Emby Windows Client Stuck on Backsplash

[anonynot 1]

All of a sudden I can't fully launch the Windows client, it just gets stuck here forever after opening.

I have:
-checked firewall

- updated and reinstalled the app multiple times

- No system events in event viewer (also appears to be running in task manager)

Works completely fine on all other clients. I'm only using the basic Windows AV. After the Windows Store move where can I find more error logs to troubleshoot this, is this happening to anyone else?

[Luke 42077]

Hi, what version of the app do you have installed ?

[anonynot 1]

2.219.0, which was updated from I believe 2.218.0 and also clean installed. It was happening with the older version first though.

Edited March 9, 2025 by anonynot

[Luke 42077]

Hi, can you try uninstalling and reinstalling and see if that helps? Thanks.

[anonynot 1]

On 3/11/2025 at 6:45 PM, Luke said:

Hi, can you try uninstalling and reinstalling and see if that helps? Thanks.

I have multiple times, hasn't helped

[Luke 42077]

3 hours ago, anonynot said:

I have multiple times, hasn't helped

When you uninstall and install fresh, does it initially startup OK?

[anonynot 1]

6 minutes ago, Luke said:

When you uninstall and install fresh, does it initially startup OK?

No, since it started happening I have never been able to get past this splash following the initial load

[Luke 42077]

Hi, we're looking into this. Thanks for reporting.

[softworkz 5066]

@anonynot 

When you wait for up to 15 minutes, does it proceed?

When it happens, can you look in Task Manager (Details tab) whether two Emby.Client.*.exe processes are running?

Could you please post a the recent client logs?
C:\Users\<username>\AppData\Local\Packages\EmbyMedia.EmbyTheater_svmepx4c03f7m\LocalCache\logs

Do you have network connectivity when it happens?

Thanks

[anonynot 1]

3 hours ago, softworkz said:

@anonynot 

When you wait for up to 15 minutes, does it proceed?

When it happens, can you look in Task Manager (Details tab) whether two Emby.Client.*.exe processes are running?

Could you please post a the recent client logs?
C:\Users\<username>\AppData\Local\Packages\EmbyMedia.EmbyTheater_svmepx4c03f7m\LocalCache\logs

Do you have network connectivity when it happens?

Thanks

1. Waiting made no difference

2. No, although there are occasionally two crashpad instances under the process group

3. See attached (hopefully still useful, I didn't expect the next part to do anything and didn't make a backup before that)

4. Yes, although because of this comment I decided trying to disable my VPN and it started working. I wasn't having any connectivity issues anywhere else and the VPN connection and PC had been restarted many times before this. No firewall blocking this on my server so didn't think to do it until now since networking seemed otherwise fine. Even after logging out, doing an app reset and starting it fresh with the VPN enabled I haven't been able to reproduce it now ¯\_(ツ)_/¯

EmbyClient-20250318T235754937.txt

Edited March 19, 2025 by anonynot

[softworkz 5066]

I don't see any log attached, but another user had reported the same adn the log indicated that it's about the registration for Windows Push Notifications.
Since this goes through the Microsoft network to some Azure backend and was never reported before, I suspect that it might be a network issue at the MS side. Maybe there was some kind of attack due to which they had to restrict certain IP ranges (like those used by your VPN provider) or they have setup some migitation pattern into which you slipped into accidentally and connecting from a different IP address moved you off that list. Or there was just an outage of one one of their ingestion points - we'lI probably never know...

The other part of the problem though is that the app is waiting on startup for that registration to succeed, even though it doesn't need to. 
This has been changed now. It will be in the next beta and afterwards into stable release.

Thanks for reporting, let us know in case it would happen again.