1 Show does not play for 1 users. All other users can play this show.

Posted September 1, 2020 · September 1, 2020

All,

I'm a very happy Emby user for almost 1 year now. Until now I did not have 1 error

Since recently 1 user named "Karen" (I have 22 users now) is complaining that 1 show/series does not play.

I logged in with the user "Karen" (Through browser) at my home PC. Under continue watching (screenshots are in Dutch), I can see the series that she was watching (In this case The Handsmaid's Tale S02E08) -> See screenshot image.png.

If I click on the green button on this show, the browser shows the background image of the show but does not start (See 2nd screenshot)..

I also don't get any buttons to go back. Only solution is closing the browser and logging in again.

I checked the network path to this show. The file is a bluray rip 1080 x265.

If I logon with any other user (I have 22 at the moment), the file plays just fine. Also the continu watching works with other users. I tested this with a user Cisther so you can compare them in the logs (See attachment for logs).

With regards and keep up the good work!

Cis Jacobs

cis.jacobs@outlook.com

embyserver (1).txt ffmpeg-transcode-12420001-e3fa-42b7-a002-137ca5b68908_1.txt hardware_detection-63734581915.txt

Posted September 1, 2020 · September 1, 2020

All,

Little update:

I stopped emby server and restarted it and did the test again.

This way the logs are smaller (See attachment).

Still same problem.

I've noticed that the transcoding temp folder is filling up.

Deleted the files, started up the server but still the same. Files are pilling up again the the transcoding temp folder.

Only 1 user has this. Other users (same user profile settings) can play this file fine.

ffmpeg-transcode-1ca81e68-a086-42b3-97e1-5a8d01a89ddd_1.txt embyserver.txt

Posted September 1, 2020 · September 1, 2020

Hi,

What is different about this user? What device? What bitrate is set on the client?

Is the stream direct played or for other users but transcoded for this user?

What do you see different?

Posted September 1, 2020 · September 1, 2020

Are all users using subtitles?

Posted September 1, 2020 · September 1, 2020

Hi,

Waw this is quick. Just created this ticket 1h ago. tnx!

Actualy, I got a phone call from the user with the problem.

Instead of taking over here screen, i logged in on my PC at home (Where the server also is, so not over the internet but local). First with another user (non admin - Cisther) and that worked. Then I logged on with here account (Karen) on my PC (so local) and played the file. Same error as she has at home over the internet.

So both test are done on the same windows PC (Windows 10) with the same browser (Edge Chromium).

Only the user is different. All my users (except my admin user) are configured exactly the same.

User Cisther (Which works fine, same as all other users) gives following while playing:

image.png.508d2c94ff7b21e65c36680221f104e8.png

Use Karen (with the hanging screen) doesnt say anything. It's just does not start. Green cirkel goes on forever. Emby config says last seen 0 seconds.

All my users have an internet streaming limit of 4Mbit. But the test i've done are all locally so that doesnt count.

No difference (except name and password between users

ffmpeg-transcode-f2d903fe-2002-46a2-ad28-47b5beb24dac_1.txt hardware_detection-63734591100.txt embyserver (1).txt ffmpeg-transcode-070c2f4e-35c8-45b0-9d9d-9f242bf627f7_1.txt

Posted September 1, 2020 · September 1, 2020

Hi,

Yes, all users are using subs. They work fine on all users with this episode. Just this 1 user can't play this file.

All users (except those from my own household) can only play 1 stream at a time.

Cis

Posted September 1, 2020 · September 1, 2020

PS: The last log files I've send are done with following tests:

21:02 Stopped Emby server (for starting with fresh new logs).
21:04 started Emby server
21:04 - 21:05 Logged on with user "Cis" and started Handmaid's Tale S08E02. PLays normal. User "Cis" Logged off.
21:06 - 21:07 Logged on with user "Karen" and started Handmaid's Tale S08E02. Does not play (Shows background picture of the show and a continious rotating circel.
21:08 Killed the browser (Can not go back if this user tries to play the file).

Posted September 1, 2020 · September 1, 2020

Please try having them lower the in-app quality setting to reduce the bitrate. Please see if this helps. If it does, then you can work your way up to higher bitrates until you settle on the right value for the connection.

