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Dannick

Black screen showing on Safari and Chrome while streaming on iphone

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Dannick

I'm currently sharing media content from my emby server with some of my friends. Black screen is just shown when one of my friends streams movies on Safari or Chrome with his iphone. We have no idea what's going on. He can stream movies from my server on browsers with his other Android and Windows devices. We haven't tried Microsoft edge or other browsers on iphone yet. Some photos are attached below.

What could be the solution for this issue?Please help me out. It's really important to me.

Thanks in advance

IMG_20200906_013215.jpg

IMG_20200906_013159.jpg

Edited by Dannick

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Dannick
6 minutes ago, Luke said:

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

These are all of my emby server logs. Is there any more information you would need? Please help me out

embyserver.txt embyserver-63734688000.txt embyserver-63734699816.txt embyserver-63734705937.txt embyserver-63734774397.txt embyserver-63734775935.txt embyserver-63734860800.txt embyserver-63734947200.txt ffmpeg-transcode-0d241b90-e043-4eac-93ac-2073efed9918_1.txt ffmpeg-transcode-0e7c4911-b77d-480a-ac84-b4ea31f5a563_1.txt ffmpeg-transcode-1b0683d2-811d-464d-bbc2-f29b1748bdbf_1.txt ffmpeg-transcode-4b90e603-fb5b-4f1c-bff3-ea536329040a_1.txt ffmpeg-transcode-4fa4c5d2-5d20-49aa-afee-e8a35e59147b_1.txt ffmpeg-transcode-5a0ffc34-011e-447a-aaf2-1ac16b9983ce_1.txt ffmpeg-transcode-5f198d38-4f4d-4468-b289-eb2e5e70dc56_1.txt ffmpeg-transcode-6f9e2ae4-6066-4877-b3d8-4b4054929b46_1.txt ffmpeg-transcode-7a27ad2f-3ce8-4afa-9269-dfddff497be7_1.txt ffmpeg-transcode-7ac6575e-0e45-465e-bac2-39288cfcb7a6_1.txt ffmpeg-transcode-9e983db1-0c29-403c-9b7a-a0247c850fed_1.txt ffmpeg-transcode-24b9f179-63b1-4bf3-ad21-f4fe70ab724e_1.txt ffmpeg-transcode-41c250b3-36bc-4c8a-82ac-2240a06f135c_1.txt ffmpeg-transcode-50b297cc-4471-4f40-afba-de19a3e3fd7d_1.txt ffmpeg-transcode-80d97e22-29b3-4e2a-8e65-21991e43ab69_1.txt ffmpeg-transcode-83aeb9cc-045e-47c1-943b-0a1c49621c0b_1.txt ffmpeg-transcode-174b72b7-5bcf-487d-a033-8050112cd4ca_1.txt ffmpeg-transcode-487b6c62-d328-47f4-aa89-f4a89e4bbc35_1.txt ffmpeg-transcode-570ab85b-8314-4ed6-93be-b9f46ea56e86_1.txt ffmpeg-transcode-01837ba2-5b25-4f9c-b9d7-01e4ae960ecf_1.txt ffmpeg-transcode-3404eca0-8fdd-4871-a365-1144dbc211f1_1.txt ffmpeg-transcode-9390a3f6-a825-494a-ad7b-65d4c9b40da9_1.txt ffmpeg-transcode-9958dc2f-39cf-4d96-81ff-1b696c6db5ed_1.txt ffmpeg-transcode-604761ad-5fe7-46ed-ad6d-3914f8fb6f83_1.txt ffmpeg-transcode-b9b68bc1-d58f-4bdf-90c5-f69bcf9b32fe_1.txt ffmpeg-transcode-be98c9e9-5709-44d2-a7e2-c6e370988a7e_1.txt ffmpeg-transcode-c0a75cf5-c594-4e02-8adc-65684b3d1763_1.txt ffmpeg-transcode-c6737dd7-5e1b-478c-8c64-2a73be7ee2f1_1.txt ffmpeg-transcode-db23362f-76b3-4a74-afcc-69d09677a1f4_1.txt ffmpeg-transcode-df8a6778-42b2-4c05-907f-1b8b24908c03_1.txt ffmpeg-transcode-df620970-422c-4e24-89e5-39be499c9a6b_1.txt ffmpeg-transcode-e1e21a9e-4dd5-4283-bb9c-38fea993a9ad_1.txt ffmpeg-transcode-e36b2c33-7bbc-4b80-a782-0f65f6b01c62_1.txt ffmpeg-transcode-e454bec5-5646-4f18-9c15-f03eb01da38a_1.txt ffmpeg-transcode-eb811a1a-284d-4adc-8c94-14d5e85ee345_1.txt ffmpeg-transcode-ec6e2c4d-0912-433d-84dd-0f27267f27fa_1.txt ffmpeg-transcode-eecfe192-2cbd-4a9d-b823-347b2b312fa4_1.txt ffmpeg-transcode-f2f8012e-523d-4aab-bf79-ac4fa293badd_1.txt ffmpeg-transcode-f5d77e9b-3380-43b7-ac3f-e60656d4ba51_1.txt ffmpeg-transcode-ff01cb6c-b708-40ba-9f22-a30ad8c02a48_1.txt ffmpeg-transcode-ff910008-9692-417e-bf24-3b39d49309bb_1.txt hardware_detection-63734699864.txt hardware_detection-63734705968.txt hardware_detection-63734775981.txt

