can you confirm the webOS version (not firmware version) of the TV, maybe from the TV About settings?

 

Try also to refresh the metadata for the file on the server, just in case.

 

 

The version of the TV is 05.50.80.

I think that the HEVC is supported, but the EAC-3 is not.

 

I refreshed the metadata on emby server, but it does not help.

 

So there is nothing that I can do besides playing the file with lower resolution to force transcode, right?

 

Thank you

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The version of the TV is 05.50.80.

 

That is actually the firmware version.  Not sure if there is also a webOS version listed

 

Yes, it is most likely the EAC-3.  At the moment transcoding is probably the only way to play the file.

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henriquefer

That is actually the firmware version.  Not sure if there is also a webOS version listed

 

Yes, it is most likely the EAC-3.  At the moment transcoding is probably the only way to play the file.

 

It is running webOS 3.0.

 

Okay. Thank you.

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It is running webOS 3.0.

 

If that's the case, then I really expect that this should be working fine for you.  I can't test it as my TV is 3.8,  but from what I've seen, generally 3.0 and up all play the same formats.

 

What happens if you try and play one of these files from a USB device attached directly to the TV?  Out of curiosity, you've mentioned a few times that the container is the problem.  What makes you think that?

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Please also make sure you turn off subtitles on the details screen before commencing playback.  Just in case that's causing an issue.

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And if you want to try something else, delete the app from the TV, cycle the power on the TV and try installing the app again from the store.

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henriquefer

The current version of WebOS of the TV is 3.3.4-4217.

 

I tried it without subtitles.

 

The TV is not able to play the file "File is not supported."

 

I mentioned it, because usually some of the files required container transcoding (direct stream) to play in some apps.

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henriquefer

And if you want to try something else, delete the app from the TV, cycle the power on the TV and try installing the app again from the store.

 

It did not fix the issue.

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I tried it without subtitles.

 

Is this the error you get from USB?  If that's the case, then definitely it is a problem, but it would be good to know the cause.  Do you have any EAC-3 files that play OK, or do they all fail.  The mkv container should not be the problem, but maybe the audio is

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henriquefer

Is this the error you get from USB?  If that's the case, then definitely it is a problem, but it would be good to know the cause.  Do you have any EAC-3 files that play OK, or do they all fail.  The mkv container should not be the problem, but maybe the audio is

 

Yes, I got the error "File is not supported" when I tried to play from usb.

 

This is the information of the file that does not play:

5e7b4f4d39b25_Image1.jpg

 

And this is the information of another one that plays correctly:

 

5e7b4f23384ed_Image.jpg

 
 

 

So, it is not the audio...

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For the file that does play in your last post, can you please upload a copy if it for me and I'll see if I can work out the difference between them. 

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henriquefer

For the file that does play in your last post, can you please upload a copy if it for me and I'll see if I can work out the difference between them. 

 

PM

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I don't know whether it is meaningful, or if it just a description difference in the file.

 

In MediaInfo, the file you provided that works fine is listed as 

 

Format                                   : E-AC-3 JOC

Format/Info                              : Enhanced AC-3 with Joint Object Coding
Commercial name                          : Dolby Digital Plus with Dolby Atmos
Codec ID                                 : A_EAC3
 
whereas in the case of the two files that don't work,
 
Format                                   : E-AC-3
Format/Info                              : Enhanced AC-3
Commercial name                          : Dolby Digital Plus
Codec ID                                 : A_EAC3
 
Can you check a few of your other files that don't play and see whether this is consistent?
 
@@Luke, the nuisance here is that the LG player doesn't seem to be throwing an error when playback fails, which is consistent with past problems.
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henriquefer

 

I don't know whether it is meaningful, or if it just a description difference in the file.

 

In MediaInfo, the file you provided that works fine is listed as 

 

Format                                   : E-AC-3 JOC

Format/Info                              : Enhanced AC-3 with Joint Object Coding
Commercial name                          : Dolby Digital Plus with Dolby Atmos
Codec ID                                 : A_EAC3
 
whereas in the case of the two files that don't work,
 
Format                                   : E-AC-3
Format/Info                              : Enhanced AC-3
Commercial name                          : Dolby Digital Plus
Codec ID                                 : A_EAC3
 
Can you check a few of your other files that don't play and see whether this is consistent?
 