Posted September 1, 2020 · September 1, 2020

Server: Intel NUC8 (The one with the skull symbol on it). Emby version is 4.4.3.0.

I have over 500 series and never had any problem with transcoding. Only 1 user with 1 show now.

Because the nuc has 1 HD graphics and a Radeon RX Vega, i have configured transcoding as follows:

QuickSync Intel(R) HD Graphics 630 - D3D11 [1] - VP8

VP9

QuickSync Intel(R) HD Graphics 630 - D3D11 [1] - VP9

keyboard_arrow_down

DX11VA Intel(R) HD Graphics 630 [1] - VP9

keyboard_arrow_up

Preferred Hardware Encoders

H.264 (AVC)

QuickSync Intel(R) HD Graphics 630 - D3D11 [1] - H.264 (AVC)

keyboard_arrow_down

AMF Radeon RX Vega M GH Graphics - H.264 (AVC)

keyboard_arrow_up

H.265 (HEVC)

QuickSync Intel(R) HD Graphics 630 - D3D11 [1] - H.265 (HEVC)

Aantal transcodeer threads: Auto 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 Max

Selecteer het maximale aantal threads die gebruikt mogen worden om te transcoderen. Bij een lager aantal zal het CPU gebruik lager zijn, maar kan de afspeelkwaliteit minder zijn.



Tijdelijk transcodeer pad:

search

Deze map bevat werkbestanden die worden gebruikt door de transcoder. Geef een eigen locatie op of laat het leeg om de standaardlocatie te gebruiken.

Throtteling inschakelen

Emby zal automatisch de transcodeersnelheid aanpassen om CPU-gebruik te verminderen.

Geluidsversterking verbeteren als er gemixt wordt:

versterken als er gemixt wordt. Zet op 1 om oorspronkelijke volume te behouden.

H264 codering preset: Auto veryslow slower slow medium fast faster veryfast superfast

Kies een hogere waarde om de prestaties, of een tragere waarde om de kwaliteit te verbeteren.



H264 encoding CRF:

De Constant Rate Factor (CRF) is de standaard kwaliteit instelling voor de x264-encoder. U kunt de waarden tussen 0 en 51, in voorkomend lagere waarden zou resulteren in een betere kwaliteit (ten koste van hogere bestandsgrootte). aanbevolen zijn waarden tussen de 18 en 28. De standaard voor de x264 is 23, zodat u deze kunt gebruiken als uitgangspunt.

Directe Ondertitel extractie toestaan

Ingebakken ondertitels kunnen uit de video's gehaald worden en als tekst bezorgd worden aan de Emby apps om transcodering the helpen voorkomen. Op sommige systemen kan dit een lange tijd duren en er voor zorgen dat het afspelen van video stopt tijdens de extractie. Schakel dit uit om ingebakken ondertiteling in de video te laten branden met transcodering als deze niet standaard ondersteund worden door het afspeelapparaat.

Posted September 1, 2020 · September 1, 2020

Hmm that screenshot for the transcode settings failed a bit but you get the picture.

If you need extra info or more tests, just let me know.

PS: I would take this chance to tank all the guys from Emby. I JUST LOVE YOUR PRODUCT!!! Never had to use support. No matter what the outcome is, What a quick reaction, Top!!!

I'm going to upgrade my monthly subscription to lifetime one of these days. Are there other ways to support you guys?

Posted September 1, 2020 · September 1, 2020

Hi, Here is something you can do that shouldn't take very long.

Bring up two different browsers such as Chrome and Firefox. Login on both each with the different username.

Go into the options and compare them side by side. I bet you'll discover something different for the user that doesn't play. I'd start comparing the playback settings.

Let us know if you see anything different doing this comparison.

Carlo

Posted September 1, 2020 · September 1, 2020

Cool, Luke! I've read a lot of your posts/replies last year. Never imagined that you would answer in my first post ever.

You wrote: Please try having them lower the in-app quality setting to reduce the bitrate

Do you mean the internet streaming bitrate?

Isn't this out of the picture now? I'm testing this on a local PC (even same subnet as the emby server).

