Movie not playing 2.083 but plays elsewhere

[80srule 33]

I had my friend message saying that she can’t watch this movie. I went in I’m running the same app 2.083 same box. And it picks right up and starts playing for me. For her she says it comes up and you get a little rated are up in the corner but then the screen goes black and even after three minutes nothing is happening. When I look at the server, it shows that she started it and then finish playing at three minutes later.  
 

I had her send the log files for username is Mads1111 

Running server beta 4.8.0.39

[Luke 42078]

Hi, please attach the emby server and ffmpeg log files as well. thanks.

[80srule 33]

I am not sure if this is the right ffmpeg. She finally got it to play after it stayed on a black screen for some time on the mobile version. 
 

ffmpeg-transcode-59fcd722-88e3-44be-bcbf-685af4fa3c9b_1.txt embyserver-63825667199.txt

[ebr 16177]

Hi.  Unfortunately the app log was almost empty.  Are you sure she sent it right after the issue?

Looking at the ffmpeg log, it looks like the remote connection is requiring a transcode for bitrate reduction and she also has graphical (PGS) subs selected.  This would put a fairly high strain on your server.  What hardware is that running on?

If she de-selects the subtitles before playback, does it start quicker?

[80srule 33]

13 hours ago, ebr said:

Hi.  Unfortunately the app log was almost empty.  Are you sure she sent it right after the issue?

Looking at the ffmpeg log, it looks like the remote connection is requiring a transcode for bitrate reduction and she also has graphical (PGS) subs selected.  This would put a fairly high strain on your server.  What hardware is that running on?

If she de-selects the subtitles before playback, does it start quicker?

I will have her try it. As far as the log file it wasn't right after no. As I didn't think about a log file till after Luke said something.