@@Luke, the nuisance here is that the LG player doesn't seem to be throwing an error when playback fails, which is consistent with past problems.

 

 

Thank you for your analysis.

 

I run MediaInfo on linux for the same files. Here is the output: 

 

The file that works: 

Audio

ID                                       : 2

Format                                   : E-AC-3

Format/Info                              : Enhanced Audio Coding 3

Format profile                           : E-AC-3+Atmos / E-AC-3

Codec ID                                 : A_EAC3

Duration                                 : 54 min 43 s

Bit rate mode                            : Constant

Bit rate                                 : 768 kb/s

Channel(s)                               : 15 objects / 6 channels

Channel positions                        : 15 objects / Front: L C R, Side: L R, LFE

Sampling rate                            : 48.0 kHz

Frame rate                               : 187.500 FPS (256 SPF)

Compression mode                         : Lossy

Stream size                              : 301 MiB (3%)

Language                                 : English

Service kind                             : Complete Main

Default                                  : Yes

Forced                                   : No

 
The file that does not work:
 Audio

ID                                       : 2

Format                                   : E-AC-3

Format/Info                              : Enhanced Audio Coding 3

Codec ID                                 : A_EAC3

Duration                                 : 54 min 21 s

Bit rate mode                            : Constant

Bit rate                                 : 448 kb/s

Channel(s)                               : 6 channels

Channel positions                        : Front: L C R, Side: L R, LFE

Sampling rate                            : 48.0 kHz

Frame rate                               : 187.500 FPS (256 SPF)

Compression mode                         : Lossy

Stream size                              : 174 MiB (6%)

Language                                 : English

Service kind                             : Complete Main

Default                                  : Yes

Forced                                   : No

Statistics Tags Issue                    : no_variable_data 1970-01-01 00:00:00 / no_variable_data 2010-02-22 21:41:29

FromStats_BitRate                        : 448000

FromStats_Duration                       : 00:54:21.024000000

FromStats_FrameCount                     : 101907

FromStats_StreamSize                     : 182617344

 

Example of other files that work:

Audio

ID                                       : 2

Format                                   : E-AC-3

Format/Info                              : Enhanced Audio Coding 3

Codec ID                                 : A_EAC3

Duration                                 : 54 min 43 s

Bit rate mode                            : Constant

Bit rate                                 : 640 kb/s

Channel(s)                               : 6 channels

Channel positions                        : Front: L C R, Side: L R, LFE

Sampling rate                            : 48.0 kHz

Frame rate                               : 187.500 FPS (256 SPF)

Compression mode                         : Lossy

Stream size                              : 251 MiB (3%)

Title                                    : English

Language                                 : English

Service kind                             : Complete Main

Default                                  : Yes

Forced                                   : No

 

Audio

ID                                       : 2

Format                                   : E-AC-3

Format/Info                              : Enhanced Audio Coding 3

Codec ID                                 : A_EAC3

Duration                                 : 46 min 41 s

Bit rate mode                            : Constant

Bit rate                                 : 640 kb/s

Channel(s)                               : 6 channels

Channel positions                        : Front: L C R, Side: L R, LFE

Sampling rate                            : 48.0 kHz

Frame rate                               : 187.500 FPS (256 SPF)

Compression mode                         : Lossy

Stream size                              : 214 MiB (3%)

Title                                    : English

Language                                 : English

Service kind                             : Complete Main

Default                                  : Yes

Forced                                   : No

 
​I see this major different between the files that work and the ones don't:
Statistics Tags Issue                    : no_variable_data 1970-01-01 00:00:00 / no_variable_data 2010-02-22 21:41:29

FromStats_BitRate                        : 448000

FromStats_Duration                       : 00:54:21.024000000

FromStats_FrameCount                     : 101907

FromStats_StreamSize                     : 182617344

 

 

I did not find any other files that do not work (without subtitles).

 

----

 

The LG media player seems to have move issues... The files that I sent you and work, they do not play if subtitles (SUBRIP) are active. They only play with SRT subtitles

Edited by henriquefer
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