Do I have to beg for a refund??

[17788345546 0]

I have a very bad experience with emby app from Microsoft Store. When it plays WEB-DL h.265, stutters occur multiple times. And fast forward or backward may cause A/V out of sync. I explained everything to that email: billingsupport, But this guy keeps asking me to post it in the forum...post it in the forum...post it in the forum.

Fine, I did what you require. Are you happy now. I ask for a refund, do not play that 10 days trick on me. And help me to cancel my emby premiere subscription. I will never use emby again.

Title4K HEVC HDR
CodecHEVC
ProfileMain 10
Level150
Resolution3840x2160
Aspect ratio16:9
AnamorphicNo
InterlacedNo
Framerate25
Bitrate12699 kbps
Bit depth10 bit
Video rangeHDR
Video range typeHDR10
Color spacebt2020nc
Color transfersmpte2084
Color primariesbt2020
Pixel formatyuv420p10le

Ref frames1

HDR and refresh rate auto switch on

FYI: I don't even care if you guys will look into it. I am not interested at all. You can delete my emby account if you wish after it's done.

Edited Thursday at 06:04 AM by 17788345546

[lorac 123]

All that to complain and have your phone number as a username? 

Where's your west coast chill? 

Emby has issues but people generally care and want to help you fix them. 

[17788345546 0]

Just in case emby find another excuse not refund because they are not sure where is this email/phone number subscription from.

[softworkz 5389]

@17788345546

I'm very sorry to hear about your bad experience and I see your frustration.

In order to understand what is happening, we'd need some more information. Could you please post or PM me the EmbyClient and MPV logs from those stuttering playbacks?

You can find those under Settings >> About >> Logs (tab)

[lorac 123]

Well as a fellow Canadian I hope you'll stick around and let people help you. 

[17788345546 0]

embyserver.txt hardware_detection-63925251873.txt

[softworkz 5389]

Thanks. These are server logs. embyserver.txt doesn't show any playback.

From the server side, an ffmpeg log might be helpful (but not necessarily). 

The logs from the Windows App are the primary point of interest.

 

14 minutes ago, softworkz said:

Could you please post or PM me the EmbyClient and MPV logs from those stuttering playbacks?

You can find those under Settings >> About >> Logs (tab)

[17788345546 0]

I downloaded those logs from emby app client, just played the video for 5 minutes.

embyserver (1).txt

[softworkz 5389]

[17788345546 0]

mpv-20260917T143429510.txt

[softworkz 5389]

@17788345546

Thanks for the logs. This allows us to rule out a number of things:

• The Windows app is doing DirectPlay - there's no server-side transcoding, so the server side is no longer of interest
• I can also see that it is decoding the video video via D3D11VA and there does not appear to be any slowdown in this regard
• Refresh rate switching is working successfully. It switches from 60 Hz to 25 Hz (in case of this video having 25 fps)
  Refresh rates as low as that can appear choppy in itself, it depends on the display which kind of experience this creates
• You have a Lunar Lake NUC from GMKtec with an external 4k display connected
• The graphics driver is 1.5 years old and Intel is known for having driver issues whenever it's about new hardware

Can you please try the following

• Install the latst gaphics driver from GMKtec (or even newer: the Intel one):
  GMKtec K17 drivers/support
  Intel Arc 32.0.101.8993 driver
• Also check for a newer audio driver!
• Disable refresh rate and HDR switching in the Emby app and manually set your display refresh rate to 50Hz 
  => How does that compare?
• Under Settings >> Video Player, try all three major modes (High Quality, Balanced, Enerhy Edditient)
  => Does this make a change?
• How do you play audio? Through HDMI or trhough on-board audio?
• Please try to enable "Exclusive audio mode" on the Audio Options tab
  (if that errors, you need to allow exclusive mode under Windows audio settings)
• The two HDMI ports on your NUC have different characteristics - try the other one

Please try one after another in the given order and let us know the results.

Thanks

Edited Thursday at 08:37 AM by softworkz

[softworkz 5389]

@17788345546

Did this help?

[RanmaCanada 590]

Speaking as a fellow Canadian, refunds aren't a legal thing in Canada unless the company has a refund policy.

Did you purchase a new couch only to come home and it doesn’t fit in the door? Did you buy a pair of shoes for your grandchild that don’t fit quite right? There are many different reasons why you may want to take an item back.

However, in BC (your province due to your area code I am presuming), there are no laws that deal directly with refund, exchange and return policies. This means that businesses can set their own policies when it comes to customer returns. Some stores may have super flexible return policies, and others may not.

Ultimately, it’s up to the store to decide how they want to deal with refunds, returns, and exchanges. This is why it’s so important to ask about a stores refund and return policy before you make a purchase.

https://www.consumerprotectionbc.ca/2020/01/the-scoop-on-refunds-returns-and-exchanges/

https://commoner-law.com/canada/consumer-rights/online-shopping-and-returns/british-columbia

The terms are spelled out 100% on the Emby web page. https://emby.media/premiereterms.html

Refunds: Any and all fees related to Emby Subscriptions are non-refundable. However, Emby may in its’ sole discretion, provided refunds on a case by case basis.

Emby has a no refund policy, ergo you get no refund, and it's perfectly legal.

Sorry mate, but that's how it is living in a country with "free healthcare" but zero consumer protections (unless you live in Quebec).

[ebr 16760]

Our goal is that you get your system working in a way you are happy with.  That's why we're trying to help here.  Has this helped?