One of my users having an issue watching media

[ChangelingKat 0]

I'm fairly new to Emby, moved here from Plex recently, so apologies if I missed something very obvious, but I haven't been able to solve this with reading FAQ's.

None of my other users have reported issues.  One of my users is traveling at the moment though (and I have no idea if this is relevant to the problem she's having).  When she tries to play a video on my server it asks her to get Emby premiere before she can "use that feature", but she is evidently the only one having this issue.  We don't know yet if she has the issue at her normal place of residence.  She's tried playing media on both a Roku TV and a tablet, without success.  Does anyone know if there's some setting I need to check to fix it, or do I just need to get Emby Premiere?

[Abobader 3464]

Hello ChangelingKat,

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[Luke 42077]

Hi, does her device have an internet connection?

[ChangelingKat 0]

Yes, her device has an internet connection.  Her internet did go out briefly due to power outages but the issue has apparently persisted.

[Luke 42077]

Is she using a vpn?

[ChangelingKat 0]

No, I don't think she probably knows how to use a VPN, but I just found out she is using a "hide my e-mail" type e-mail address.  I wonder if her account is unverified because of that.  

[guunter 49]

11 hours ago, ChangelingKat said:

I'm fairly new to Emby, moved here from Plex recently, so apologies if I missed something very obvious, but I haven't been able to solve this with reading FAQ's.

None of my other users have reported issues.  One of my users is traveling at the moment though (and I have no idea if this is relevant to the problem she's having).  When she tries to play a video on my server it asks her to get Emby premiere before she can "use that feature", but she is evidently the only one having this issue.  We don't know yet if she has the issue at her normal place of residence.  She's tried playing media on both a Roku TV and a tablet, without success.  Does anyone know if there's some setting I need to check to fix it, or do I just need to get Emby Premiere?

If you didn't pay for premiere and she's not local then her phone is trying to transcode which is a premiere feature

[GrimReaper 4739]

8 minutes ago, guunter said:

If you didn't pay for premiere and she's not local then her phone is trying to transcode which is a premiere feature

Not exactly correct, hardware accellerated transcoding is a Premiere feature - without it, transcoding will be done in software only but it'd still occur. 

[howllor 26]

She might be trying to use the tv mode in a browser? Afaik, you can't play any media while that is on without premiere

[Luke 42077]

Right can you get a screenshot example? Thanks.

[ChangelingKat 0]

She somehow got it to work, I'm not sure what changed so I can't even leave helpful information for the next person who has the issue.  It persisted for several days though.  Thank you everyone for trying to help, I'll let you know if I figure out what happened, but either way it's resolved for now.

[Luke 42077]

Thanks for following up !