Different versions of the same movie not visible for different users

[jmsaxman 1]

I'm trying to troubleshoot an issue where not all versions of certain movies are visible to users who should be able to see them.

Emby Server version: 4.8.8.0, running on Ubuntu Server 22.04 LTS with an AMD Ryzen 5 3600X and 32 GB of RAM.

I have an Nvidia GeForce GTX 1650 Super installed to offload some of the work for video transcoding, etc, and based on the server logs, the server does see the card.

Clients are various types of devices running various versions of the Emby client.

I have several movies in my library where additions have been made over time, such as The Abyss (1989).  By 'additions', I mean that the title might have been initially ripped from a DVD and I added the Blu-Ray or 4K version of the same title later.

In the case of The Abyss, I initially ripped the DVD that had the director's cut.  At that time, everything worked fine, and I could play that version with no problems.

A few months ago, I got the 4K release of The Abyss and ripped the 4K and Blu-Ray versions of the movie and added them to the folder.  Emby found the other versions of the movie and generated .nfo files for them.  If I look in that movie folder from the admin console, I see and can pick any of the 5 versions of that movie (director's cut in DVD, 1080p or 2160p resolution and the theatrical release in 1080p or 2160p resolution).

If I look from the Android TV device in my living room (NVIDIA Shield TV Pro from 2019), I can only choose the DVD director's cut I originally added or the 1080p theatrical release.  None of the other versions are visible.  This device is on the same network as my media server.  Both have gigabit connections back to my home network, so I don't think there should be a bandwidth/bit-rate restriction coming into play.  I'm checking on other devices that have access to the media server to see what they show.  So far, an iPhone on a remote network is only showing a subset of the 5 versions that are available on the server. 

This is not the only movie where see this issue, but it's a convenient common point for troubleshooting. It seems to come up for titles where I originally ripped the DVD version and then later got the Blu-Ray and/or 4K version and added that to the library.

In the Network section of my server config:

1. The network my media server and local Android TV device are on are defined as a LAN network in the server. 

2. The maximum number of allowed media streams is currently unlimited

3. The Internet streaming bitrate limited is currently undefined.

I have 300/300 symmetrical Internet service and am not saturating my Internet bandwidth, though that wouldn't apply for the testing I'm doing locally.

Any advice on how I can troubleshoot this further and correct it is greatly appreciated.

[Happy2Play 9782]

Is the same user being used to check for this media?

How is this media organized?

If the issue only in one client?

Honestly sound like user access or parental controls/tags. @jmsaxman

[sa2000 674]

21 hours ago, jmsaxman said:

If I look from the Android TV device in my living room (NVIDIA Shield TV Pro from 2019), I can only choose the DVD director's cut I originally added or the 1080p theatrical release.  None of the other versions are visible.  This device is on the same network as my media server.  Both have gigabit connections back to my home network, so I don't think there should be a bandwidth/bit-rate restriction coming into play.  I'm checking on other devices that have access to the media server to see what they show.  So far, an iPhone on a remote network is only showing a subset of the 5 versions that are available on the server. 

Is this using the server admin user or other user that has some restriction tags.  There was an issue where only 2 versions showed maximum restriction tags were added / removed. In case it is relevant - 

 

Edited June 26, 2024 by sa2000

[jmsaxman 1]

To Happy2Play's questions:

13 hours ago, Happy2Play said:

Is the same user being used to check for this media?

How is this media organized?

If the issue only in one client?

Honestly sound like user access or parental controls/tags. @jmsaxman

Different users are being used to view this media, using different clients (some on iOS or Android devices and some on smart TVs).

This is in a movie library, with one folder per title (ex: "The Abyss (1989)").  All of the different versions of the same movie are in that folder, and there are subfolders for additional content (deleted scenes, interviews, extras, etc).  Everything in the library is owned by the emby user/group.

There are no access control tags on this title - verified in the .nfo files.  There are are access control tags for other titles in the library, however.  As a test, I can remove the access control tags from other titles in the library or remove the tag-based restrictions from one of the users if needed.

