Issue with connecting after setup

[Kordra 2]

I have Emby set up and it works fine on my Roku stick, on my Google phone and Samsung tablet. However, it does not work on my Fire Stick . I can get it set up and it will work the first time but after I close out and reload it, I get an indefinite spinning circle. A brief message says invalid username and password but it never fails and never lets me re-enter the password or try to log in again. If I clear all the cache and force stop the app it will work again. But as soon as I close it out the same problem happens again until I do the same thing to get it to work again. I'm looking for a solution so that I can watch it on my Fire TV without have to kill the app each time. Sometimes you have to do it several times to get it to kill the app.

[ebr 16178]

Hi.  How are you logging in?  Is it trying to log in automatically the second time?

Are the values for LAN and WAN address on your server dashboard correct?

[Kordra 2]

 

I tried both ways ... Initially it was not set to auto-login so after resetting the app it tried using the auto feature but it do not work either way.

The server has the correct information and it works fine on several platforms in the house (Roku Stick, Android app on both my Pixel phone and Samsung tablet) so it doesn't seem to be a network issue. I think the app is trying to authenicate to some remote server and failing and getting stuck in a loop. Cache clear and force stop on the Emby app on the  FireStick and it works again until you close the Emby app. As long as you don't connect to the server the app works but after that first connection it will not bring up the log on screen when you launch the app until you force stop and clear cache. 

 I did submit my logs through the option in the app on the FireStick in cause those can't be reviewed.

Edited March 18, 2023 by Kordra

[Kordra 2]

Update:

I tried both ways ... Initially it was not set to auto-login so after resetting the app I tried using the auto feature but it did not work either way.

The server has the correct information and it works fine on several platforms in the house (Roku Stick, Android app on both my Pixel phone and Samsung tablet) and stays logged in on those devices does so it doesn't seem to be a network issue. I think the app is trying to authenicate to some remote server and failing and getting stuck in a loop. Cache clear and force stop on the Emby app on the  FireStick and it works again until you close the Emby app. As long as you don't connect to the server the app works but after that first connection it will not bring up the log on screen when you launch the app until you force stop and clear cache. The only app that does this is the FireStick app.

 I did submit my logs through the option in the app on the FireStick in case those can't be reviewed.

Spoiler

 

 

Edited March 18, 2023 by Kordra

[ebr 16178]

3 hours ago, Kordra said:

I did submit my logs through the option in the app on the FireStick

Exactly how and when did you do this?

[Kordra 2]

There is an option in the app to to send logs

[Kordra 2]

Here is a video of the step I take

[ebr 16178]

In that video, you exited the app and then re-launched it and, after several seconds, you were back at the launch screen.  Did you press a button to get there or did it just go back there on its own?

[Kordra 2]

Please watch the video one more time. The app launches and works properly as you can see by playing the video. When I close out of the app and open it again, you get an infinite spinning circle like shown in the video. This will happen every single time you try to open the app. It never closes and stays in that same state until you follow the steps after that in the video. Once I follow the following steps in the video, I can get the app to launch again. Once I close it out it does the same thing unless I follow the other steps to force stop and clear cache. 

Edited March 19, 2023 by Kordra
Typo

[Kordra 2]

Do you have a support line for members with lifetime subs? The site only allows 190MB files and the steps are hard to complete fast enough to keep the video file size low enough to upload

[pwhodges 2012]

This forum is where support is provided (by the developers).  Most diagnosis is performed by examining the server logs, which are easy to upload, and as you know, some apps can also send logs.  If you want to make bigger videos, you need to find a way to host them.

Paul

[Kordra 2]

In that case please review the video once more and let me know if there is anything else I can try or if the issue is with the app.

[Kordra 2]

I was able to get pics of the errors that flash up

[ebr 16178]

On 3/18/2023 at 9:07 PM, Kordra said:

There is an option in the app to to send logs

 

On 3/18/2023 at 4:43 PM, ebr said:

Exactly how and when did you do this?

Also, how long have you let it sit with that spinner?

[Kordra 2]

There isn't much to it. There is an option in the app that says Send Log. I clicked it, agreed to the disclaimer and clicked OK and a message came up saying the logs were sent to support. There were no other details given other than that message. I don't know the exact time it was after I got back in the app. I am not sure if the logs were sent since you have to clear all the files to get the app to open again as mentioned before.

I didn't time how long but it was at 10 minutes before gave up.

I feel like we are running on circles here. Is there any way to get a refund for this product since it doesn't work for me?b

 

Edited March 20, 2023 by Kordra

[ebr 16178]

Hi.  Can you try sideloading our standard android app on the same device and see how that compares?

https://emby.media/emby-for-android.html

Thanks.

 

[Kordra 2]

1 hour ago, ebr said:

Hi.  Can you try sideloading our standard android app on the same device and see how that compares?

https://emby.media/emby-for-android.html

Thanks.

 

I am not familiar with the process and honestly at this point I'd prefer to pursue a refund.. I've spend far to long to get the app to simply open consistently and it's a common trene on the Android reviews for Emby  Many have this very same issue with the app on Android devices in the app ratings and reviews.

[ebr 16178]

Hi.  Whatever this is has to be something environmental or related to some specific rare set of conditions as the vast majority of people do not have the problem.  We just need to somehow figure out what that is.

It would be very helpful if you could try the standard app since that will be eventually released on the TV platform as well.  Premiere provides much more than just access to this app as well.

[Kordra 2]

I was able to sideload the following apk below and it working. Appear to be the same or similar to the Google version of the app.

https://github.com/MediaBrowser/Emby.Releases/raw/master/android/emby-android-google-armeabi-v7a-release.apk

Bit frustrating to say the least. Hopefully I it will be updated on the app store Fire devices soon.