EMBY Windows 2.213.2.0 TV crashing on new Acer laptop

[easperhe 4]

All,

I have a new Acer Aspire A515-58PT laptop using Intel i5-13420H CPU with Intel UHD Graphics with windows11 64bit. I believe all the drivers are updated. The new emby is crashing pretty quickly every time I try to watch either live TV or a recorded TV program. Attached is the embyserver.txt. I downloaded the new emby on my desktop computer using 4060Ti GPU and I seem to have no issue.

I wanted to try emby theatre on the Acer laptop but can't see how to download that. 

Thanks for any help you can provide.

 

embyserver.txt

[Luke 42077]

Hi, are there any entries in windows event viewer about the crash?

[easperhe 4]

Sorry for late reply. Got busy with other stuff.

Here are images of event viewer that are associated with the last crash. Note, Emby seems to last longer, but still hang, when I convert display from 4K to 2K. Is there anyway I can try Emby Theatre in the mean time? I can't find anyway to download Emby Theatre anymore.

[easperhe 4]

Luke, All,

Any ideas here?? It's still crashing. Can I get a pointer to Emby theatre for now?

[visproduction 315]

Online Windows 11 forum posts suggest a Firewall issue is possible.
https://windowsreport.com/event-id-1002/
 

Many suggestions to try:

Quote

Windows Firewall may be interrupting the process.

Also see: https://duckduckgo.com/?q=Windows+11+Application+Hang+Event+1002+Video+playback+bug&ia=web

Hope that helps.

[Luke 42077]

11 hours ago, easperhe said:

Luke, All,

Any ideas here?? It's still crashing. Can I get a pointer to Emby theatre for now?

What version number are you on now?

[Luke 42077]

@easperhe?

[easperhe 4]

Emby Windows: 2.219.2.0 (seems to be latest)

Emby Server: 4.8.11.0

 

[easperhe 4]

Emby Windows: 2.219.2.0 (seems to be latest)

Emby Server: 4.8.11.0

I get a "Emby.Client.WinUI" is unresponsive

[Neminem 1516]

Hmm it can you check again ?

[easperhe 4]

OK - updated EMBY Windows to 2.222.2.0. But still get the same hang. Attached is the windows event info.

[Luke 42077]

Ok @softworkz will take a look. Thanks.

[easperhe 4]

I gave this another shot and Emby still hangs on my windows laptop. The first Error that I see in the embyserver log file is below. FWIW, the live TV plays for ~10 seconds and then hangs. So, not sure how this could be a port mapping issue as that, I would think, would prevent the live TV from playing at all. I also disabled McAfee Firewall (and thus windows firewall) and that did not help. Let me know if you need more info.

2025-08-05 21:04:21.079 Error PortMapper: Error creating port map

Attached are the emby log file and a screen shot of windows event viewer showing the error. I have the latest versions of both the server (4.8.11.0) and client (2.234.2.0).

embyserver Error Cropped.txt

Edited August 6, 2025 by easperhe

[Luke 42077]

On 8/6/2025 at 12:39 AM, easperhe said:

I gave this another shot and Emby still hangs on my windows laptop. The first Error that I see in the embyserver log file is below. FWIW, the live TV plays for ~10 seconds and then hangs. So, not sure how this could be a port mapping issue as that, I would think, would prevent the live TV from playing at all. I also disabled McAfee Firewall (and thus windows firewall) and that did not help. Let me know if you need more info.

2025-08-05 21:04:21.079 Error PortMapper: Error creating port map

Attached are the emby log file and a screen shot of windows event viewer showing the error. I have the latest versions of both the server (4.8.11.0) and client (2.234.2.0).

embyserver Error Cropped.txt 24.33 kB · 0 downloads

Thanks,. We are looking into it.

[easperhe 4]

I only use this laptop for a few things and thus don't use it for months at a time. Would it help if I sent it to you to debug?

[Luke 42077]

2 hours ago, easperhe said:

I only use this laptop for a few things and thus don't use it for months at a time. Would it help if I sent it to you to debug?

Hi, yes please and thanks.

[easperhe 4]

OK - who do i ship to? And, any guesstimate on how long it would take to debug? I have a trip in 2 weeks. So, I imagine it might make more sense to send after that trip (in a month). But it would be great if this was fixed before the trip in 2 weeks.

[easperhe 4]

Hi, I've decided not to take the laptop on my trip. So, I could ship tomorrow if I get info on where to ship. Please advise.

[Luke 42077]

Hi, I'm sorry I misunderstood this. No, you don't need to send us your laptop, but thank you for the offer.

Have you updated to the latest version to see if it still happens with that?

[easperhe 4]

Nope, still crashes:

windows 11 client : 2.234.2.0

windows 11 server : 4.8.11.0

[Luke 42077]

OK we are looking at this. Thanks.

[easperhe 4]

Luke,

I'm a recently retired principle computer engineer from Intel's graphics division in Folsom, CA.

https://www.linkedin.com/in/eric-asperheim-76254b6/

It just seems to me that you could much more effectively debug this issue with the actual hardware. Since EMBY works on both my phone and windows 11 desktop, clearly there is some Acer Aspire A515-58PT laptop HW/Intel Graphics driver (31.0.101.4032)/Emby SW interaction that is causing Emby.Client.WinUI to hang. I'm not sure if you're worried about some kind of liability on my laptop. But, I'll sign something to verify I'm taking a risk sending it to you and I'll remove any personal info before sending. Plus, I can touch base with Intel GPU driver team if needed. Since laptops with Intel 13th Gen CPU/GPU (UHD Graphics for 13th Gen) must be a pretty decent chunk of your customer base, seems like this would be a good thing to investigate.

Let me know. FWIW, I bought this laptop to take with me on my retirement travels. I really wish EMBY would work on it.

Edited October 1, 2025 by easperhe

[Luke 42077]

@softworkzmay have some ideas. Thanks.

[softworkz 5065]

@easperhe - sorry, this conversation hasn't crossed my attention so far.

I have many questions:

- You were posting server logs, but the client is crashing. Is the server installed on the laptop as well?
- In which situations do you see it crashing?
- When you never play any video, doe sthe app ever crash?
- You say it's crashing on video playback - does it always crash? Does it crash with all kinds of videos or just specific ones? Just live tv or also static files?
- Does it make a difference whether it's trranscoding or not? (you can force transcoding by setting a very low quality through the gear menu)
- Intel is known for flaky drivers on new CPU/GPU gens - you mention you have 31.xxx, but the latest drivers are all 32.xxx
- Do you have any non-MS Antivirus installed?
- Do you access your laptop via remote desktop?
- In the app, when you go to Settings >> Video Player - there are three choices (high quality, blanaced, efficient) - does the crash happen with all three choices?
- The logs of the app might be of interest. You find them under Settings >> About - Logs. Please reproduce the crash and post or PM the newest embyclient and the newedt mpv log (if none of the above gives any hint)

Thanks

[easperhe 4]

Yay, latest GPU driver seems to have fixed the issue! Sorry, I thought I had the latest. Thanks!