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cayars

Hi,

Can you supply the other information besides server logs that Luke asked for?  Refer to his link for information to supply.

Thank you.

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Dannick
3 hours ago, cayars said:

Hi,

Can you supply the other information besides server logs that Luke asked for?  Refer to his link for information to supply.

Thank you.

Hello, I'm a beginner to emby forums so please let me know what kind of information I really need to add besides server logs.

According to 'media playback issues' section in the link, our problem is that only black screen is shown and he can't view anything when streaming movies from my server on Safari and Chrome browsers with his iphone. What we're trying to accomplish is to be able to stream movies on browsers with iphone. Where we're getting stuck is that he can't see anything when he plays a movie from my server on Safari or Chrome browsers with his iphone. We didn't see any error messages though. All of my server logs are attached above. I haven't taken any actions yet. Should we switch browsers like Microsoft Edge? What could be the solution to this issue? Please help me out. Thank you.

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cayars

Why aren't you using the app vs the browser on the iPhone?

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Dannick
51 minutes ago, cayars said:

Why aren't you using the app vs the browser on the iPhone?

Because I don't have Emby premiere yet. I notice Emby for iOS is only for Emby premiere users. I'm a new user so I want to start trying Emby for free with browsers.

It's working fine on Chrome browser of Android phones. This issue is only happening on Safari and Chrome browsers of iPhone.

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cayars

That's a good reason. :)

You are probably aware but you can purchase a lifetime unlock specifically for the iOS device for a few bucks.

As you progress through testing you may also want to test out Premiere for a month as well which will unlock all apps for testing as well as allow you to try some of the cool Premiere features such as cinema trailers, Coverart, backup plugin, and even Live TV (with IPTV source or Locast).  The knowledge base article below covers this info pretty well.

https://support.emby.media/support/solutions/articles/44001173099-emby-premiere-feature-matrix

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Dannick
5 hours ago, cayars said:

That's a good reason. :)

You are probably aware but you can purchase a lifetime unlock specifically for the iOS device for a few bucks.

As you progress through testing you may also want to test out Premiere for a month as well which will unlock all apps for testing as well as allow you to try some of the cool Premiere features such as cinema trailers, Coverart, backup plugin, and even Live TV (with IPTV source or Locast).  The knowledge base article below covers this info pretty well.

https://support.emby.media/support/solutions/articles/44001173099-emby-premiere-feature-matrix

Thanks for your info. I'm going to buy emby premiere in 2 months but I really want to know the solution of the issue we're having right now with Safari or Chrome browsers on Iphone. Can you guys help me please? Thanks in advance

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Dannick
On 9/6/2020 at 2:44 AM, Luke said:

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

Hello @Luke, please help me out with this media playback issue on Safari or Chrome with iphone. We've also tried with Microsoft edge on iphone but it's still the same. I really want to know the solution of this issue.

Edited by Dannick

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cayars

Hi Dannick, can you do 2 things for me?

First install the iOS app and try playing back the same media.  Without unlocking the app it will be limited to about a minute of playback but that will tell us if it goes black like on the browsers or if you get a different results.

Then try playing back again via safari.

Right after playback on Safari upload the 1 file which is EmbyServer.txt

Tell us the name of the movie or show (episode) you tried to play and the time so we can find it easy in the log.