The transcode reason I think is because of the browser (Edge Chromium). Correct me if I'm wrong.

By the way, I have a 60mbit upload (300 down). I sometimes have 8 users (a few weeks ago 4 direct 4 transcodes for different reasons) at the same time and never had problems.

The testing now is whithout any other user connected.

image.png.3baa09c3baf68eb57c7ae9b93ceb8496.png

Posted September 1, 2020 · September 1, 2020

Ok, I think by in-app you mean this

This was not on 1 Mpbs before I took the screenshot, it was on Auto.

Anyway, I did the test with 1mpbs (I have a network with 10gb uplink between switches and NAS so if this is the problem, I'm going to have a domotica nightmare and my monitoring server has to be checked).

No luck still the same.

Did also a test with Chrome (84.0.4147.135 (Officiële build) (64-bits)), the same problem and behaviour (pile up of transcode files, rotating cirkel, having to close browser,...).

I will now look further for more info regarding the settings of this user compared to others (I did configure them in the past the same but you never know. My brain is much beter at forgetting the right things than remembering the not so usefull).

with regards,

Cis

Posted September 1, 2020 · September 1, 2020

You can also change the playback bitrate while playing back. Start something playing then bring up the OSD and click on the COG icon and you'll see a menu option to change QUALITY.

Posted September 1, 2020 · September 1, 2020

Thanks Cayars!

Did the test and I can go up to 1080p 60Mbps with this episode for all users. If it is set to auto, it also gives this quality.

For the user Karen I can't test because it never starts playing. After playing the green button, the backround image of the sow appears and a cirkel keeps turning forever.

By the way: The reason for transcoding (so also internally on LAN) that emby gives is that the subtiles are not supported.

Posted September 1, 2020 · September 1, 2020

To be honest, it's just 1 episode out of xxxxx so don't let you keep this from a good sleep.

I'm just curious about the cause (Which can keep me from sleep).

Because I'm outnumbered here I would like to say to you all: Sleep Well!!!

Tnx for the support!!!

cis

Posted September 1, 2020 · September 1, 2020

ok, so I know this isn't finding and fixing the problem, but if really NO other user has any issue with this file, is deleting and remaking the troubled user account worth trying?

Just a low-tech approach.

-G

Posted September 1, 2020 · September 1, 2020

Are you saying it is only this file for this user or all files for this user? As without information about the Remote playback session it is really hard to say as you will not be able to reproduce it with local settings.

Posted September 1, 2020 · September 1, 2020

If it's just this one file and not others I'd try replacing the file as well. Could be something a bit off on just this file. KISS formula.

Posted September 2, 2020 · September 2, 2020

Cayars,

That's a good idea, I will try that.

I'll keep you posted.

Cis

Posted September 2, 2020 · September 2, 2020

Hi Happy2Play

You wrote:

Are you saying it is only this file for this user or all files for this user? As without information about the Remote playback session it is really hard to say as you will not be able to reproduce it with local settings.

It's only for this user with this season episode. And I can reproduce it locally. If I logon with this user in my LAN (same subnet as emby), I have exactly the same problem as when I test with her user on for example my laptop in remote session.

So this user has the problem anywhere specific with this file, remote and locally. On any browser, or emby app (samsung tv, PS4, android, IOS).

That's why I'm going to test whatcayars says.

Cis

Posted September 2, 2020 · September 2, 2020

All,

I was wondering how I can easily convert (or extract) all subtitles to SRT. I have a lot of transcodes only because of subtitle incompatibility.

Cis

Posted September 2, 2020 · September 2, 2020

extract with "gMKVExtractGui" needs MKVToolNix installed to work

and to convert "subtitle edit" - does a lot more than just convert sub files etc

Posted September 10, 2020 · September 10, 2020

All,

I've been away for a few days. In the meantime did some more tests.

I tried other version of the file (the originals were bluray rips done with handbreak x265 1080p) so I tried a x264 version and that worked. Emby did direct play with these new version.

Then other users started to have the same problems.

Because the reason for transcode was subtitle format on 1 client and unsupported x265 codec for the browser used on another I checked the transcode logs.

