jellyfin-roku
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Published
20 hours ago •
jellyfin
jellyfin
Can't play a movie file on my TCL Roku TV
Describe the bug I can play many movie file without any issue but I have this one movie file that I can't play on my TCL Roku TV. I can play the file without any issue on my PC, on my PC directly via the Jellyfin server and even on my other TV with my Roku Streaming Stick. I just can't play it on my TCl 32'' Roku TV.
When I hit the play button, there's a black screen for few sec then I get an error message : Error retrieving content. An error occurred while retrieving this item's data from the server. (the message could not be exactly this because I used Google translate).
To Reproduce Not much to tell here I'm afraid. I just go to my app and play the video
Expected behavior The video file should play without any issue since I can play it with my other devices.
Logs I would love to share logs or even share the movie file or information on the file but how can I do this?
EDIT : here some log of the movie file from Handbrake (hope it helps in some way) 👍
HandBrake 1.4.0 (2021071800)
OS: Microsoft Windows NT 10.0.19044.0
CPU: Intel(R) Core(TM) i5-6600K CPU @ 3.50GHz
Ram: 16339 MB,
GPU Information:
NVIDIA GeForce GTX 1070 - 30.0.15.1123
Screen: 1920x1080
Temp Dir: C:\Users\pat74\AppData\Local\Temp\
Install Dir: C:\Program Files\HandBrake\
Data Dir: C:\Users\pat74\AppData\Roaming\HandBrake
-------------------------------------------
[11:22:01] hb_init: starting libhb thread
Starting Scan ...
[11:22:01] CPU: Intel(R) Core(TM) i5-6600K CPU @ 3.50GHz
[11:22:01] - Intel microarchitecture Skylake
[11:22:01] - logical processor count: 4
[11:22:01] Intel Quick Sync Video support: no
[11:22:01] hb_scan: path=F:\Movies\Action\Transformers\Transformers 4 l'âge de l'extinction 2014 Multi-VFQ 1080p HDlight.x264~Tonyk~.mkv, title_index=0
udfread ERROR: ECMA 167 Volume Recognition failed
src/libbluray/disc/disc.c:333: failed opening UDF image F:\Movies\Action\Transformers\Transformers 4 l'âge de l'extinction 2014 Multi-VFQ 1080p HDlight.x264~Tonyk~.mkv
src/libbluray/disc/disc.c:437: error opening file BDMV\index.bdmv
src/libbluray/disc/disc.c:437: error opening file BDMV\BACKUP\index.bdmv
src/libbluray/bluray.c:2646: nav_get_title_list(F:\Movies\Action\Transformers\Transformers 4 l'âge de l'extinction 2014 Multi-VFQ 1080p HDlight.x264~Tonyk~.mkv\) failed
[11:22:01] bd: not a bd - trying as a stream/file instead
libdvdread: DVDOpenFileUDF:UDFFindFile /VIDEO_TS/VIDEO_TS.IFO failed
libdvdnav: vm: vm: failed to read VIDEO_TS.IFO
[11:22:01] dvd: not a dvd - trying as a stream/file instead
Input #0, matroska,webm, from 'F:\Movies\Action\Transformers\Transformers 4 l'âge de l'extinction 2014 Multi-VFQ 1080p HDlight.x264~Tonyk~.mkv':
Metadata:
encoder : libebml v1.3.0 + libmatroska v1.4.1
creation_time : 2014-09-22T10:58:57.000000Z
Duration: 02:45:07.33, start: 0.078000, bitrate: 3329 kb/s
Chapters:
Chapter #0:0: start 0.000000, end 600.000000
Metadata:
title : Chapitre 01
Chapter #0:1: start 600.000000, end 1200.000000
Metadata:
title : Chapitre 02
Chapter #0:2: start 1200.000000, end 1800.000000
Metadata:
title : Chapitre 03