Thanks

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Luke
On 9/5/2020 at 4:35 PM, Dannick said:

These are all of my emby server logs. Is there any more information you would need? Please help me out

embyserver.txt 1.42 MB · 1 download embyserver-63734688000.txt 26.63 MB · 0 downloads embyserver-63734699816.txt 99.53 MB · 0 downloads embyserver-63734705937.txt 128.9 MB · 0 downloads embyserver-63734774397.txt 1.85 MB · 0 downloads embyserver-63734775935.txt 28.4 kB · 0 downloads embyserver-63734860800.txt 1.73 MB · 0 downloads embyserver-63734947200.txt 3.35 MB · 0 downloads ffmpeg-transcode-0d241b90-e043-4eac-93ac-2073efed9918_1.txt 106.65 kB · 0 downloads ffmpeg-transcode-0e7c4911-b77d-480a-ac84-b4ea31f5a563_1.txt 66.61 kB · 0 downloads ffmpeg-transcode-1b0683d2-811d-464d-bbc2-f29b1748bdbf_1.txt 10.53 kB · 0 downloads ffmpeg-transcode-4b90e603-fb5b-4f1c-bff3-ea536329040a_1.txt 83.92 kB · 0 downloads ffmpeg-transcode-4fa4c5d2-5d20-49aa-afee-e8a35e59147b_1.txt 26.75 kB · 0 downloads ffmpeg-transcode-5a0ffc34-011e-447a-aaf2-1ac16b9983ce_1.txt 44.59 kB · 0 downloads ffmpeg-transcode-5f198d38-4f4d-4468-b289-eb2e5e70dc56_1.txt 10.53 kB · 0 downloads ffmpeg-transcode-6f9e2ae4-6066-4877-b3d8-4b4054929b46_1.txt 76.11 kB · 0 downloads ffmpeg-transcode-7a27ad2f-3ce8-4afa-9269-dfddff497be7_1.txt 57.2 kB · 0 downloads ffmpeg-transcode-7ac6575e-0e45-465e-bac2-39288cfcb7a6_1.txt 174.95 kB · 1 download ffmpeg-transcode-9e983db1-0c29-403c-9b7a-a0247c850fed_1.txt 84.39 kB · 0 downloads ffmpeg-transcode-24b9f179-63b1-4bf3-ad21-f4fe70ab724e_1.txt 51.13 kB · 0 downloads ffmpeg-transcode-41c250b3-36bc-4c8a-82ac-2240a06f135c_1.txt 10.76 kB · 0 downloads ffmpeg-transcode-50b297cc-4471-4f40-afba-de19a3e3fd7d_1.txt 40.49 kB · 0 downloads ffmpeg-transcode-80d97e22-29b3-4e2a-8e65-21991e43ab69_1.txt 10.57 kB · 0 downloads ffmpeg-transcode-83aeb9cc-045e-47c1-943b-0a1c49621c0b_1.txt 29.05 kB · 0 downloads ffmpeg-transcode-174b72b7-5bcf-487d-a033-8050112cd4ca_1.txt 122.48 kB · 0 downloads ffmpeg-transcode-487b6c62-d328-47f4-aa89-f4a89e4bbc35_1.txt 54.07 kB · 0 downloads ffmpeg-transcode-570ab85b-8314-4ed6-93be-b9f46ea56e86_1.txt 213.5 kB · 0 downloads ffmpeg-transcode-01837ba2-5b25-4f9c-b9d7-01e4ae960ecf_1.txt 10.49 kB · 0 downloads ffmpeg-transcode-3404eca0-8fdd-4871-a365-1144dbc211f1_1.txt 73.15 kB · 0 downloads ffmpeg-transcode-9390a3f6-a825-494a-ad7b-65d4c9b40da9_1.txt 37.01 kB · 0 downloads ffmpeg-transcode-9958dc2f-39cf-4d96-81ff-1b696c6db5ed_1.txt 283.85 kB · 0 downloads ffmpeg-transcode-604761ad-5fe7-46ed-ad6d-3914f8fb6f83_1.txt 60.51 kB · 0 downloads ffmpeg-transcode-b9b68bc1-d58f-4bdf-90c5-f69bcf9b32fe_1.txt 77.2 kB · 0 downloads ffmpeg-transcode-be98c9e9-5709-44d2-a7e2-c6e370988a7e_1.txt 45.55 kB · 0 downloads ffmpeg-transcode-c0a75cf5-c594-4e02-8adc-65684b3d1763_1.txt 36.74 kB · 0 downloads ffmpeg-transcode-c6737dd7-5e1b-478c-8c64-2a73be7ee2f1_1.txt 46.42 kB · 0 downloads ffmpeg-transcode-db23362f-76b3-4a74-afcc-69d09677a1f4_1.txt 10.72 kB · 0 downloads ffmpeg-transcode-df8a6778-42b2-4c05-907f-1b8b24908c03_1.txt 50.73 kB · 0 downloads ffmpeg-transcode-df620970-422c-4e24-89e5-39be499c9a6b_1.txt 75.56 kB · 0 downloads ffmpeg-transcode-e1e21a9e-4dd5-4283-bb9c-38fea993a9ad_1.txt 46.18 kB · 0 downloads ffmpeg-transcode-e36b2c33-7bbc-4b80-a782-0f65f6b01c62_1.txt 40.6 kB · 0 downloads ffmpeg-transcode-e454bec5-5646-4f18-9c15-f03eb01da38a_1.txt 57.81 kB · 0 downloads ffmpeg-transcode-eb811a1a-284d-4adc-8c94-14d5e85ee345_1.txt 10.53 kB · 0 downloads ffmpeg-transcode-ec6e2c4d-0912-433d-84dd-0f27267f27fa_1.txt 19.27 kB · 0 downloads ffmpeg-transcode-eecfe192-2cbd-4a9d-b823-347b2b312fa4_1.txt 322.22 kB · 0 downloads ffmpeg-transcode-f2f8012e-523d-4aab-bf79-ac4fa293badd_1.txt 10.72 kB · 0 downloads ffmpeg-transcode-f5d77e9b-3380-43b7-ac3f-e60656d4ba51_1.txt 86.8 kB · 0 downloads ffmpeg-transcode-ff01cb6c-b708-40ba-9f22-a30ad8c02a48_1.txt 73.35 kB · 0 downloads ffmpeg-transcode-ff910008-9692-417e-bf24-3b39d49309bb_1.txt 10.49 kB · 0 downloads hardware_detection-63734699864.txt 313.99 kB · 0 downloads hardware_detection-63734705968.txt 313.99 kB · 0 downloads hardware_detection-63734775981.txt 313.99 kB · 0 downloads

