FireTV App Says Server is Offline after Watching TV Show

[HostileJava 0]

I have been running into an issue recently where after watching an entire show the app becomes unresponsive and gives errors indicating it can't communicate with the server, I can try to capture a picture the next time it pops up.  If I wait a few minutes everything starts working again without having to exit the app.  This had been working fine for months and just recently started.  Please let me know what I should submit log wise to proceed. I have enabled debugging in both the Android app running on my FireTV with a LAN connection and on the server running on Ubuntu 14.04.  I noticed when going into the logging to turn debugging on that there are either transcode or remux logs for almost every video that is being played.  I do not remember seeing this before.  I believed almost everything was direct streaming.  I'm not sure this has anything to do with that as the issue seems to happen after watching a show.  Another item to note is that the issue doesn't happen if I watch a few minutes of a show and stop.  It's only after watching a longer 45-60min show or a movie.  

 

 

logs.zip

[Luke 42078]

Hi, welcome. There's a whole folder of log files here. Which ones are from the timeframe in which you experienced a problem? thanks.

[HostileJava 0]

Sorry about providing so many logs, I figured to much was better then not having what was needed.  I most recently experienced it shortly after 11am today.  I can try restarting the server and watching an episode to get a cleaner log.

[Luke 42078]

That would be great, thanks.

[HostileJava 0]

I have attached the logs and pictures of the errors that show up on the screen when happening.  I also used the send logs function in the client app.

 

I also wanted to add that when this happens and I'm watching something from the next up section that it disappears and I have to log out and back in to get it to reappear. 

logspics.zip

Edited October 8, 2017 by HostileJava

[ebr 16174]

I have attached the logs and pictures of the errors that show up on the screen when happening.  I also used the send logs function in the client app.

 

I also wanted to add that when this happens and I'm watching something from the next up section that it disappears and I have to log out and back in to get it to reappear. 

 

Hi.  From that information it looks like a network connectivity problem.  Are you on a wireless network?

 

Also, can you please provide the information requested in the section on sending a log from the app so I can find it?  Thanks.

[HostileJava 0]

Hi.  From that information it looks like a network connectivity problem.  Are you on a wireless network?

 

Also, can you please provide the information requested in the section on sending a log from the app so I can find it?  Thanks.

The FireTV is on a wired connection.  It is connected to the same Gig switch that the sever is connected to, all the media files reside on internal drives in the server.  There is no problem actually streaming the shows/movies from the server to the FireTV, I never get an interruption in audio or video and the quality never appears poor .  The issue occurs after finishing a show or movie and returning to the main Emby menu.  I watched several shows through the web interface casting to a gen1 chromecast and did not experience any issue with the web interface after finishing a show yesterday.  The issue with the FireTV however seems to be reproducible almost 100% of the time now.

 

The log for the FireTV app was sent at 2:22pm EST on October the 8th 2017.  The user logged in was james.  The last file played before getting the error was 01x02 - The Kingsroad.mkv.  The problem occurred while attempting to browse the interface after the show was over, and the screenshots are in the zip file above.

 

 

Please let me know if you need anything else.

 

Edit:  I just experienced the issue after watching only 10 minutes or so of a show, pausing it, hitting back to get the main menu and then attempting to access one of my libraries. 

 

Edited October 9, 2017 by HostileJava

[ebr 16174]

The log for the FireTV app was sent at 2:22pm EST on October the 8th 2017.  The user logged in was james.  The last file played before getting the error was 01x02 - The Kingsroad.mkv.  The problem occurred while attempting to browse the interface after the show 

 

I found a log at that general time with that user but the item played was "Soup's On" and there appeared to be no problems in the log at all...

 

Edit: Wait, you played something after the errors which are above that.

 

What I see is multiple time-outs trying to get information from your server.  If it isn't the network, then it must be the server responding too slowly for some reason.  Do you have the server log from that same session?

[HostileJava 0]

That is the video that started playing after the error occurred, I paused it and hit send logs, does that mean your only getting snippets of the logging? I can reproduce it tonight and hit send logs again, I did not send new logs last night. The server log from when the error occurred is part of the above zip file that includes the screen shots. I am able to watch shows by casting from the android app on my phone and also the web interface to a chromecast,after the show is over the interface I am using for for casting is responsive. I also tried waiting a minute last night after a show ended before doing anything in the firetv interface. When doing this it was responsive after that with no errors. It really seems like something the firetv client is doing after a show is stopped or ended is causing the server to become unresponsive or restart. I don't experience it with any of the other clients I use. I can reproduce again tonight and send another log from the firetv client and attach another server log?

[ebr 16174]

Luke - here is the slow down.  Why would these queries take 140 seconds in the instance of being right after playback but come back instantly in all other scenarios?