Chapter #0:3: start 1800.000000, end 2400.000000
Metadata:
title : Chapitre 04
Chapter #0:4: start 2400.000000, end 3000.000000
Metadata:
title : Chapitre 05
Chapter #0:5: start 3000.000000, end 3600.000000
Metadata:
title : Chapitre 06
Chapter #0:6: start 3600.000000, end 4200.000000
Metadata:
title : Chapitre 07
Chapter #0:7: start 4200.000000, end 4800.000000
Metadata:
title : Chapitre 08
Chapter #0:8: start 4800.000000, end 5400.000000
Metadata:
title : Chapitre 09
Chapter #0:9: start 5400.000000, end 6000.000000
Metadata:
title : Chapitre 10
Chapter #0:10: start 6000.000000, end 6600.000000
Metadata:
title : Chapitre 11
Chapter #0:11: start 6600.000000, end 7200.000000
Metadata:
title : Chapitre 12
Chapter #0:12: start 7200.000000, end 7800.000000
Metadata:
title : Chapitre 13
Chapter #0:13: start 7800.000000, end 8400.000000
Metadata:
title : Chapitre 14
Chapter #0:14: start 8400.000000, end 9000.000000
Metadata:
title : Chapitre 15
Chapter #0:15: start 9000.000000, end 9600.000000
Metadata:
title : Chapitre 16
Chapter #0:16: start 9600.000000, end 9907.296000
Metadata:
title : Chapitre 17
Stream #0:0: Video: h264 (High), yuv420p(progressive), 1920x1080 [SAR 1:1 DAR 16:9], 23.98 fps, 23.98 tbr, 1k tbn, 47.95 tbc (default)
Metadata:
BPS : 2399211
BPS-eng : 2399211
DURATION : 02:45:07.314000000
DURATION-eng : 02:45:07.314000000
NUMBER_OF_FRAMES: 237538
NUMBER_OF_FRAMES-eng: 237538
NUMBER_OF_BYTES : 2971217537
NUMBER_OF_BYTES-eng: 2971217537
_STATISTICS_WRITING_APP: mkvmerge v7.0.0 ('Where We Going') 64bit built on Jun 9 2014 15:16:27
_STATISTICS_WRITING_APP-eng: mkvmerge v7.0.0 ('Where We Going') 64bit built on Jun 9 2014 15:16:27
_STATISTICS_WRITING_DATE_UTC: 2014-09-22 10:58:57
_STATISTICS_WRITING_DATE_UTC-eng: 2014-09-22 10:58:57
_STATISTICS_TAGS: BPS DURATION NUMBER_OF_FRAMES NUMBER_OF_BYTES
_STATISTICS_TAGS-eng: BPS DURATION NUMBER_OF_FRAMES NUMBER_OF_BYTES
Stream #0:1(eng): Audio: ac3, 48000 Hz, 5.1(side), fltp, 448 kb/s
Metadata:
title : AC3-5.1-VO
BPS : 448000
BPS-eng : 448000
DURATION : 02:45:07.328000000
DURATION-eng : 02:45:07.328000000
NUMBER_OF_FRAMES: 309604
NUMBER_OF_FRAMES-eng: 309604
NUMBER_OF_BYTES : 554810368
NUMBER_OF_BYTES-eng: 554810368
_STATISTICS_WRITING_APP: mkvmerge v7.0.0 ('Where We Going') 64bit built on Jun 9 2014 15:16:27
_STATISTICS_WRITING_APP-eng: mkvmerge v7.0.0 ('Where We Going') 64bit built on Jun 9 2014 15:16:27
_STATISTICS_WRITING_DATE_UTC: 2014-09-22 10:58:57
_STATISTICS_WRITING_DATE_UTC-eng: 2014-09-22 10:58:57
_STATISTICS_TAGS: BPS DURATION NUMBER_OF_FRAMES NUMBER_OF_BYTES
_STATISTICS_TAGS-eng: BPS DURATION NUMBER_OF_FRAMES NUMBER_OF_BYTES
Stream #0:2(fre): Audio: ac3, 48000 Hz, 5.1(side), fltp, 448 kb/s (default)
Metadata:
title : AC3-5.1-VFQ
BPS : 448000
BPS-eng : 448000
DURATION : 02:45:07.328000000
DURATION-eng : 02:45:07.328000000
NUMBER_OF_FRAMES: 309604
NUMBER_OF_FRAMES-eng: 309604
NUMBER_OF_BYTES : 554810368
NUMBER_OF_BYTES-eng: 554810368
_STATISTICS_WRITING_APP: mkvmerge v7.0.0 ('Where We Going') 64bit built on Jun 9 2014 15:16:27
_STATISTICS_WRITING_APP-eng: mkvmerge v7.0.0 ('Where We Going') 64bit built on Jun 9 2014 15:16:27
_STATISTICS_WRITING_DATE_UTC: 2014-09-22 10:58:57