There's a lot of log files here. Which ones are from the time of the problem? If you don't know then please recreate the problem and get it to happen again, then please attach the log files that were modified during that time frame. Thanks.

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Dannick
On 9/8/2020 at 1:18 AM, cayars said:

Hi Dannick, can you do 2 things for me?

First install the iOS app and try playing back the same media.  Without unlocking the app it will be limited to about a minute of playback but that will tell us if it goes black like on the browsers or if you get a different results.

Then try playing back again via safari.

Right after playback on Safari upload the 1 file which is EmbyServer.txt

Tell us the name of the movie or show (episode) you tried to play and the time so we can find it easy in the log.

Thanks

Hello @cayars , I'm so sorry for my late response. We installed iOS app and tried media playback for 1 minute and it had no issues with movie streaming. No black screen and everything's fine. 

The log file below is uploaded right after playback on Safari. (black screen is still showing)

The name of the movie played is 'Now You See Me 2 (2016)' and the time is around Singapore time 11:15 PM (10 September 2020) (just now)

Thank you

embyserver (1).txt

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Dannick
On 9/9/2020 at 1:57 AM, Luke said:

There's a lot of log files here. Which ones are from the time of the problem? If you don't know then please recreate the problem and get it to happen again, then please attach the log files that were modified during that time frame. Thanks.

Hello @Luke , I'm so sorry for my late response. I recreated the black screen problem again just now and the log file is attached below.

The name of the movie played is 'Now You See Me 2 (2016)' and the time is around Singapore time 11:15 PM (10 September 2020) (just now)

Please tell me if you need any additional information.

Thanks

embyserver (1).txt

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cayars

OK That's because this is a 4K HDR 10 bit HEVC movie.

You're not going to be able to play that back via browser.

4K movies need to be direct played back on a 4K system so you have the correct color space.

 

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Dannick
22 minutes ago, cayars said:

OK That's because this is a 4K HDR 10 bit HEVC movie.

You're not going to be able to play that back via browser.

4K movies need to be direct played back on a 4K system so you have the correct color space.

 

@cayars , I'm sure the video format we tried to play (Now you see me 2) is not 4K HDR 10 bit HEVC. The photo below is the media info of 'Now you see me 2' that we tried to play on Safari.

I also have 4K HDR version of that movie on my server but he has no access to 4K HDR version of the movie.

So I'm 100% sure he just hit 'Play' on 1080p H264 version of the movie when streaming on Safari.

Why did the server play 4K HDR version then?

Thanks for your reply btw

1668635497_Screenshot(544).thumb.png.663796b3cc1daeb5e5de8c0b5e7f1438.png

Edited by Dannick

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cayars

Do me a favor,  try playing it back again and while it's trying to play back take a look at your web console and not if it's direct playing, direct streaming or transcoding.

If transcoding there will be an ffmpeg log file generated and will be with your other logs.

Upload the new log and ffmpeg if there.

Thanks,

Carlo

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Luke

@Dannick were you able to try this?

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