Difficulty with some files on a Sony TV (green bars)

[Chiefmas 40]

One of my uses has trouble playing some files. Most of the time everything works fine, but has run into some files that give her trouble. I am still gathering data, but I think the commonality might be that the files are HEVC encoded. Her TV is supposed to handle this but I suspect it might be having an issue. She can tell when it's going to happen, because she gets these green bars at the top and bottom of the video. I'm just wondering if anyone else has seen this problem and knows of either a fix or can confirm it's the hevc files, or just provide me any ideas in general on what's happening. Thanks!

Blurry pic attached

 

[Luke 42083]

 

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

 

[Chiefmas 40]

Ok attaching some logs, I think I have the corresponding transcode log. User said it happened with No Hard Feelings, Silence of the Lambs, and The Sixth Sense.

 

embylogs.zip

[Luke 42083]

Strange. 

 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.

 

[Chiefmas 40]

I'll see if I can get her to do so, and report back any results.

Thanks!

 

[Luke 42083]

4 hours ago, Chiefmas said:

I'll see if I can get her to do so, and report back any results.

Thanks!

 

That would be great. Thanks !