Plays But Then Freezes

[adanecki 3]

This may or may not be related to the issue I was having over the weekend with getting Emby to work on DSM7 on my Synology DS216j. That was resolved, not sure how, but Emby 4.6.7 finally was able to stay running (it would install, but would "manually stop" and the server wouldn't stay running). The FireTV I have is the 4k Max.

Everything re-indexed fine yesterday as I had to create new users for the FireTV to log into, which wasn't an issue to me. But now it'll play a movie or TV show and then stop, freeze, and kick back to the selection screen of whatever I was watching. Most times it doesn't save the spot where it froze at. Sometimes it plays through an episode or two like it did this morning, other times it only gets 5 minutes in and starts acting up.

I grabbed the log file as soon as it happened, but not sure how to interpret it. And wasn't sure if it's "safe" to post here publicly. The timestamp where it looks like it started is 2022-05-30 08:26:43.462, just to reference later.

Thank you!

[ebr 16184]

1 hour ago, adanecki said:

But now it'll play a movie or TV show and then stop, freeze, and kick back to the selection screen of whatever I was watching.

Hi.  The next time that happens, please  follow the instructions to send a log from the app and then also post the server and any ffmpeg logs that are created at that same time.

Thanks.

 

 

[adanecki 3]

29 minutes ago, ebr said:

Hi.  The next time that happens, please  follow the instructions to send a log from the app and then also post the server and any ffmpeg logs that are created at that same time.

Thanks.

 

 

Ok, if I'm understanding the instructions correctly I turn on the debug in the Emby webpage, Settings (cogwheel) --> Advanced --> Logs --> "Enable debug logging"? And then from my firestick I can send the logs straight from the Emby App under the user that I'm using?

[ebr 16184]

No, you turn on the debug options in the Emby app (General Display->all the way at bottom).

[adanecki 3]

12 minutes ago, ebr said:

No, you turn on the debug options in the Emby app (General Display->all the way at bottom).

Thank you.. would've never found that. And then from where do I send the logs? I'm restarting a show to get it to freeze again. Once the logs are submitted, will I then be contacted via email or how do I follow up with someone?

[ebr 16184]

From the article I linked:

Now there will be a new option on the user menu at the top of your app home page labelled "Send Log".  

 

  Quote

If you are using Android TV/Fire TV and your problem is with playback, please send the log directly from the playback OSD.
There will be an option on the "cog" menu.

 

Reproduce your problem and then use this button to send the log.  Then add the following information to your report in the forum:

 

• Exactly what you were doing and what happened.  Include the name of whatever you played if it is a playback problem
• The time you sent the log (in Eastern Time please - UTC -5)
• The name of the Emby user on the local server that was logged in at the time

[adanecki 3]

Ok. I did read it, but didn't see a new option for "Send Logs". So just trying to verify..

Trying to replicate the issue now. So far the shows playing fine, but will look for the Send Log option when it freezes again.

Thank you, ebr!

[adanecki 3]

2 hours ago, ebr said:

 Then add the following information to your report in the forum

I need help understanding this part. I just had the show freeze and kick back, and immediately sent logs from the Emby app on my FireTV.

Thanks..

[ebr 16184]

19 hours ago, adanecki said:

I need help understanding this part. I just had the show freeze and kick back, and immediately sent logs from the Emby app on my FireTV.

Thanks..

 

22 hours ago, ebr said:

• The time you sent the log (in Eastern Time please - UTC -5)
• The name of the Emby user on the local server that was logged in at the time

Thanks.

[adanecki 3]

Am I posting that information here? Is there somewhere else I share that? Sorry, that's what's confusing to me. I don't know where to share that information.

I don't mean to be difficult, but the instructions are pretty vague.

[ebr 16184]

Hi.  Yes, right here.  The instructions say "then add the following information to your report in the forum". 

Do you have a suggestion on how to make that more clear?

Thanks.

[adanecki 3]

27 minutes ago, ebr said:

Hi.  Yes, right here.  The instructions say "then add the following information to your report in the forum". 

Do you have a suggestion on how to make that more clear?

Thanks.

Gotchya. I had been watching a movie, waiting for the problem to replicate. And it just did. Funny cause I was just thinking as I read your reply about how the movie has been fine for a while, and it just froze and kicked back.

05/31/2022 1117EST, sent logs right after it happened, and user is "firetv". Was watching "Escape Room Tournament of Champions". The other annoying thing is that it doesn't even save where it froze and kicked back at. Just asking me to play it as if it hasn't been played before..

As for a suggestion, I'm not sure.. I'm an advocate for really dumbing down instructions. "Barney style" as they say in the military lol. So maybe something like "1) make a post on the forum explaining the issue (I realize that the word "report" may have thrown me off) 2) enable debugging right away (with screenshots) and attempt to replicate issue 3) once issue is replicated, send logs (with screenshots where that option is), and reply to original forum post with information. 

I don't know... You can keep the original wording, I don't mean to be a pain. Now that I know what to do lol.

I appreciate your help!

Edited May 31, 2022 by adanecki

[ebr 16184]

Hi.  I found your recent log and (I think) your previous one as well and both show the same issue - the device is losing the connection to the server.  Is it wireless?

05-30 14:29:12.461 28071 28071 I System.out: java.net.ConnectException: Failed to connect to /192.168.86.216:8096
...
05-30 14:29:12.463 28071 28071 I System.out: Error getting playback stream info
...
05-30 14:29:15.581 28071 28071 I System.out: java.net.ConnectException: Failed to connect to /192.168.86.216:8096
...
05-30 14:29:15.582 28071 28071 I System.out: Error retrieving item for recommendation
05-30 14:29:15.582 28071 28071 I System.out: VolleyError com.android.volley.NoConnectionError: 
...
05-30 14:29:18.700 28071 28071 I System.out: java.net.ConnectException: Failed to connect to /192.168.86.216:8096

 

[adanecki 3]

That's very strange. The DS216j is hardlined, but the FireTV Max is WiFi. Haven't had any issues until I upgraded DSM from 6 to 7.

I do have an Ethernet adapter for the firestick I can try and use to see if that fixes it.

[Luke 42078]

3 hours ago, adanecki said:

That's very strange. The DS216j is hardlined, but the FireTV Max is WiFi. Haven't had any issues until I upgraded DSM from 6 to 7.

I do have an Ethernet adapter for the firestick I can try and use to see if that fixes it.

Let us know how you get on. Thanks.