Directory listing for the movie in question.

admin@phaser:/media/data01/movies/The Abyss (1989)$ ls -al
total 200941876
drwxrwxr-x   8 emby emby        4096 Jun 26 09:03  .
drwxrwxr-x 537 emby emby       36864 Jun 15 08:21  ..
-rw-r--r--   1 emby emby     1514367 Sep 24  2023  clearlogo.png
drwxrwxr-x   2 emby emby        4096 Nov  7  2020 'deleted scenes'
drwxrwxr-x   2 emby emby        4096 Jun 15 08:14  extras
-rw-r--r--   1 emby emby      148109 May 27  2023  fanart.jpg
drwxrwxr-x   2 emby emby        4096 Jun 15 08:14  featurettes
drwxrwxr-x   2 emby emby        4096 Nov  7  2020  interviews
-rwxrwxr-x   1 emby emby           0 Apr 30  2020  J0141.txt
-rw-rw-r--   1 emby emby           0 Jun 15 08:13  J2883U.txt
-rw-r--r--   1 emby emby      324990 Sep 24  2023  landscape.jpg
-rw-r--r--   1 emby emby      631557 Oct  5  2022  poster.jpg
drwxrwxr-x   2 emby emby        4096 Nov  7  2020  scenes
-rw-r--r--   1 emby emby 32785614576 Jun 15 00:43 'The Abyss (1989) - 1080p.mkv'
-rw-r--r--   1 emby emby       11123 Jun 15 08:28 'The Abyss (1989) - 1080p.nfo'
-rw-r--r--   1 emby emby 58215366083 Jun 15 09:17 'The Abyss (1989) - 2160p.mkv'
-rw-r--r--   1 emby emby       11427 Jun 15 10:29 'The Abyss (1989) - 2160p.nfo'
-rw-r--r--   1 emby emby 38925681296 Jun 15 01:08 'The Abyss (1989) - Director'\''s Cut 1080p.mkv'
-rw-r--r--   1 emby emby       10645 Jun 26 09:03 'The Abyss (1989) - Director'\''s Cut 1080p.nfo'
-rw-r--r--   1 emby emby 69605555364 Jun 15 10:03 'The Abyss (1989) - Director'\''s Cut 2160p.mkv'
-rw-r--r--   1 emby emby       10921 Jun 15 10:38 'The Abyss (1989) - Director'\''s Cut 2160p.nfo'
-rw-r--r--   1 emby emby  6229329273 May  2  2020 'The Abyss (1989) - Director'\''s Cut 480p.mkv'
-rw-r--r--   1 emby emby        9524 Jun 15 08:14 'The Abyss (1989) - Director'\''s Cut 480p.nfo'
drwxrwxr-x   2 emby emby        4096 Sep 14  2022  trailers

 

[jmsaxman 1]

2 hours ago, sa2000 said:

Is this using the server admin user or other user that has / had some restriction tags.  There was an issue where only 2 versions showed maximum restriction tags were added / removed. In case it is relevant - 

I read through this post, and the behavior seems to match up to what I've seen.  I'll do some testing on my end and see if I can reproduce it.

Thank you

[jmsaxman 1]

I tested with the Android TV device in my living room, and removing the access restriction tag from the user associated with the device resolved the issue.  Are there plans to fix the tag restriction functionality in a future release?

[sa2000 674]

1 hour ago, jmsaxman said:

Are there plans to fix the tag restriction functionality in a future release?

I believe the problem / bug is understood. I would expect it to get fixed.

[Luke 42080]

It could be due to the 2-limit issue mentioned in that other topic, which has been resolved on the beta channel if you need immediate relief.

[jmsaxman 1]

On 6/26/2024 at 2:52 PM, Luke said:

It could be due to the 2-limit issue mentioned in that other topic, which has been resolved on the beta channel if you need immediate relief.

It's not a critical issue.  I can wait for the fix to make it into an official release.  Thank you all for the help and insight!