Emby for Android crashes when attempting to view the guide

[SteveFintel 30]

Any attempt to view the live TV guide (either selecting guide from the main screen or tap up arrow while watching live video) brings up a blank guide and then crashes. I've tried this on version 2.1.16a and 2.1.22a on multiple Firestick 4K devices. I've attached to log from a freshly booted server where this error occurred.

embyserver.txt

[ebr 16169]

Please reproduce the issue and then  follow the instructions to send a log from the app

 

 

[SteveFintel 30]

I just sent the log.

• I started the app, navigated to the guide and then tried to navigate inside the blank guide. The app stopped responding and within about 15 seconds it rebooted
• The failure occurred at November 29, 2024 at 2:03 PM Eastern 
• The Emby user name is 'Fintel Family'

[ebr 16169]

Thanks but the server log you provided doesn't seem to include this same issue.  I think this may be related to 

 

[SteveFintel 30]

I'll recreate the problem and send a new log shortly. In the meantime, the log is available because the 'On Now' section is populated and correct. This only occurs on the Amazon devices. I have a few Android TV (Shield and Sony) and web clients that are working flawlessly.

[ebr 16169]

1 minute ago, SteveFintel said:

I'll recreate the problem and send a new log shortly. In the meantime, the log is available because the 'On Now' section is populated and correct. This only occurs on the Amazon devices. I have a few Android TV (Shield and Sony) and web clients that are working flawlessly.

The issue identified in the other topic is related to the sort order so limited to the guide.

If you can just provide the server log from when the issue occurs, I can confirm if this is the same issue.

Thanks.

[SteveFintel 30]

I just captured the log. Here it is: embyserver.txt

[SteveFintel 30]

If that is the problem (I did recently change the guide sort order), how do I fix it? The crash occurs when I try to move the highlight on the guide.

[ebr 16169]

That server log also does not contain a query for the live TV channels...

2 minutes ago, SteveFintel said:

how do I fix it? The crash occurs when I try to move the highlight on the guide

If you arrow all the way to the right on the top line and then go down, can you get to the "..." menu to change the sort order?

[SteveFintel 30]

When I bring up the guide and tap the up arrow button on the remote, the client becomes non-responsive and the crash occurs within 15 seconds. So I cannot change the sort order.

Also, I'm not sure why the log doesn't show the query. I definitely recreated the crash on the client.

[ebr 16169]

Hi.  Can you try searching for our standard android app (Just "Emby" on Amazon and "Emby for Android on Google) on the same device's app store and see how that compares?

Thanks.

 

[SteveFintel 30]

I was able to download and install the Emby for Android app from the Amazon store. The guide functions as expected there however that app is missing the required functionality to watch from the beginning of a program as it's being recorded. 

[Luke 42077]

58 minutes ago, SteveFintel said:

I was able to download and install the Emby for Android app from the Amazon store. The guide functions as expected there however that app is missing the required functionality to watch from the beginning of a program as it's being recorded. 

Hi, what makes you think this?

[SteveFintel 30]

I tried it for an in-progress recording and while I was able to watch from the start of the recording, I was not able to skip ahead like I can with Emby Theater. Sorry I wasn't more clear earlier.

[SteveFintel 30]

I was thinking about this: I'll admit I don't know much about Emby's client / architecture but the server may never know that the client couldn't display the guide. Because this failure only occurs on the Amazon versions of Android, it seems to point in a failure in the Amazon code.

In any case, how do I restore guide functionality until this problem is fixed? I believe this problem started cropping up when I changed the guide display ordering to 'Default Channel Order'.

[ebr 16169]

I can't explain why you are seeing this in the Amazon version only as there are no differences in this area between the Amazon and Google versions of that app.

For now, you would need to use the standard app until we can get the fix in the server pushed out.

[ebr 16169]

Actually, I'm not sure your issue is the same as the one above.  I think, instead, it may be memory-related (which would explain why only on the Amazon device).  Your best move is the standard app but you could also try reducing the number of channels in your guide and see if that helps.

[SteveFintel 30]

I removed about 25 channels and the Amazon client still crashes.  One device is a FireStick 4K and the other is the FireTV 4K (the one that looks like a pendant). Neither have many apps installed over what the device comes with. Were you able to retrieve the client logs?

I can't use the standard app because it doesn't allow me to watch an in-progress recording and skip through the commercials. This is a required feature for me.

[ebr 16169]

15 hours ago, SteveFintel said:

I removed about 25 channels and the Amazon client still crashes.

How many channels do you have total?

15 hours ago, SteveFintel said:

Were you able to retrieve the client logs?

Yes, they are indicating some sort of memory issue.

[SteveFintel 30]

93 total (all OTA), 42 have been disabled from the guide.

[ebr 16169]

2 minutes ago, SteveFintel said:

93 total (all OTA), 42 have been disabled from the guide.

Okay, that's surprising.  That should be no problem at all...

I was able to reproduce this issue - once - but when I re-entered the app, I was able to change back and forth between different sorts with no problem. That is with 729 channels on a Fire TV Max 4K.

Have you tried re-starting the device?

[SteveFintel 30]

I have tried restarting the device and there's no change.

Is there any way I can change the channel ordering because I think that is what started this behavior in the first place?

 

[ebr 16169]

You can try changing it for that same user in the web app but I'm not positive that's what the problem is.

[SteveFintel 30]

OK, now we're getting somewhere. I changed the user account on the FireStick and the guide worked. Do you suggest deleting that user and then add them back?

[ebr 16169]

16 hours ago, SteveFintel said:

Do you suggest deleting that user and then add them back?

No, I would just suggest changing their guide sort order in the web app.