2017-10-08 14:13:55.875 Debug SqliteItemRepository: GetItemList query time (slow): 139968ms. Query: select type,data,StartDate,EndDate,ChannelId,IsMovie,IsSports,IsKids,IsSeries,IsLive,IsNews,IsPremiere,EpisodeTitle,IsRepeat,CommunityRating,IndexNumber,IsHD,Name,Path,PremiereDate,Overview,ParentIndexNumber,ProductionYear,OfficialRating,RunTimeTicks,DateModified,guid,ParentId,Audio,ExternalServiceId,IsInMixedFolder,TrailerTypes,PrimaryVersionId,Album,CriticRating,IsVirtualItem,SeriesName,SeasonName,SeasonId,SeriesId,ProviderIds,Images,TotalBitrate,ExtraType,Artists,AlbumArtists,ExternalId,ShowId,OwnerId,UserData.UserId,UserData.lastPlayedDate,UserData.playbackPositionTicks,UserData.playcount,UserData.isFavorite,UserData.played,UserData.rating from TypedBaseItems A left join UserData on UserDataKey=UserData.Key And (UserId=@UserId) where playbackPositionTicks > 0 AND IsVirtualItem=@IsVirtualItem AND MediaType=@MediaTypes AND (TopParentId in ('2b2061ac2ee7d527d4a2bcf0de7dd921','2f64af00fbea2936d4a668d1d7ac8d35','9df4efab1f9566a6088195a3f6029855','9b1de5f2760b8bc3e0d0214cc789687a')) Group by PresentationUniqueKey ORDER BY LastPlayedDate DESC LIMIT 50
2017-10-08 14:13:55.875 Debug SqliteItemRepository: GetItemList query time (slow): 139987ms. Query: select type,data,StartDate,EndDate,ChannelId,IsMovie,IsSports,IsKids,IsSeries,IsLive,IsNews,IsPremiere,EpisodeTitle,IsRepeat,CommunityRating,CustomRating,IndexNumber,IsLocked,PreferredMetadataLanguage,PreferredMetadataCountryCode,IsHD,ExternalEtag,DateLastRefreshed,Name,Path,PremiereDate,Overview,ParentIndexNumber,ProductionYear,OfficialRating,HomePageUrl,ForcedSortName,RunTimeTicks,DateCreated,DateModified,guid,Genres,ParentId,Audio,ExternalServiceId,IsInMixedFolder,DateLastSaved,LockedFields,Studios,Tags,TrailerTypes,OriginalTitle,PrimaryVersionId,DateLastMediaAdded,Album,CriticRating,IsVirtualItem,SeriesName,SeasonName,SeasonId,SeriesId,PresentationUniqueKey,InheritedParentalRatingValue,ExternalSeriesId,Tagline,ProviderIds,Images,ProductionLocations,ThemeSongIds,ThemeVideoIds,TotalBitrate,ExtraType,Artists,AlbumArtists,ExternalId,SeriesPresentationUniqueKey,ShowId,OwnerId from TypedBaseItems A where ParentId=@ParentId

[HostileJava 0]

Is there any word on this or did you need me to reproduce the issue again and submit logs, or is anything else needed from me?

[Gilgamesh_48 1240]

I had this problem on both my Fire and my Shield. I searched around on the internet and found that many Windows systems do not handle some network functions correctly if "Large Send Offload" is enabled on the network adapter. One of the things that can get screwed up seems to effect how Emby accesses the server after streaming.

 

On the server In the "Device manager" select "Network adapters" and under that the network adapter in question and right click on it and choose "properties." Then choose the "advanced" tab and from that menu scroll down to "Large Send Offload" (There may be two entries, one for Ip4 and another for Ip6) If they are "enabled" as they probably are disable them the choose OK and close everything out.

 

I think it takes effect right away but I rebooted my server anyway.

 

Since I did that the only time I have any problems is when my "Roku Thumbnail generation" task is running as that bogs down my server.

 

I do not know and have no way to prove that what I did truly made a difference but everything has worked well since I made that change and there seems to be no adverse impact from the change.

 

I have to add that my Emby server does nothing else except what is needed for the Emby system to run. That includes StableBit's DrivePool but little else runs.

 

YMMV but that is what worked for me.

[HostileJava 0]

I had this problem on both my Fire and my Shield. I searched around on the internet and found that many Windows systems do not handle some network functions correctly if "Large Send Offload" is enabled on the network adapter. One of the things that can get screwed up seems to effect how Emby accesses the server after streaming.

 

On the server In the "Device manager" select "Network adapters" and under that the network adapter in question and right click on it and choose "properties." Then choose the "advanced" tab and from that menu scroll down to "Large Send Offload" (There may be two entries, one for Ip4 and another for Ip6) If they are "enabled" as they probably are disable them the choose OK and close everything out.

 

I think it takes effect right away but I rebooted my server anyway.

 

Since I did that the only time I have any problems is when my "Roku Thumbnail generation" task is running as that bogs down my server.

 

I do not know and have no way to prove that what I did truly made a difference but everything has worked well since I made that change and there seems to be no adverse impact from the change.

 

I have to add that my Emby server does nothing else except what is needed for the Emby system to run. That includes StableBit's DrivePool but little else runs.

 

YMMV but that is what worked for me.

 

Thanks for the suggestions, this was actually working and recently became an issue on the system and I'm running Ubuntu 16.04 on my server not Windows. I was originally running 14.04 when the problem started, but upgraded to the newest LTS to see if it would make a difference.  It did not.

Edited October 15, 2017 by HostileJava

[HostileJava 0]

I'm still having this issue, anything I can do?

[HostileJava 0]

Well I completely uninstalled and started from scratch with the new .net Core installer script on my server in case there was some issue with my existing server install causing the problem.  After adding all my users and media back to the library I still have the same issue, server is unresponsive for a few minutes after ending a show or movie but only when using the emby FireTV client.   Is this just something I should give up on at this point since I haven't received a response in over 2 weeks?

Edited October 28, 2017 by HostileJava

[Luke 42078]

Well I completely uninstalled and started from scratch with the new .net Core installer script on my server in case there was some issue with my existing server install causing the problem.  After adding all my users and media back to the library I still have the same issue, server is unresponsive for a few minutes after ending a show or movie but only when using the emby FireTV client.   Is this just something I should give up on at this point since I haven't received a response in over 2 weeks?

 

Can you provide a new log with the new server? thanks.