Emby crashes out of Roku app constantly

[redkatt 0]

This just started a few days ago, and it's on all three roku devices in my house. I have the most recent emby server and roku app. I'll start playing a video, and emby will completely crash out, dropping me back to the roku home screen. 

[redkatt 0]

Also, I've rebooted the roku, even power cycled them. The emby server has also been rebooted, both the PC it's being hosted on, and the emby server itself. 

 

 

[speechles 2055]

@redkatt Apologies. We would need to see Roku device logs to see why that happened. There should never be crashes in the app. Especially during video playback.

To send us logs you would need to do a few things. First you press the "star" * button on the Roku remote when on the home screen. It will open the settings. Click on settings, then Advanced. You will wind up on the screen above. Make sure the enable debug options says yes. Once it does, just press HOME on the Roku remote. The Emby app needs to restart to have the send log option appear on the home screen.

Afterwards, you will see this option appear when you click on your username at the top of the home screen.

Now you can recreate the crash. Once it crashes, great. The information from the last exit is retained. If this last exit was a crash we can know what happened.  Then open the Emby app and go right to the send logs option. Click it and it should tell you it has sent it to developers.

Once you've done that come back here and give us the time in EST and the username logged in when it was sent. Then we can likely fix this very promptly. Thanks.

 

Edited January 12 by speechles

[redkatt 0]

29 minutes ago, speechles said:

@redkatt Apologies. We would need to see Roku device logs to see why that happened. There should never be crashes in the app. Especially during video playback.

To send us logs you would need to do a few things. First you press the "star" * button on the Roku remote when on the home screen. It will open the settings. Click on settings, then Advanced. You will wind up on the screen above. Make sure the enable debug options says yes. Once it does, just press HOME on the Roku remote. The Emby app needs to restart to have the send log option appear on the home screen.

Afterwards, you will see this option appear when you click on your username at the top of the home screen.

Now you can recreate the crash. Once it crashes, great. The information from the last exit is retained. If this last exit was a crash we can know what happened.  Then open the Emby app and go right to the send logs option. Click it and it should tell you it has sent it to developers.

Once you've done that come back here and give us the time in EST and the username logged in when it was sent. Then we can likely fix this very promptly. Thanks.

 

Done. It even crashed while I was trying to get into the advanced options menu one time, but I finally got in, and managed to start a video, which crashed about 20 seconds in. I sent the dev log at 3:55 PM Eastern US. Username was simply "home". 

Note, just now it crashed sitting at the emby home screen, I don't even have to fire up videos for it to crash out.

[ebr 16169]

Hi.  I can see that the app is shutting down but I cannot see why.  Have you installed anything else new on the device recently?  Any network changes?  Any changes that may coincide with this happening?

[redkatt 0]

4 minutes ago, ebr said:

Hi.  I can see that the app is shutting down but I cannot see why.  Have you installed anything else new on the device recently?  Any network changes?  Any changes that may coincide with this happening?

Nothing new has been added to the Roku device, and our network hasn't changed. The only thing I see is that there recently was an Emby upgrade on Jan 8.

[ebr 16169]

1 minute ago, redkatt said:

an Emby upgrade on Jan 8

You are referring to the server, correct?

Can you provide the server log that coincides with this time:

01-12 20:54:19

Thanks.

[redkatt 0]

2 hours ago, ebr said:

You are referring to the server, correct?

Can you provide the server log that coincides with this time:

01-12 20:54:19

Thanks.

Yes, this is the server upgrade. 

Where can I find the specific logs you need, and what's a safe way to send them over?

[Luke 42077]

1 hour ago, redkatt said:

Yes, this is the server upgrade. 

Where can I find the specific logs you need, and what's a safe way to send them over?

How to Report a Problem

 

[redkatt 0]

4 hours ago, ebr said:

You are referring to the server, correct?

Can you provide the server log that coincides with this time:

01-12 20:54:19

Thanks.

That server log doesn't exist for that time. I check vs East Coast and West Coast time zones, nothing's there for that time. Nothing even close to that time.

[Luke 42077]

Are you able to get it to happen again?

[ebr 16169]

11 hours ago, redkatt said:

That server log doesn't exist for that time. I check vs East Coast and West Coast time zones, nothing's there for that time. Nothing even close to that time.

Unless you had restarted your server, it would have been the top most log in the list named just "embyserver.txt".  Today, it will be the one from yesterday.

[redkatt 0]

So, as a test, I uninstalled Emby, and then grabbed the Portable version and ran that, and it's running perfectly fine.

[Luke 42077]

4 hours ago, redkatt said:

So, as a test, I uninstalled Emby, and then grabbed the Portable version and ran that, and it's running perfectly fine.

OK this would suggest some option or state of the server as being responsible.