One of my users cant watch some files

[jperpam 0]

i attacth  log files, he tried to watch Mayday as example, he has image, but not sound. and if i enable transcode options, the three options in his user panel, the image is freeze and nothing  more happen. thank you. he is using fire tv

ffmpeg-transcode-5c347fd0-9562-455b-bc58-a60490cacbcd_1 (2).txt ffmpeg-transcode-14bfe37a-61ab-4c0d-82fe-a6a9ba59f24c_1.txt

[jperpam 0]

2026-10-18 16:27:32.889 Info MediaInfoService-0HNPC92GPBNQG:00000005: User policy for Germain. EnablePlaybackRemuxing: False EnableVideoPlaybackTranscoding: False EnableAudioPlaybackTranscoding: False EnableTranscodingQuality: True

2026-10-18 16:27:32.890 Info MediaInfoService-0HNPC92GPBNQG:00000005: http/1.1 Response 200 to host19. Time: 4ms. POST http://emby_remote_ip:8096/emby/Items/269366/PlaybackInfo?UserId=x_secret48_x&StartTimeTicks=0&IsPlayback=false&AutoOpenLiveStream=false&MaxStreamingBitrate=6790000&X-Emby-Client=Emby for Fire TV&X-Emby-Device-Name=Fire TV on VegaOS (AFTCA002)&X-Emby-Device-Id=750bf1f0-ddb4-4fe6-a207-ac6a8d800a2a&X-Emby-Client-Version=0.1.5&X-Emby-Token=x_secret3_x&X-Emby-Language=es-us&reqformat=json.

2026-10-18 16:27:33.029 I

 

2026-10-18 16:27:33.114 Info MediaInfoService-0HNPC92GPBNQG:00000007: User policy for Germain. EnablePlaybackRemuxing: False EnableVideoPlaybackTranscoding: False EnableAudioPlaybackTranscoding: False EnableTranscodingQuality: True

2026-10-18 16:27:33.115 Info MediaInfoService-0HNPC92GPBNQG:00000007: http/1.1 Response 200 to host19. Time: 7ms. POST http://emby_remote_ip:8096/emby/Items/269366/PlaybackInfo?UserId=x_secret48_x&StartTimeTicks=0&IsPlayback=false&AutoOpenLiveStream=false&MaxStreamingBitrate=6790000&X-Emby-Client=Emby for Fire TV&X-Emby-Device-Name=Fire TV on VegaOS (AFTCA002)&X-Emby-Device-Id=750bf1f0-ddb4-4fe6-a207-ac6a8d800a2a&X-Emby-Client-Version=0.1.5&X-Emby-Token=x_secret3_x&X-Emby-Language=es-us&reqformat=json.


And now, he is watching but not sound. image is ok , but he cant listening anything.

[Luke 43389]

HI, did you see this?

[jperpam 0]

Ok ! I actívate it and he has frozen image and few seconds later stop it. Not works 

[Luke 43389]

OK can you please provide new log files based on that? Thanks.