Movie won't stream "unknown profile"

[nortok00 2]

Hello all,

 

I have a strange situation with one movie in my father's library not streaming. It reports "unknown profile". It displays on the tv (the movie thumbnail) using the emby web app but won't play. If I disconnect Chromecast it plays locally through emby web app. A quick history.

 

I setup a media library for myself and my father. We're in separate houses. They're both setup on Windows 10 in the public folder and and we use Chrome for the web app. I'm on the 1st gen Chromecast. He's on the 2nd gen. We were both on Plex but I migrated both of us to Emby early January. He said he steamed the problematic movie once but he can't remember if he was on Plex or Emby. We're both running Emby 3.2.10.0

 

I grabbed the logs from his laptop and see this:

2017-04-01 16:59:06.4648 Info App: Profile: Unknown Profile, Path: C:\Users\Public\Videos\Movies\Seven Brides For Seven Brothers (1954)\Seven Brides For Seven Brothers (1954).mp4, isEligibleForDirectPlay: True, isEligibleForDirectStream: True

2017-04-01 16:59:06.4898 Info App: Profile: Unknown Profile, Path: C:\Users\Public\Videos\Movies\Seven Brides For Seven Brothers (1954)\Seven Brides For Seven Brothers (1954).mp4, isEligibleForDirectPlay: True, isEligibleForDirectStream: True

2017-04-01 16:59:06.4898 Info App: Profile: Unknown Profile, Path: C:\Users\Public\Videos\Movies\Seven Brides For Seven Brothers (1954)\Seven Brides For Seven Brothers (1954).mp4, isEligibleForDirectPlay: True, isEligibleForDirectStream: True

 

I have attached the movie details as reported by Emby. I can provide mediainfo data if needed.

 

I rebooted the server and chromecast just to be sure but no difference.

 

I then tried streaming this movie at my place and it worked fine yet I see the same "unknown profile":

2017-04-02 12:47:51.3303 Info App: Profile: Unknown Profile, Path: C:\Users\Public\Videos\Movies\Seven Brides For Seven Brothers (1954)\Seven Brides For Seven Brothers (1954).mp4, isEligibleForDirectPlay: True, isEligibleForDirectStream: True

2017-04-02 12:47:51.3489 Info App: Profile: Unknown Profile, Path: C:\Users\Public\Videos\Movies\Seven Brides For Seven Brothers (1954)\Seven Brides For Seven Brothers (1954).mp4, isEligibleForDirectPlay: True, isEligibleForDirectStream: True

2017-04-02 12:47:51.3489 Info App: Profile: Unknown Profile, Path: C:\Users\Public\Videos\Movies\Seven Brides For Seven Brothers (1954)\Seven Brides For Seven Brothers (1954).mp4, isEligibleForDirectPlay: True, isEligibleForDirectStream: True

 

Emby settings on both are the same. Seeing that it worked on mine I took my chromecast (gen 1) and swapped out his gen 2 and now the movie plays but still reports the same log messages. Other movies in his library are using the same codecs (h264, avc1) and they stream fine so I'm trying to understand what might be causing this and what more I need to troubleshoot or whether it is a Chromecast version issue. He's been on that Chromecast version for a while.

 

I keep noticing the isEligibleForDirectPlay reference. Is this something I should check? I saw forum posts that mentioned to check whether "Play over Http" is enabled. I can't find this setting. Where is it? I don't recall changing this on either mine or his so I would assume whatever the default is that's what is set.

 

I just checked out the log settings for another movie and it too says "unknown profile" but it steams fine as well.

 

Let me know if I can provide more info or whether you need full log files.

 

Thanks.

 

[Luke 42086]

Can you please attach the complete emby server log? thanks !

[Happy2Play 9785]

Best guess probably something to do with video "Level 51".

[nortok00 2]

Hi all. Sorry for the delay. I didn't receive an email notification that someone replied. Attached is the log file from my father's setup. This is with the Chromecast gen2. I believe the later file I have is when I swapped the gen 2 for the gen 1 and it worked. It reports the same thing from what I can see. If you want that file let me know. Let me know if you need the transcode file.

server-63626662691.txt

[Luke 42086]

Yes as you say it is direct playing the mp4. I am not sure why the Chromecast would reject it but that appears to be what is happening. 

 

We will soon be adding an automatic switch to transcoding when direct play fails, and that will resolve this. Thanks.

[nortok00 2]

Thanks so much for looking into this and offering a future solution. I have the gen 2 chromecast so am going to try it at my place to see if I have the same issue with that device. The fact that the gen 1 is working seems to suggest it's issues with the gen 2 that are causing the movie to fail but I guess proof positive will be if it also fails on my setup.

 

Thanks again. I will keep a lookout for that update.