_STATISTICS_WRITING_DATE_UTC-eng: 2014-09-22 10:58:57
_STATISTICS_TAGS: BPS DURATION NUMBER_OF_FRAMES NUMBER_OF_BYTES
_STATISTICS_TAGS-eng: BPS DURATION NUMBER_OF_FRAMES NUMBER_OF_BYTES
Stream #0:3(eng): Subtitle: hdmv_pgs_subtitle
Metadata:
title : complet
BPS : 11623
BPS-eng : 11623
DURATION : 02:34:34.459000000
DURATION-eng : 02:34:34.459000000
NUMBER_OF_FRAMES: 17240
NUMBER_OF_FRAMES-eng: 17240
NUMBER_OF_BYTES : 13475619
NUMBER_OF_BYTES-eng: 13475619
_STATISTICS_WRITING_APP: mkvmerge v7.0.0 ('Where We Going') 64bit built on Jun 9 2014 15:16:27
_STATISTICS_WRITING_APP-eng: mkvmerge v7.0.0 ('Where We Going') 64bit built on Jun 9 2014 15:16:27
_STATISTICS_WRITING_DATE_UTC: 2014-09-22 10:58:57
_STATISTICS_WRITING_DATE_UTC-eng: 2014-09-22 10:58:57
_STATISTICS_TAGS: BPS DURATION NUMBER_OF_FRAMES NUMBER_OF_BYTES
_STATISTICS_TAGS-eng: BPS DURATION NUMBER_OF_FRAMES NUMBER_OF_BYTES
Stream #0:4(fre): Subtitle: hdmv_pgs_subtitle
Metadata:
title : complet
BPS : 11695
BPS-eng : 11695
DURATION : 02:37:08.068000000
DURATION-eng : 02:37:08.068000000
NUMBER_OF_FRAMES: 18664
NUMBER_OF_FRAMES-eng: 18664
NUMBER_OF_BYTES : 13783253
NUMBER_OF_BYTES-eng: 13783253
_STATISTICS_WRITING_APP: mkvmerge v7.0.0 ('Where We Going') 64bit built on Jun 9 2014 15:16:27
_STATISTICS_WRITING_APP-eng: mkvmerge v7.0.0 ('Where We Going') 64bit built on Jun 9 2014 15:16:27
_STATISTICS_WRITING_DATE_UTC: 2014-09-22 10:58:57
_STATISTICS_WRITING_DATE_UTC-eng: 2014-09-22 10:58:57
_STATISTICS_TAGS: BPS DURATION NUMBER_OF_FRAMES NUMBER_OF_BYTES
_STATISTICS_TAGS-eng: BPS DURATION NUMBER_OF_FRAMES NUMBER_OF_BYTES
Stream #0:5(spa): Subtitle: hdmv_pgs_subtitle
Metadata:
title : complet
BPS : 9685
BPS-eng : 9685
DURATION : 02:37:08.068000000
DURATION-eng : 02:37:08.068000000
NUMBER_OF_FRAMES: 14944
NUMBER_OF_FRAMES-eng: 14944
NUMBER_OF_BYTES : 11414529
NUMBER_OF_BYTES-eng: 11414529
_STATISTICS_WRITING_APP: mkvmerge v7.0.0 ('Where We Going') 64bit built on Jun 9 2014 15:16:27
_STATISTICS_WRITING_APP-eng: mkvmerge v7.0.0 ('Where We Going') 64bit built on Jun 9 2014 15:16:27
_STATISTICS_WRITING_DATE_UTC: 2014-09-22 10:58:57
_STATISTICS_WRITING_DATE_UTC-eng: 2014-09-22 10:58:57
_STATISTICS_TAGS: BPS DURATION NUMBER_OF_FRAMES NUMBER_OF_BYTES
_STATISTICS_TAGS-eng: BPS DURATION NUMBER_OF_FRAMES NUMBER_OF_BYTES
[11:22:01] scan: decoding previews for title 1
[11:22:01] scan: audio 0x1: ac3, rate=48000Hz, bitrate=448000 English (AC3) (5.1 ch) (448 kbps)
[11:22:01] scan: audio 0x2: ac3, rate=48000Hz, bitrate=448000 Francais (AC3) (5.1 ch) (448 kbps)
[11:22:01] scan: 10 previews, 1920x1080, 23.976 fps, autocrop = 140/140/0/0, aspect 16:9, PAR 1:1, color profile: 1-1-1
[11:22:01] libhb: scan thread found 1 valid title(s)
Processing Scan Information ...
Scan Finished ...
[11:22:02] decomb: deinterlaced 1 | blended 0 | unfiltered 0 | total 1
So, I had the same issue . For fixing I installed the Ubuntu version , removed all Transcoding options and in liveTv->M3u I checked the option auto loop live streams. I hope helps you too.
So, I had the same issue . For fixing I installed the Ubuntu version , removed all Transcoding options and in liveTv->M3u I checked the option auto loop live streams. I hope helps you too.