All the impacted users needed x265 transcodes (Which worked for over 6 months without any problems). I've had 4 users at the same time transcoding from x265 to x264 without any problems (CPU,... not on max).

In the logs everytime it happened (User sees endless looping cirkel with the background picture of the series), I see an error. The same few lines keep on repeating till I stopped or refreshed the browser.

Looked it up and updated all my drivers (It's a NUC8i7HNK with 2 m.2 SSD i7-8705 and it has a Intel® HD Graphics 630 and a Radeon™ RX Vega M GL graphics

After restarting the server all problems went away. The 2 users who called the most about not being able to play things could run all video's whithout problems (1 uses a PS4 and a kodi with embycon, the other an iphone6, samsung frame and windows 10 theater).

But then 1,5 days later exactly the same problem started. Same error lines in the log.

This log is from a user who had the problem for a week. Could play it fine again after the driver and firmware updates of the graphic cards. But now after 1,5 day has exactly the same problem.

If you need other tests and or more logs just let me know.

20:40:25.630 ffmpeg version 4.3.0-emby_2020_05_23-g8f222573e9+530 Copyright (c) 2000-2019 the FFmpeg developers and softworkz for Emby LLC
20:40:25.631   built with gcc 9.2.0 (Rev2, Built by MSYS2 project)
20:40:25.631 Execution Date: 2020-09-10 20:40:25
20:40:25.672 Input #0, matroska,webm, from '\\SRVND01\Emby2\Series\V (2009)\Season 01\V.S01E02.720p.x265-ZMNT.mkv':
20:40:25.672   Metadata:
20:40:25.672     title           : V.2009.S01E02
20:40:25.672     ENCODER         : Lavf58.17.101
20:40:25.672   Duration: 00:43:01.60, start: 0.000000, bitrate: 1363 kb/s
20:40:25.672     Stream #0:0: Video: hevc (Main), yuv420p(tv), 1280x720 [SAR 1:1 DAR 16:9], Level 93, 23.98 fps, 23.98 tbr, 1k tbn, 23.98 tbc (default)
20:40:25.672     Metadata:
20:40:25.672       ENCODER         : Lavc58.21.104 libx265
20:40:25.672       DURATION        : 00:43:00.581000000
20:40:25.672     Stream #0:1: Audio: ac3, 48000 Hz, 5.1(side), fltp, 448 kb/s (default)
20:40:25.672     Metadata:
20:40:25.672       ENCODER         : Lavc58.21.104 ac3
20:40:25.672       DURATION        : 00:43:01.600000000
20:40:25.673 Stream mapping:
20:40:25.673   Stream #0:0 -> #0:0 (hevc (hevc_qsv) -> h264 (h264_qsv))
20:40:25.673   Stream #0:1 -> #0:1 (ac3 (native) -> mp3 (libmp3lame))
20:40:25.673 Press [q] to stop, [?] for help
20:40:25.677 [AVHWDeviceContext @ 000001ab6b25e800] Using D3D11 device 1002:694c (Radeon RX Vega M GH Graphics).
20:40:25.710 [AVHWDeviceContext @ 000001ab6b25f400] Error initializing an MFX session: -3.
20:40:25.725 Error creating a QSV device
20:40:25.725 qsv hwaccel requested for input stream #0:0, but cannot be initialized.
20:40:25.725 Error while decoding stream #0:0: No such device or address
20:40:25.726 [AVHWDeviceContext @ 000001ab6b25e700] Using D3D11 device 1002:694c (Radeon RX Vega M GH Graphics).
20:40:25.751 [AVHWDeviceContext @ 000001ab6b25f280] Error initializing an MFX session: -3.
20:40:25.767 Error creating a QSV device
20:40:25.767 qsv hwaccel requested for input stream #0:0, but cannot be initialized.
20:40:25.767 Error while decoding stream #0:0: No such device or address

Tnx!

Cis

Posted September 10, 2020 · September 10, 2020

41 minutes ago, cisfi5h said:
All,

I've been away for a few days. In the meantime did some more tests.

I tried other version of the file (the originals were bluray rips done with handbreak x265 1080p) so I tried a x264 version and that worked. Emby did direct play with these new version.

Then other users started to have the same problems.

Because the reason for transcode was subtitle format on 1 client and unsupported x265 codec for the browser used on another I checked the transcode logs.

All the impacted users needed x265 transcodes (Which worked for over 6 months without any problems). I've had 4 users at the same time transcoding from x265 to x264 without any problems (CPU,... not on max).

In the logs everytime it happened (User sees endless looping cirkel with the background picture of the series), I see an error. The same few lines keep on repeating till I stopped or refreshed the browser.

Looked it up and updated all my drivers (It's a NUC8i7HNK with 2 m.2 SSD i7-8705 and it has a Intel® HD Graphics 630 and a Radeon™ RX Vega M GL graphics

After restarting the server all problems went away. The 2 users who called the most about not being able to play things could run all video's whithout problems (1 uses a PS4 and a kodi with embycon, the other an iphone6, samsung frame and windows 10 theater).

But then 1,5 days later exactly the same problem started. Same error lines in the log.

This log is from a user who had the problem for a week. Could play it fine again after the driver and firmware updates of the graphic cards. But now after 1,5 day has exactly the same problem.

If you need other tests and or more logs just let me know.
20:40:25.630 ffmpeg version 4.3.0-emby_2020_05_23-g8f222573e9+530 Copyright (c) 2000-2019 the FFmpeg developers and softworkz for Emby LLC
20:40:25.631   built with gcc 9.2.0 (Rev2, Built by MSYS2 project)
20:40:25.631 Execution Date: 2020-09-10 20:40:25
20:40:25.672 Input #0, matroska,webm, from '\\SRVND01\Emby2\Series\V (2009)\Season 01\V.S01E02.720p.x265-ZMNT.mkv':
20:40:25.672   Metadata:
20:40:25.672     title           : V.2009.S01E02
20:40:25.672     ENCODER         : Lavf58.17.101
20:40:25.672   Duration: 00:43:01.60, start: 0.000000, bitrate: 1363 kb/s
20:40:25.672     Stream #0:0: Video: hevc (Main), yuv420p(tv), 1280x720 [SAR 1:1 DAR 16:9], Level 93, 23.98 fps, 23.98 tbr, 1k tbn, 23.98 tbc (default)
20:40:25.672     Metadata:
20:40:25.672       ENCODER         : Lavc58.21.104 libx265
20:40:25.672       DURATION        : 00:43:00.581000000
20:40:25.672     Stream #0:1: Audio: ac3, 48000 Hz, 5.1(side), fltp, 448 kb/s (default)
20:40:25.672     Metadata:
20:40:25.672       ENCODER         : Lavc58.21.104 ac3
20:40:25.672       DURATION        : 00:43:01.600000000
20:40:25.673 Stream mapping:
20:40:25.673   Stream #0:0 -> #0:0 (hevc (hevc_qsv) -> h264 (h264_qsv))
20:40:25.673   Stream #0:1 -> #0:1 (ac3 (native) -> mp3 (libmp3lame))
20:40:25.673 Press [q] to stop, [?] for help
20:40:25.677 [AVHWDeviceContext @ 000001ab6b25e800] Using D3D11 device 1002:694c (Radeon RX Vega M GH Graphics).
20:40:25.710 [AVHWDeviceContext @ 000001ab6b25f400] Error initializing an MFX session: -3.
20:40:25.725 Error creating a QSV device
20:40:25.725 qsv hwaccel requested for input stream #0:0, but cannot be initialized.
20:40:25.725 Error while decoding stream #0:0: No such device or address
20:40:25.726 [AVHWDeviceContext @ 000001ab6b25e700] Using D3D11 device 1002:694c (Radeon RX Vega M GH Graphics).
20:40:25.751 [AVHWDeviceContext @ 000001ab6b25f280] Error initializing an MFX session: -3.
20:40:25.767 Error creating a QSV device
20:40:25.767 qsv hwaccel requested for input stream #0:0, but cannot be initialized.
20:40:25.767 Error while decoding stream #0:0: No such device or address
Tnx!

Cis

Please attach the complete log files. Thanks.

1 Show does not play for 1 users. All other users can play this show.

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