I am not familiar at all with Ubuntu so I have no idea at all to do the "fix" you are suggesting here.
One of my users is having the exact same issue on his Sharp LC-32LB601U TV. Most movies work, some don't with the "Error retrieving content". His other Roku has no issue playing the file and my streaming stick has no issue.
I am using the latest jellyfin/jellyfin docker image no hardware transcoding.
Part of the log doesn't seem to give anything as it seems to have just stopped
[2022-03-27 14:35:50.052 +00:00] [INF] [207] Jellyfin.Api.Controllers.MediaInfoController: GetPostedPlaybackInfo profile: DeviceProfile { Name: null, Id: null, Identification: null, FriendlyName: null, Manufacturer: null, ManufacturerUrl: null, ModelName: null, ModelDescription: null, ModelNumber: null, ModelUrl: null, SerialNumber: null, EnableAlbumArtInDidl: False, EnableSingleAlbumArtLimit: False, EnableSingleSubtitleLimit: False, SupportedMediaTypes: "Audio,Photo,Video", UserId: null, AlbumArtPn: null, MaxAlbumArtWidth: 0, MaxAlbumArtHeight: 0, MaxIconWidth: null, MaxIconHeight: null, MaxStreamingBitrate: 120000000, MaxStaticBitrate: 100000000, MusicStreamingTranscodingBitrate: 192000, MaxStaticMusicBitrate: null, SonyAggregationFlags: null, ProtocolInfo: null, TimelineOffsetSeconds: 0, RequiresPlainVideoItems: False, RequiresPlainFolders: False, EnableMSMediaReceiverRegistrar: False, IgnoreTranscodeByteRangeRequests: False, XmlRootAttributes: [], DirectPlayProfiles: [DirectPlayProfile { Container: "mp4,m4v,mov", AudioCodec: "mp3,pcm,lpcm,wav,ac3,alac,aac,eac3", VideoCodec: "h264,mpeg2video", Type: Video }, DirectPlayProfile { Container: "mkv,webm", AudioCodec: "mp3,pcm,lpcm,wav,ac3,flac,alac,aac,opus,vorbis,eac3", VideoCodec: "h264,vp8,vp9,mpeg2video", Type: Video }, DirectPlayProfile { Container: "mp3,pcm,lpcm,wav,ac3,wma,flac,alac,aac,wmapro,eac3", AudioCodec: null, VideoCodec: null, Type: Audio }], TranscodingProfiles: [TranscodingProfile { Container: "aac", Type: Audio, VideoCodec: null, AudioCodec: "aac", Protocol: "http", EstimateContentLength: False, EnableMpegtsM2TsMode: False, TranscodeSeekInfo: Auto, CopyTimestamps: False, Context: Streaming, EnableSubtitlesInManifest: False, MaxAudioChannels: " 6", MinSegments: 0, SegmentLength: 0, BreakOnNonKeyFrames: False }, TranscodingProfile { Container: "mp3", Type: Audio, VideoCodec: null, AudioCodec: "mp3", Protocol: "http", EstimateContentLength: False, EnableMpegtsM2TsMode: False, TranscodeSeekInfo: Auto, CopyTimestamps: False, Context: Streaming, EnableSubtitlesInManifest: False, MaxAudioChannels: "2", MinSegments: 0, SegmentLength: 0, BreakOnNonKeyFrames: False }, TranscodingProfile { Container: "mp3", Type: Audio, VideoCodec: null, AudioCodec: "mp3", Protocol: "http", EstimateContentLength: False, EnableMpegtsM2TsMode: False, TranscodeSeekInfo: Auto, CopyTimestamps: False, Context: Static, EnableSubtitlesInManifest: False, MaxAudioChannels: "2", MinSegments: 0, SegmentLength: 0, BreakOnNonKeyFrames: False }, TranscodingProfile { Container: "aac", Type: Audio, VideoCodec: null, AudioCodec: "aac", Protocol: "http", EstimateContentLength: False, EnableMpegtsM2TsMode: False, TranscodeSeekInfo: Auto, CopyTimestamps: False, Context: Static, EnableSubtitlesInManifest: False, MaxAudioChannels: " 6", MinSegments: 0, SegmentLength: 0, BreakOnNonKeyFrames: False }, TranscodingProfile { Container: "ts", Type: Video, VideoCodec: "h264,mpeg2video", AudioCodec: "aac,ac3", Protocol: "hls", EstimateContentLength: False, EnableMpegtsM2TsMode: False, TranscodeSeekInfo: Auto, CopyTimestamps: False, Context: Streaming, EnableSubtitlesInManifest: False, MaxAudioChannels: " 6", MinSegments: 1, SegmentLength: 0, BreakOnNonKeyFrames: True }, TranscodingProfile { Container: "mp4", Type: Video, VideoCodec: "h264", AudioCodec: "aac,opus,flac,vorbis", Protocol: "http", EstimateContentLength: False, EnableMpegtsM2TsMode: False, TranscodeSeekInfo: Auto, CopyTimestamps: False, Context: Static, EnableSubtitlesInManifest: False, MaxAudioChannels: null, MinSegments: 0, SegmentLength: 0, BreakOnNonKeyFrames: False }], ContainerProfiles: [], CodecProfiles: [CodecProfile { Type: VideoAudio, Conditions: [ProfileCondition { Condition: Equals, Property: IsSecondaryAudio, Value: "false", IsRequired: False }], ApplyConditions: [], Codec: "aac", Container: null }, CodecProfile { Type: VideoAudio, Conditions: [ProfileCondition { Condition: LessThanEqual, Property: AudioChannels, Value: " 6", IsRequired: False }], ApplyConditions: [], Codec: "mp3,pcm,lpcm,wav,ac3,flac,alac,aac,opus,vorbis,eac3", Container: null }, CodecProfile { Type: Video, Conditions: [ProfileCondition { Condition: EqualsAny, Property: VideoProfile, Value: "high|main|baseline|constrained baseline", IsRequired: False }, ProfileCondition { Condition: LessThanEqual, Property: VideoLevel, Value: "51", IsRequired: False }], ApplyConditions: [], Codec: "h264", Container: null }], ResponseProfiles: [], SubtitleProfiles: [SubtitleProfile { Format: "vtt", Method: External, DidlMode: null, Language: null, Container: null }, SubtitleProfile { Format: "srt", Method: External, DidlMode: null, Language: null, Container: null }, SubtitleProfile { Format: "ttml", Method: External, DidlMode: null, Language: null, Container: null }] }
[2022-03-27 14:35:50.055 +00:00] [INF] [207] Jellyfin.Api.Helpers.MediaInfoHelper: User policy for "******". EnablePlaybackRemuxing: True EnableVideoPlaybackTranscoding: True EnableAudioPlaybackTranscoding: True
[2022-03-27 14:35:50.055 +00:00] [INF] [207] Jellyfin.Api.Helpers.MediaInfoHelper: Profile: "Unknown Profile", Path: "/media/Movies/*******/jackass.forever.2022.mkv", isEligibleForDirectPlay: True, isEligibleForDirectStream: True
[2022-03-27 14:35:50.056 +00:00] [INF] [207] Jellyfin.Api.Helpers.MediaInfoHelper: Profile: "Unknown Profile", Path: "/media/Movies/*******/jackass.forever.2022.mkv", isEligibleForDirectPlay: True, isEligibleForDirectStream: True
[2022-03-27 14:35:50.056 +00:00] [INF] [207] Jellyfin.Api.Helpers.MediaInfoHelper: Profile: "Unknown Profile", Path: "/media/Movies/*******/jackass.forever.2022.mkv", isEligibleForDirectPlay: True, isEligibleForDirectStream: True
[2022-03-27 14:36:11.352 +00:00] [INF] [90] Emby.Server.Implementations.Session.SessionManager: Playback stopped reported by app "Jellyfin Roku" "1.4.11" playing "Jackass Forever". Stopped at "0" ms
Having the same issue on a TCL 49S405 TV using jellyfin roku version 1.4.12. Certain films attempt to play with "unknown profile" similar to the last comment, then simply state "playback stopped" in the logs. The on screen error displays "error retrieving content" as the title with "There was an error retrieving the data for this item from the server." as the message. The same file plays by using the android jellyfin app and casting it to the chromecast. I suspected this issue was due to the large file size but other larger files will play. The particular file in question that does not work is H264 8 bit with DTS 5.1 audio. I would upload the logs but they are very similar to the posts above. If it will help I can post again. The server is raspberry pi 4 running 10.7.7.
As a side note, I just want to say thank you to all the developers for working on and updating this awesome project.
If anyone is willing to share one of the movies that is failing, I have a TCL Roku TV and can attempt to troubleshoot the issue. Easiest way is probably to DM me in the matrix and we can discuss a way for me to get the file.
Closing ticket - no updates posted since June.
If you're still experiencing issues, please open a new bug ticket and we'll investigate - both @jimdogx and I have TCL Roku TVs 👍
